Return & Refund Policy

At Luxe Paws, we want you and your pets to be happy with every purchase. Since our products are imported from Japan, we carefully inspect products before dispatch to ensure they meet our quality standards.

1. Return Eligibility

Customers may request a return if:

The product arrives damaged or defective.
The wrong product was delivered.
The product received is significantly different from the product ordered.
The product has a manufacturing defect that was present when received.

Return requests must be submitted within 7 days of receiving the order.

For hygiene and safety reasons, certain pet-care products, opened food products, used products, or products that cannot be resold may not be eligible for return.

2. Products That Cannot Be Returned

Returns may not be accepted for:

Opened or partially used pet food products.
Used pet clothing or accessories.
Products damaged after delivery due to improper use.
Products without their original packaging where the packaging is required for resale.
Products returned after the applicable return period.
Products purchased during a clearance or final-sale promotion, unless the product is defective or incorrectly supplied.

3. How to Request a Return

To request a return, please contact us at:

Email: Info@pawshpetcare.com

Please provide:

Order number
Customer name
Product name
Reason for the return
Clear photos or videos showing the issue
Proof of purchase, if required

Our team will review the request and inform you whether the return is approved.

4. Return Shipping

If the return is caused by an error from Luxe Paws, such as receiving a wrong, damaged, or defective product, we will provide appropriate instructions regarding the return.

If a return is requested for reasons unrelated to a product defect or our error, return shipping costs may be the responsibility of the customer.

5. Refunds

Once an approved returned product has been received and inspected, we will notify you about the status of your refund.

If approved, the refund will be processed through the applicable payment method used for the order or another mutually agreed method.

The time required for the refund to reach your account may depend on the payment provider or financial institution.

6. Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect product, please contact us as soon as possible after delivery.

Please keep the product, packaging, and shipping materials until our team has reviewed your claim, as photographs or other information may be required to verify the issue.

7. Exchanges

Product exchanges may be available depending on product availability. If the requested replacement product is unavailable, we may offer an alternative solution or refund where applicable.