Return Policy

We understand that a pet product may sometimes not be the right size, fit, or choice for your household.

This policy explains when Lumorna accepts return requests and how refunds are handled.

Lumorna is owned and operated by Heyuan Zhixin Technology Co., Ltd.

1. Return Request Period

Eligible purchases may be requested for return within:

30 calendar days after confirmed delivery.

Requests submitted outside the return period may not qualify unless applicable law requires otherwise.

2. Standard Return Conditions

Unless the product is defective or otherwise protected by applicable law, returned products should generally be:

Unused
Clean
Undamaged
Free from pet hair, stains, odors, or bite damage
Unmodified
Complete with included parts and accessories
In original packaging where reasonably possible

Because many pet products come into direct contact with animals, hygiene and condition may affect return eligibility.

3. Products That May Not Qualify for Preference-Based Return

Unless defective or otherwise required by law, preference-based returns may be restricted for:

Personalized products
Customized products
Gift cards
Final-sale items clearly identified before purchase
Items substantially used by a pet
Items damaged by chewing, scratching, misuse, or improper cleaning
Items presenting hygiene concerns after significant use

These restrictions do not eliminate rights relating to products that arrived defective, incorrect, or materially misdescribed.

4. Starting a Return

Email:

service@lumorna.com

Please include:

Order number
Product name
Reason for return
Relevant photographs or videos where appropriate

Do not send a product back until you receive return authorization and instructions.

5. Return Destination

Our business registration address is not automatically our return warehouse.

Please do not mail returns directly to the registered Business Address unless our customer-support team specifically instructs you to do so.

After approving a return request, we will provide:

Appropriate return destination
Return instructions
Any applicable packaging requirements

This approach is directly consistent with your P0 document's requirement that a separate return warehouse can be provided after approval rather than misleading customers into sending returns to the registration address.

6. Preference-Based Returns

For returns based on:

Change of mind
Preference
Pet size or fit selection
Another reason not caused by Lumorna

the customer is generally responsible for the return shipping cost.

7. Damaged, Defective, Incorrect, or Incomplete Orders

If your item arrives:

Damaged
Defective
Incorrect
Missing components
Materially different from the product ordered

contact:

service@lumorna.com

Please provide clear photographs or videos where relevant.

After reviewing the issue, we may offer an appropriate solution such as:

Replacement
Replacement component
Refund
Approved return

Customers will not be required to bear reasonable costs caused by a confirmed seller or fulfillment error.

8. Return Shipping and Packaging

Customers returning preference-based items are generally responsible for arranging and paying return shipping.

Use suitable packaging to prevent damage in transit.

Where reasonably available, we recommend retaining return tracking information until the return is completed.

9. Inspection

Returned items are inspected after arriving at the designated return destination.

The inspection may consider:

Condition
Completeness
Signs of use
Packaging
Whether the returned product matches the approved return request

10. Refunds

When a return is approved after inspection, the refund is normally initiated to the:

original payment method within 5–10 business days.

Banks and payment providers may require additional time before the refund appears.

11. Original Shipping Charges

For preference-based returns, original shipping charges are generally not refundable unless required by law.

Where a return results from a confirmed seller error, applicable shipping costs will be addressed as part of the solution where appropriate.

12. Exchanges

Direct exchanges may not be available for every product.

Where an exchange cannot be processed directly, customers may be asked to return the eligible product and place a separate order for the preferred item.