Return Policy
Last updated: September 7, 2026
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 Nanjing Beiluo Network 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:
Customer Service Phone:
+852 3101403
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
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:
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.
13. Cancellations
Cancellation requests should be sent to:
as quickly as possible.
We will make reasonable efforts to cancel an order before fulfillment begins.
Cancellation cannot be guaranteed after fulfillment processing has started.
Orders already dispatched generally need to follow this Return Policy.
No separate cancellation fee is charged for an ordinary approved cancellation.
14. Mandatory Consumer Rights
Nothing in this policy limits rights that customers may have under mandatory consumer-protection law.
15. Business Information
Lumorna
Owned and operated by:
Nanjing Beiluo Network Technology Co., Ltd.
Business Address:
Room 2024, Building 2, Jiangning Wanda Plaza (West District), No. 420 Shangyuan Street, Dongshan Subdistrict, Jiangning District, Nanjing, Jiangsu Province, China
Customer Support Email:
service@lumorna.com
Customer Service Phone:
+852 3101403