Refund policy

At Luvinae we want you and your pet to be completely satisfied with every purchase. If you are not happy, we are here to help.

RETURNS
We accept returns within 30 days of delivery for items that are unused, in their original condition, and in original packaging. To initiate a return please email us at luvinae.support@gmail.com with your order number and reason for return. We will respond within 48 hours with return instructions.

Items returned without prior authorization will not be accepted.

REFUNDS
Once your return is received and inspected we will notify you by email. If approved your refund will be processed to your original payment method within 5-10 business days. Please note that original shipping costs are non-refundable.

If your refund has not appeared after 10 business days please first check with your bank as processing times can vary. If you still have not received your refund contact us at support@luvinae.com.

DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective please contact us at support@luvinae.com within 7 days of delivery. Include your order number and photos of the damage. We will send a replacement or issue a full refund at no cost to you — no need to return the damaged item.

WRONG ITEM RECEIVED
If you received the wrong item contact us immediately at support@luvinae.com. We will ship the correct item and arrange return of the incorrect one at our expense.

EXCHANGES
We do not process direct exchanges at this time. If you would like a different item please return the original for a refund and place a new order.

NON-RETURNABLE ITEMS
Used filters and items that show signs of use are not eligible for return for hygiene reasons.

CANCELLATIONS
Orders can be cancelled within 12 hours of purchase. After 12 hours the order may already be in processing and we cannot guarantee cancellation. Please email support@luvinae.com immediately if you need to cancel.

For all return and refund inquiries contact us at luvinae.support@gmail.com.