Refund policy

RETURNS & EXCHANGE POLICY

If you received a product that you do not want or is not your size, you can make a return request by email to: info@luxvetco.com, with Subject Line: Return, within a period of 7 days from the date of receipt of the product. We do not accept exchanges.  If you want the same item in another color, size or style, a new order has to be made.

The email for returns request should include the following information:

1. Name of person who made the order.
2. Mailing address, email and phone number of the person who is requesting the return.
3. Order number.
4. Order date.
5. Date when order was received.
6. Item number.
7. Description of the product.
8. Reason for return.
9. Photos of reason for return, if applicable.

Once the request is received, the company will attend to it and evaluate it in a period of up to 14 days by its administrative staff. When the company authorizes it, the client may send the part for physical inspection, without this guaranteeing that the return will proceed. The shipment of the product must be made within 48 hours after the company responds by email.

The following rules will apply in all cases:

• Request for returns will proceed, within 7 days, starting from the date the order was received. When the Company authorizes it, the client should send the product within 48 hours, after the company responds by email. Shipping and handling costs will be covered by client. 
• The Company, may buy is not obligated to review return requests 7 days after the client has received the order. 
• The products must be in the same conditions as they were when shipped by the Company. The price and / or brand label, decals, safety or hygiene stickers cannot have been removed, nor show use of any kind, the product must be intact, without use, without odors, without marks of any external agent including but not limited to lipsticks, ink, paint, and must show no evidence of washing or any other alteration.
• In cases where the company authorizes the return, the customer will receive a credit to use it within 30 days from when it was granted and will pay for the shipment.
• The Company reserves the right to launch special offers in which it explicitly stats that it will not be subject to exchange. The foregoing means that it will not be subject to the aforementioned process.
• In all cases, the client will cover shipping and handling costs.
• THIS POLICY DOES NOT APPLY TO SCRATCHING TOYS AND CAT TOWERS, LITTERBOXES, LITTERSAND, POOP-BAGS, NAIL-CLIPPERS, WHICH FOR HEALTH AND SAFETY REASONS WILL NOT BE RETURNED.
• This Policy does not apply to Services offered, which once provided, will not be subject to returns.

This Policy is subject to terms and conditions of our third-party suppliers of products and processing service when one or more products in your order is processed by them and not the company.   Once services are purchased, they need to be schedule and will not be subject to returns, exchanges or cancelation by the customer. Rescheduling must be authorized by the company.

 

POLICY FOR DAMAGED OR MANUFACTURED DEFFECTED PRODUCTS

All products leaving our facilities are thoroughly vetted. We strive so you may have a positive shopping experience. If you receive a damaged product, in its original packaging, you must write us an email immediately to info@luxvetco.com. Emails received after 120 hours from which the order was received, will not be considered for the purposes of this policy.

The email should include the following information:

1. Name of person who made the order.
2. Mailing address, email and phone number of the person who is making the request. Return.
3. Order number.
4. Date when order was received.
5. Item number.
6. Description of the product.
7. 2 Photos of reason for return, if applicable.

 

Damages covered by this policy, are not those that could have been suffered during shipping.

 

The damages covered are those of manufacture only and the product must be intact, without use, without odors, without marks of any external agent including but not limited to lipsticks, ink, paint, and must show no evidence of washing or any other alteration that is not exclusively a manufacturing damage.

Defects or manufacturing damages will be evaluated by our team and the decision of approval for an exchange or credit, will be at our sole discretion.

The product must be returned within a maximum term of 7 days from the date that the order was received and the customer will cover the shipping costs. If we understand that it is indeed a manufacturing defect, we will exchange the product, and cover the shipping costs of the replacement. If the customer receives a credit, they will be responsible for sending the products they purchase when using the credit.

Credits will be valid for 90 days.