Refund policy

Refund & Return Policy

Last updated: June 16, 2026

At Lumia Paw, we want you and your pet to be happy with every order. We offer a 30-day return window on eligible unused items in their original packaging. Some exclusions apply for hygiene and safety reasons. Please review this policy before purchasing.

Eligibility for Returns

You have 30 days from the delivery date to request a return.

To qualify, items must be unused, unwashed, and returned in their original packaging with any tags or seals intact. Most products are eligible when they meet the conditions above, including pet beds, calming mats, water fountains, feeders, harnesses, backpacks, and similar gear.

Non-Returnable Items

For hygiene, safety, and personalization reasons, the following are final sale and cannot be returned:

  • Opened food, treats, or supplements.
  • Personalized or custom-engraved items.
  • Items that come into direct contact with your pet’s mouth (such as lick mats and chew toys) once opened or used.

How to Start a Return

Start your return one of two ways — email support@lumiapaw.com or call us at +1 604 652 4706 — with your order number and the reason for your return.

We will reply within 1–2 business days with return instructions and a prepaid return shipping label.

Pack the item securely in its original packaging and ship it back using the label provided.

Once we receive and inspect your return, we will process your refund to the original payment method within 5–7 business days.

Return Shipping

For change-of-mind returns, you are responsible for return shipping costs, and original outbound shipping charges are non-refundable. We will tell you how this affects your refund before we process it.

If an item is defective, damaged, incorrect, or never arrives, we cover return shipping and refund you in full (see the sections below).

Refunds

Eligible returns receive a full refund of the item price to your original payment method. Original shipping charges are non-refundable.

If an eligible item is returned opened or lightly used, we may offer a partial refund or store credit (typically 50% or more, depending on condition). We will always explain our decision before processing.

Defective, damaged, incorrect, or undelivered items are refunded in full, including original and return shipping.

Store Credit

When store credit is issued, you will receive a store credit code valid for 12 months from the date of issue. Store credit can be used on any product on our site and is non-transferable.

Damaged, Defective, or Wrong Items

If your order arrives damaged or defective, or you received the wrong item, please contact us promptly (ideally within 7 days of delivery) with your order number and clear photos of the item you received. We will arrange the correct item, a replacement, or a full refund at no cost to you, including return shipping. You are never asked to pay return shipping when the error is ours.

Orders That Never Arrive

If tracking has not shown delivery within 7 days of the estimated delivery date, or tracking shows delivered but you did not receive your package, contact us at support@lumiapaw.com or +1 604 652 4706 with your order number. We will open an investigation with the carrier, and if the package is confirmed lost in transit we will send a replacement or issue a full refund. Once tracking confirms delivery to your address, packages lost or stolen afterward are addressed under Additional Notes below.

If a Return Does Not Qualify

We inspect every return. If an item does not meet our eligibility criteria (for example, it shows signs of use, washing, or is missing its original packaging), we will notify you. You can then choose to have the item shipped back to you (you pay return shipping) or have us dispose of it responsibly.

Additional Notes

  • Once an order is marked delivered, items lost or stolen after delivery are the customer’s responsibility. We recommend using a secure delivery location.
  • We reserve the right to refuse returns that arrive used, washed, or not in their original condition.
  • We reserve the right to limit returns for customers who show a pattern of excessive or abusive return behavior.

Questions?

Email us at support@lumiapaw.com or call +1 604 652 4706 — we typically respond within 1 business day.

Business Details

Store name: Lumia Paw Company Address: 2755 Lougheed Hwy. Suite #523, Port Coquitlam, BC V3B 5Y9, Canada

Warehouse Addresses:

  • United States:
    • Chino, California — 13955 Central Ave, Chino, CA 91710
    • Cranbury, New Jersey — 20 Haypress Road, Cranbury, NJ 08512
  • China:
    • Yiwu, Zhejiang Province (Main China Warehouse)
    • Jinhua, Zhejiang Province
    • Shenzhen, Guangdong Province

Email: support@lumiapaw.com Phone: +1 604 652 4706 Business Hours: Monday to Friday: 9:00 AM to 6:00 PM Pacific Time (PT) Saturday and Sunday: Closed