Refund policy

At LuciaFriends, we want you and your pets to be happy with your purchase. If you are not completely satisfied with your order, you may request a return within 30 days of receiving your order, subject to the conditions below.

1. Return Eligibility

To be eligible for a return:

  • The return request must be made within 30 days of delivery.
  • The item must be unused and in its original condition.
  • The product must be returned in its original packaging, including tags, accessories, and other included materials when applicable.
  • Products that have been used, damaged, altered, washed, or modified may not qualify for a return.
  • Proof of purchase or order information may be required to process your return.

2. Items That Cannot Be Returned

Certain products may not be eligible for return due to hygiene, safety, or product-specific reasons.

These may include:

  • Used pet grooming or hygiene products
  • Personalized or customized products
  • Products damaged after delivery due to misuse
  • Items marked as final sale or non-returnable
  • Gift cards, where applicable

If you are unsure whether your product qualifies, please contact us before sending it back.

3. How to Request a Return

To request a return, please contact LuciaFriends with:

  • Your order number
  • Name used when placing the order
  • Product name
  • Reason for the return
  • Photos of the product, if the item is damaged, defective, or incorrect

After reviewing your request, we will provide the appropriate return instructions.

Please do not send a product back without receiving return instructions from us.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Please provide your order number and clear photos of the product and packaging so we can review the issue and determine the appropriate resolution.

Depending on the circumstances, we may offer a replacement, exchange, or refund.

5. Refunds

Once your returned item is received and inspected, we will notify you about the status of your refund.

If your return is approved, the refund will be issued to the original payment method used for the purchase.

Please allow additional time for your bank or payment provider to reflect the refund in your account.

6. Exchanges

If you would like to exchange an item, please contact us within 30 days of receiving your order.

Exchange availability depends on product availability. If the requested replacement is unavailable, we may provide another available resolution.

7. Return Shipping

Return shipping instructions and any applicable return-shipping responsibilities will be provided when your return request is reviewed.

If an item is returned because it is damaged, defective, or incorrectly shipped, please contact us before returning the item so we can provide the appropriate instructions.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible after placing the order.

Because orders may be processed or shipped quickly, we cannot guarantee that a cancellation can be made after processing or shipment has begun.

If the order has already shipped, you may need to follow the return process described in this policy.

9. Refund Exceptions

A refund may be denied if:

  • The return is requested more than 30 days after delivery.
  • The product is not returned in its original condition.
  • The product has been used or damaged after delivery.
  • Required parts, accessories, or original packaging are missing.
  • The item is specifically identified as non-returnable or final sale.

10. Contact Us

If you have questions about a return or refund, please contact LuciaFriends with your order details.

LuciaFriends
E-mail - luciafriendsllc@gmail.com

Please include your order number in your message so we can assist you more efficiently.