LovinPet Refund and Exchange Policy

Last Updated: （10/16/2024)

30-Day Return Policy

LovinPet offers a 30-day return policy. You have 30 days from the date of receipt to request a return. Please review our guidelines to ensure your return is eligible and processed smoothly.

Eligibility for Return

To qualify for a return, the item must meet the following criteria:

• It must be in the same condition as when you received it: unused, unworn, with tags attached, and in its original packaging.
• Proof of purchase (receipt or order confirmation) is required.

Non-Returnable Items:

• Perishable goods, custom products, personal care items, hazardous materials, and sale items or gift cards are not eligible for return.

For any questions regarding the return eligibility of specific items, please reach out to us at support@lovinpet.com.

Initiating a Return

To start a return, log in to your account and submit a return request through your order history. If you placed an order as a guest, please contact us at support@lovinpet.com. Once your return request is approved, we will email you the specific warehouse address to which you should send the item. For example, North American customers will typically return items to our U.S. warehouse in California.

Important: Do not send items back to the original shipping address. Returns sent to the incorrect address will not be processed.

Return Shipping Fees

• Customer Responsibility: Customers are responsible for the cost of return shipping, except in cases where the item is damaged, defective, or incorrect.
• LovinPet Responsibility: If the item received is damaged, defective, or incorrect, we will cover the return shipping cost. In these cases, please contact us with photos and a description of the issue so we can assist you promptly.

Refund Process

Once we receive and inspect your return, we will notify you of the refund status via email. If approved, refunds are typically processed within 5–10 business days. The refund will be credited to your original payment method.

Processing Times:

• Refunds may take a few days to appear in your account, depending on your bank or credit card company. If you have not received your refund after 10 business days, please first check with your bank or credit card provider for any processing delays before contacting us.

Exchanges

To exchange an item, contact us at support@lovinpet.com within 15 days of delivery. The item must be in new condition, with tags attached, and free of any signs of use. Include your original order confirmation in the package.

Price Adjustments: If the exchanged item has a different price, you will be charged or credited for the difference upon receipt of the item.

Order Cancellations

We aim to process orders quickly. If you need to cancel an order, please contact us as soon as possible at support@lovinpet.com. Cancellations cannot be guaranteed once an order has entered processing.

Damaged or Incorrect Items

Please inspect your order upon receipt. If you receive an item that is damaged, defective, or incorrect, contact us within 7 days with photos and a description of the issue. We will provide instructions for returning the item at no cost and work to resolve the issue by providing a replacement or issuing a refund.

Additional Information

• Refund Timing: Approved refunds are processed within 5–10 business days. Please allow additional time for your bank to process the refund.
• Return Address: Once your return request is approved, we will email you the correct warehouse address for your location. Do not send returns to the original shipping address.
• Return Shipping Costs: Customers are responsible for return shipping fees unless the item was damaged, defective, or incorrect upon receipt.

For any further questions or assistance with returns or exchanges, feel free to contact us at support@lovinpet.com. We’re here to help ensure your satisfaction with every purchase.