Refund policy
Returns & Refunds
We want you and your pet to be happy with your PawLustre purchase. If you're not satisfied with your order, you may request a return within 30 days of receiving it.
To be eligible for a return, the item must be unused, in the same condition in which you received it, and in its original packaging. Proof of purchase is also required.
To request a return, please contact us at support@pawlustre.com before sending any item back. If your return is approved, we will provide you with return instructions and the appropriate return address.
Please do not send products back to the address shown on the original shipping package or to any supplier or warehouse without contacting us first. Returns sent without prior authorization may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong product, contact us as soon as possible and include your order number along with clear photos or video showing the issue.
Once the issue has been reviewed and approved, we will arrange an appropriate solution, which may include a replacement or refund. In some cases, you may not be required to return the item.
Non-Returnable Items
For health and hygiene reasons, products that have been used on a pet may not be eligible for return unless they arrived damaged, defective, or incorrect.
Gift cards and items marked as final sale, if offered, are also non-returnable.
Exchanges
We do not offer direct exchanges. If you would like a different item or variant, please contact us. Where applicable, you may return the eligible item and place a new order after the return has been approved.
Return Shipping
Unless the item arrived damaged, defective, or incorrect, customers may be responsible for return shipping costs. Return instructions and the appropriate return address will be provided after your return request has been approved.
Refunds
We will notify you after your return or refund request has been reviewed. If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days after the refund has been issued for your bank, credit card provider, or payment provider to process and post the refund.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible. We will do our best to accommodate your request, but once an order has entered processing or has been shipped, we may not be able to cancel or modify it.
Questions
For questions about returns or refunds, contact us at: