Refund & Return Policy

LuxPetFeeder Return & Refund Policy

Thank you for shopping at Luxpetfeeder! We strive to provide excellent products and customer service. This policy outlines our return and refund procedures, which are in accordance with California law.

IMPORTANT NOTICE: California law generally provides for a full refund, exchange, or store credit within 7 days of purchase if a return policy is not clearly displayed. While we offer a more generous 30-day return window, please read our full policy below for specific conditions and limitations.

1.RETURNS & EXCHANGES

We accept returns of undamaged and unused products within 30 days of delivery, unless otherwise stated in this policy. All returns must be postmarked within 30 days of the delivery date, as indicated by the shipping carrier's tracking information.

To be eligible for a return, your item must meet the following conditions:

  • The product is undamaged and unused, and free from any signs of wear or use.
  • All original packaging is included and in good condition (the inner packaging must not be tampered with).
  • All accessories, user manuals, quick start guides, and any promotional gifts received with the order are included.

The buyer is responsible for return shipping costs. Luxpetfeeder will refund the cost of the product itself. We do not accept returns from indirect purchases, including purchases made through unauthorized retailers or third-party sellers.

If the product does not meet the above requirements, we cannot process your return request, and the item will be returned to you at your expense. If you received a replacement and now wish to return the item, you must return both the replacement and original item. If both items are not returned, we cannot honor a refund. Should the return exceed the 30-day window or arrive in extremely used condition, it will not be accepted, and a refund, exchange, or replacement will be denied, and the item will be returned to you at your expense.

If you are eligible for a return or exchange based on our policy, please email us at contact@luxpetfeeder.com. The original packing slip is not a return label. We do not provide return shipping labels or cover return shipping costs. Shipping costs are non-refundable.

If your package is refused or returned to us ("Return to Sender"), you are responsible for the return shipping costs and any associated fees.

Please include the following information with your return for faster processing:

  • Name/Email used for the order
  • Order Number
  • Reason for Return or indicate the item you wish to exchange for

You can include this information on a piece of paper, the enclosed packing slip, or a printout of your email confirmation.

You must use a trackable shipping service or purchase shipping insurance, as we are not responsible for lost or damaged return shipments. Processing can take 7-14 business days once we receive your return.

2. REFUNDS

Change of Mind

You may cancel an order within 12 hours after placing it. You can contact our support team via email at contact@luxpetfeeder.com within 12 hours if you want to change the variants before we process your order.

Refund Request

Once your return is received at our facility, please allow 7-14 business days for processing. You will be notified of the approval or denial of your refund via email. If approved, the refund will be returned to your original payment method within 3-5 business days.

If you do not see the funds returned to your original payment method by the 5th business day after receiving notification, please reach us at contact@luxpetfeeder.com to verify the refund has been processed.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.  

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on sale items, gift cards, or certain other items as specified on the product page.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. You must retain your proof of delivery. If you cannot provide proof of delivery, we cannot process your refund.  

LATE OR MISSING REFUNDS

If it has been more than 5 business days since your return was processed and you have not seen an email notification regarding its status, please check your Junk/SPAM folder. Should no message be found, or you are not seeing the funds returned to your original payment method by the 5th business day, please write to contact@luxpetfeeder.com to verify the refund has been processed.

MISSING ITEM(S)

Write to contact@luxpetfeeder.com within 5 days of receiving your order. If the package appears tampered with, we encourage you to also submit a claim with the carrier.  

Verify the packing slip, which lists all items enclosed in your package/order. Should any items listed be missing from the package when contacting us, please include photo verification of the following: packing slip, all contents from the package, and the shipping label.  

We ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days, and we have not received the verification requested, we will assume the order was received in accordance with our records, and therefore we will be unable to offer any sort of compensation.  

We are not responsible for lost or stolen packages confirmed as delivered by the carrier. If your tracking information shows your package as delivered, but you have not received it, you must contact the carrier directly to file a claim.

CONTACT LUXPETFEEDER SUPPORT

Monday – Friday: 9 AM – 5 PM (EST)

contact@luxpetfeeder.com