Return PolicyOur policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. There are however items that are not eligible for return.
- Some health and personal care items
- Custom order items or personalized items are NOT eligible for return/exchanged.
- Due to strict health regulations, carriers cannot be returned/exchanged.
- Due to strict health regulations, beds and blankets cannot be returned/exchanged.
To complete your return, we require a Return Authorization number. To attain this number please send an email to CustomerSupport@LuxuriousPawsNYC.com or call us at 516.777.0545.
If you have been given an RA#, for your security, please return your items with an insured courier (e.g., FedEx, UPS, USPS Priority Mail) and retain your receipt. Please be advised that until there is proof that we have received your merchandise, it is your property. Luxurious Paws is not responsible for items damaged or lost in transit. Insurance by itself does not provide proof of delivery. If an insured item becomes lost, it is the customers responsibility to file a claim with the courier to recover their loss for their merchandise. Please keep in mind: Any item returned without a Return Authorization will NOT be processed and will be returned to the customer at customer's own expense and/or additional restocking fee of 50% will be incurred.
- Shipping and handling charges are not refundable.
- There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 7 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at CustomerSupport@luxuriouspawsnyc.com or call us at 516.777.0545 for a Return Authorization number.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should contact us via email at CustomerSupport@LuxuriousPawsNYC.com or 516.777.0545 for a Return Authorization number and further instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Please be patient.
For the quickest response to your questions please email us at CustomerSupport@LuxuriousPawsNYC.com.