Returns and Refund Policy

Last updated: August 2026

At Lumi, we care deeply about the quality of our products and your experience with us. If something isn’t right with your order, we’re here to help.

Damaged, Incorrect, or Faulty Orders

Please inspect your order upon reception 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.  If your order arrives damaged, incorrect, or faulty, please contact us within 30 days of delivery at hello@lumi.pet with:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

We will review your request and, where appropriate, offer a replacement, store credit, or refund.

Change of Mind

We want every pet to experience the glow of beautiful nutrition.

If you’re trying Lumi for the first time and your cat or dog simply won’t eat it, please contact us within 30 days of delivery at hello@lumi.pet.

For eligible first-time purchases, we may offer a replacement recipe, store credit, or refund at our discretion.

For more information, click here to refer to our Luminous Guarantee.

Refunds

Approved refunds will be processed back to your original payment method within 7 business days.

Please note that processing times may vary depending on your payment provider or bank.

Order Cancellations

If you need to cancel or amend an order, please contact us as soon as possible at hello@lumi.pet.

We will do our best to accommodate changes before your order has been dispatched.

Once an order has shipped, we may not be able to cancel or modify it.

Product Quality & Storage

To ensure product quality and safety, we recommend storing Lumi products in a cool, dry place.  Refrigerate once opened and use within 3 days.

We cannot offer refunds or replacements for products that have been improperly stored after delivery.

Contact Us

For any questions regarding your order, please contact:

Pet Beauty Limited
31 Ascot Road, Mount Maunganui 3116
New Zealand
hello@lumi.pet
www.lumipetbeauty.com

We aim to respond to all customer enquiries within 1–2 business days.