Returns & Refund Policy
Last updated: May 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
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
Due to the nature of pet food products, we are unable to accept returns for change of mind once products have been opened or used.
If cans within your order are unopened and in their original condition, please contact us within 30 days of delivery to discuss your return eligibility.
Return shipping costs for change-of-mind purchases are the responsibility of the customer unless the item is faulty or sent incorrectly.
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:
Lumi (Pet Beauty Limited)
hello@lumi.pet
www.lumipetbeauty.com
We aim to respond to all customer enquiries within 1–2 business days.
