Last Updated: September 2026
At PawLuno, we want you to have a positive shopping experience.
If something goes wrong with your order, please contact us before returning any product.
Email: support@pawluno.com
DAMAGED PRODUCTS
If your product arrives damaged, contact us as soon as possible.
Please provide:
- Order number
- Clear photos of the damaged product
- Photos of the packaging
- A description of the issue
- Video evidence when necessary
We will review your claim and determine the appropriate solution.
WRONG PRODUCT
If you receive a product that does not match your order, contact us with:
- Order number
- Photos of the product received
- Photos of the packaging when relevant
After reviewing the case, we may offer a replacement or refund where applicable.
MISSING ITEMS
If an item is missing from your shipment, contact us with your order number and details of the missing product.
We will investigate the issue with our fulfillment partner.
QUALITY ISSUES
If you believe your product has a manufacturing or quality issue, contact us with clear evidence of the problem.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.
RETURNS
Some products may be eligible for return.
Before returning any product, contact:
support@pawluno.com
Do not send a return to an address obtained from the package or shipping label without receiving return instructions from us.
RETURN CONDITION
Returned products should generally be:
- Unused
- In original condition
- In original packaging where applicable
- Complete with accessories and tags where applicable
Certain products may not be eligible for return because of hygiene, safety, personalization, or other restrictions.
CHANGE OF MIND
Returns based solely on a change of mind may be accepted only when the product is eligible for return.
Return shipping costs may be the customer's responsibility unless applicable law requires otherwise.
REFUNDS
Once an approved return or claim has been reviewed, an approved refund will normally be issued to the original payment method.
The time required for the refund to appear depends on the payment provider or financial institution.
CANCELLATIONS
If you need to cancel an order, contact us immediately.
We cannot guarantee cancellation once an order has entered processing or fulfillment.
Customized, personalized, pre-order, or already-processed orders may not be eligible for cancellation.
DELIVERY ISSUES
If tracking confirms delivery, additional information may be required before a refund or replacement can be considered.
For international shipments, customs and carrier procedures may affect the investigation process.
NON-RETURNABLE PRODUCTS
Certain products may not be eligible for return, including:
- Used hygiene-related pet products
- Personalized products
- Customized products
- Products damaged through misuse
- Products that cannot be resold for health or safety reasons
- Gift cards
IMPORTANT
Our return and refund process is subject to the circumstances of each order and any mandatory consumer rights that apply to your purchase.
Nothing in this policy is intended to limit rights that cannot legally be excluded.
CONTACT
For refund or return requests:
PawLuno Customer Support
support@pawluno.com