Refund policy

We want you to be completely satisfied with your purchase of Luftpets products from our e-commerce site. If, for any reason, you are not happy with your order, we have outlined our returns policy below to ensure a smooth and hassle-free return process.

  1. Eligibility for Returns:

To be eligible for a return, please ensure that the following conditions are met:

  • The return request is initiated within 30 days of the delivery date.
  • The item(s) being returned are unused, undamaged, and in their original packaging.
  • Proof of purchase, such as an order number or receipt, is provided.
  1. Initiating a Return:

To initiate a return, please follow these steps:

  • Contact our customer support team within the specified return period to request a return authorization via email: support@luftpets.com
  • Provide the necessary information, including your order number, the item(s) you wish to return, and the reason for the return.
  • Our customer support team will guide you through the return process and provide the necessary instructions and shipping address.
  1. Return Shipping:

We recommend using a trackable shipping method and purchasing shipping insurance for your protection. We must guarantee that we will receive your returned item(s) with tracking or insurance.

  1. Refund Process:

Once we receive and inspect the returned item(s), we will notify you of the status of your return. If the returned item(s) meet the eligibility criteria, we will process the refund using the original payment method. Please note that it may take some time for the refund to be reflected in your account, depending on your bank or credit card provider.

If the return is due to a manufacturing defect or error on our part, we will cover the return shipping costs and offer you the choice of a refund or a replacement item.

  1. Non-Returnable Items:

Certain items are non-returnable for hygiene and safety reasons. These may include but are not limited to used or soiled cage liners, opened food or treats, and items classified as perishable or consumable.

  1. Damaged or Defective Items:

If your order arrives damaged or with a manufacturing defect, please contact our customer support team immediately. We may request photos or additional information to assess the issue. We will work with you to resolve the problem by offering a replacement, exchange, or refund, depending on the circumstances.

  1. Customer Support:

If you have any questions, concerns, or need assistance with a return, please reach out to our customer support team. We are here to help and ensure your satisfaction.

Please note that our returns policy may be subject to change without prior notice. It is recommended to review the policy each time you make a purchase.

We appreciate your understanding and cooperation in adhering to our returns policy. Our goal is to provide you with the best possible shopping experience for your guinea pig's cage needs.