Refund policy

Return and Refund Policy

At PawLux Pro, we want you to feel confident with your purchase. If you are not fully satisfied with your order, please review our return and refund policy below.

30-Day Return Policy

We accept returns within 30 days of delivery. To be eligible for a return, your item must be in the same condition that you received it, unused, clean, and in its original packaging with all accessories included.

For hygiene and safety reasons, used grooming tools, items with pet hair, or items that show signs of use cannot be returned unless the item is defective or damaged upon arrival.

How to Start a Return

To start a return, please contact us at:

support@pawluxpro.shop

Please include:
- Your order number
- The email address used for the order
- A brief reason for the return
- Photos or videos if the item is damaged or defective

Once your return request is approved, we will provide return instructions. Please do not send your item back before contacting us.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong product, contact us within 7 days of delivery.

Please include clear photos or videos of the issue so we can review your case and provide a replacement or refund if approved.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for your bank or credit card provider to process the refund.

Shipping fees are non-refundable unless the return is due to our error.

Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact us at support@pawluxpro.shop.

Order Cancellations

Orders may be cancelled only before they are processed or shipped. If your order has already been shipped, you will need to wait until it arrives and then request a return.

Non-Returnable Items

The following items cannot be returned:
- Used grooming tools
- Items with pet hair or signs of use
- Items not in original packaging
- Items missing accessories or parts
- Gift cards
- Final sale items, if applicable

Lost or Stolen Packages

PawLux Pro is not responsible for packages that are lost or stolen after the carrier marks them as delivered. If this happens, please contact the shipping carrier directly for assistance.

If you have any questions about returns or refunds, contact us at:

support@pawluxpro.shop