At Lucky Pets Supplies, customer satisfaction is our top priority. We understand that sometimes you may need to return an item, and we are here to make the process as smooth as possible.

1. Eligibility for Returns:

• Defective or Damaged Items: If the product you received is damaged or defective, please contact us within 7 days of receiving your order.
• Wrong Item Sent: If you received an incorrect item, we would offer a return or replacement.
• Unsatisfied with Product: If you are unsatisfied with your purchase, please contact us. Depending on the case, we may accept returns provided that the item is unused and in its original packaging. The customer is responsible for return shipping costs.

2. Return Process:

• Please contact us with your order number, description, and photos of the product issue.
• Our team will guide you through the process and provide the return address.
• Please note that items must be returned in their original condition and packaging.

3. Unacceptable Disputes.

We do not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

4. Refunds:

• Upon receiving the returned item, we will inspect it and notify you of the status of your refund.
• If approved, refunds will be processed to the original method of payment within 7-14 business days.

5. Exchanges:

• We will replace defective or damaged items at no additional cost. Please contact us with a detailed description of the issue, and we will assist you in exchanging the product.

6. Order Cancellation:

• Orders can only be canceled if they have not yet been processed or shipped. Once an order is in transit, it cannot be canceled.