Return & Refund Policy

Last Updated: October 21, 2026

At Lunveraxi®, we want you to feel confident when shopping for your pet. This policy explains how to request a return, refund, or replacement when an order does not meet your expectations.

1. Return Window

Eligible products may be returned within 30 calendar days after delivery.

Please provide your order number, the product name, and the reason for your request. This return period does not limit any mandatory cancellation, return, warranty, or other consumer rights available under applicable law.

2. Return Eligibility

For voluntary change-of-mind returns, products must be unused, unworn, and in their original condition with their original packaging and accessories where reasonably possible.

For hygiene and safety reasons, used, contaminated, or damaged products may not qualify for a voluntary change-of-mind return, where permitted by law.

Defective, damaged, incorrect, or materially misdescribed products will be handled in accordance with applicable law.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or materially different from the product description, contact us as soon as reasonably possible.

Please provide your order number, a description of the issue, and clear photographs or videos where available. We will review your request and provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

4. How to Request a Return

1. Email service@lunveraxi.com.

2. Include your order number, the item you wish to return, the reason for the return, and clear photographs or videos where relevant.

3. Wait for our team to provide return instructions and the correct return address.

4. If approved, package the product securely and follow the instructions provided.

Please do not send returns to our registered business address unless we have specifically confirmed that it is the correct return location.

5. Return Shipping Costs

For voluntary change-of-mind returns, customers are responsible for return shipping costs where permitted by law and clearly disclosed.

If the item arrives damaged, defective, incorrect, or materially different from the product description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

6. Refund Processing

After a returned product has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected. The time required for the funds to appear in your account may vary by payment provider.

Where a refund is legally required, it will be provided within the applicable legal deadline.

7. Replacements and Exchanges

If a product is defective, damaged, or incorrect, contact us to discuss the available options. Replacements depend on product availability and the circumstances of your request.

8. Order Cancellations

Contact us as soon as possible if you wish to cancel an order. Cancellation may not be possible once processing or dispatch has begun. Any statutory cancellation rights remain unaffected.

9. Contact Information

  • Brand Name: Lunveraxi®

  • Company Name: Shenzhen Yunqi Future Technology Co., Ltd.

  • Registered Address: Room 303, Unit 2, Building 66, Yuanling New Village, Liuxiang Community, Yuanling Street, Futian District, Shenzhen, Guangdong, China.

  • Email: service@lunveraxi.com

  • Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.

10. Policy Updates

We may revise this policy as our operations change. Updates will be published on this page and will not remove consumer rights that apply to existing orders.