Refund policy
Return & Refund Policy
Effective Date: August 26, 2026
At Luna Pet Haven, we understand that circumstances can change after an order is placed. Our goal is to provide customers with clear expectations about returning eligible merchandise and resolving problems with delivered orders.
Please read the following terms before requesting a return or refund.
1. 30-Day Return Opportunity
Customers may contact us about returning an eligible purchase within 30 days after delivery.
To be considered for a standard return, merchandise should normally be:
Unused and undamaged;
In substantially the same condition as when received;
Complete with original packaging and supplied components, where applicable; and
Supported by an order confirmation, order number, or other proof of purchase.
Items that have been materially used, altered, damaged after receipt, or returned incomplete may not qualify for a standard refund.
2. Return Requests Must Be Submitted in Advance
Before sending a package back, email l01052248167@gmail.com to request return assistance.
Please tell us which product you wish to return, provide your order number, and explain the reason for the request. If there is a product or delivery problem, photographs should be included when possible.
We will review the information and send return instructions for qualifying merchandise.
Please do not ship a return until you have received instructions from Luna Pet Haven. The business address provided below is not automatically the designated return location.
3. Conditions for Pet Consumables
Pet food, treats, supplements, and other consumable goods require particular care because their safety and quality can be affected after opening.
For returns based solely on preference or change of mind, consumable merchandise must generally remain unopened and sealed in its original packaging.
Opened, partially used, or partially consumed products normally cannot be accepted as standard returns.
This does not apply in the same way when merchandise is defective, damaged, spoiled, expired, or incorrectly supplied. Please contact us if you encounter one of these problems so that the circumstances can be reviewed.
4. Product or Delivery Problems
We encourage customers to check their orders promptly upon arrival.
Please notify us if:
A product is visibly damaged;
Merchandise appears defective;
You received a different item from the one ordered; or
An item that should have been included is missing.
Email l01052248167@gmail.com with your order details and photographs that clearly demonstrate the issue.
Depending on the circumstances and our review, we may resolve an eligible claim through a replacement, refund, or another appropriate remedy.
5. Items Outside Our Standard Return Program
Certain products may be excluded from ordinary preference-based returns, including:
Opened pet food, treats, supplements, or similar consumables;
Perishable merchandise;
Customized or personalized products;
Gift cards;
Products identified as final sale before purchase;
Used, modified, or customer-damaged merchandise; and
Products that cannot reasonably be returned after opening because of hygiene, health, or safety considerations.
Any additional product-specific restriction disclosed before checkout will apply where permitted by law.
6. Return Transportation Costs
For approved returns arising from personal preference or a change of mind, return shipping expenses are generally paid by the customer.
We recommend packaging products securely and selecting a shipping method that provides tracking. Keep the tracking information until your return has been fully resolved.
When an eligible return results from a verified error attributable to Luna Pet Haven, appropriate return shipping arrangements will be addressed as part of the resolution.
7. Return Verification
A returned package must be received and reviewed before a refund can be finalized.
During this process, we may confirm the merchandise's condition, packaging, seals, components, and compliance with applicable return requirements.
Once the evaluation is complete, we will communicate the result of your return request.
8. Refunds and Processing Time
Approved refunds will generally be credited to the original payment method used for the purchase.
Once a refund is submitted, processing times vary among banks, card issuers, and payment providers. Please allow approximately 5–10 business days after processing for the credit to appear in your account.
Original shipping charges are normally non-refundable for voluntary returns. Exceptions may apply when the underlying problem resulted from an error attributable to us or where applicable law requires otherwise.
9. Exchange Availability
Customers seeking another eligible product or variation should contact us before returning the original merchandise.
Direct exchanges depend on current inventory and return eligibility and therefore cannot be guaranteed.
If a suitable replacement is unavailable, an eligible refund may be processed and the customer can place a separate order for another product.
10. Cancelling an Order Before Fulfillment
Cancellation requests should be sent to l01052248167@gmail.com promptly after an order is submitted.
If fulfillment has not started, we will make reasonable efforts to accommodate the request. Once an order has entered processing or has been shipped, we may no longer be able to cancel it.
After delivery, eligible merchandise may instead be returned according to this policy.
11. Address Errors and Failed Deliveries
Customers are responsible for checking that their delivery information is complete and accurate.
When an order is returned because of an incorrect customer-provided address, refusal of delivery, or another delivery issue attributable to the recipient, available options will be evaluated after the package is returned.
Additional delivery charges may apply if reshipment is requested.
12. Statutory Consumer Protections
The procedures in this policy are intended to explain Luna Pet Haven's standard practices. They do not exclude or limit consumer rights or remedies that cannot legally be waived.
If applicable federal, state, or local law provides mandatory protections that differ from these terms, the applicable legal requirements will control.
13. Contact Luna Pet Haven
For questions about a purchase, return request, refund, replacement, or this policy, please contact:
Luna Pet Haven
4802 Golden Gate Dr
Killeen, TX 76549
United States
Phone: 514946643
Email: l01052248167@gmail.com