Refund Policy
# Return & Refund Policy
At **Petlunae**, your satisfaction and peace of mind matter to us. This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through our store.
## 1. Return Eligibility
We offer a **30-day return window**, meaning you may request a return within 30 days of receiving your order.
To qualify for a return, the item must:
- Be in the same condition as when it was delivered
- Be unused, unworn, and free from damage
- Include original packaging, tags, and accessories, where applicable
- Be accompanied by a receipt or valid proof of purchase
Items that do not meet these conditions may not be eligible for return.
## 2. How to Start a Return
To request a return, please contact our customer support team at:
**support@petlunae.com**
When contacting us, please include:
- Your Order Number
- The Email Address used for the order
- The item(s) you wish to return
- The reason for your return
- Photos of the item, if relevant
If your return request is approved, we will provide you with return instructions and, where applicable, a return shipping label or return authorization.
**Important:**
Please do not send any items back without prior approval from Petlunae.
Returns sent without authorization may not be accepted or processed.
## 3. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as possible after delivery.
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing parts or accessories
Please contact us as soon as possible at:
**support@petlunae.com**
To help us review the issue quickly, please include your Order Number and clear photos or videos showing the problem where applicable.
Once reviewed, we will provide an appropriate solution based on the circumstances.
## 4. Exceptions / Non-Returnable Items
Certain items may not be eligible for return, including but not limited to:
- Custom-made or personalized products
- Personal care or hygiene-related products that have been opened or used
- Products that show signs of wear, use, washing, or damage
- Items returned without their original packaging, tags, or accessories where required
- Gift cards
- Final-sale items, where clearly identified as final sale before purchase
Original shipping charges paid at checkout are generally non-refundable unless required by applicable law or unless the return is caused by an error on our part.
If you are unsure whether your item qualifies for return, please contact us before sending anything back.
## 5. Exchanges
If you would like a different size, color, or item, the fastest option is generally to:
1. Request a return for the original item
2. Complete the approved return process
3. Place a new order for the desired item
This helps avoid delays caused by product availability or exchange processing.
If you received an incorrect or defective product, please contact us before placing a new order so we can review the issue.
## 6. European Union – 14-Day Cooling-Off Period
If your order is delivered to a country within the European Union, you may have the right to cancel or return your purchase within **14 days of receiving the goods**, without providing a reason, subject to applicable law.
To qualify, items should generally be:
- Unused and unworn
- In their original condition
- Returned with original packaging and tags where applicable
- Accompanied by proof of purchase
Certain exceptions may apply, including for personalized goods, opened hygiene products, or other items excluded under applicable consumer law.
These statutory rights apply independently of our standard 30-day return policy.
## 7. Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved:
- The refund will be issued to your original payment method
- Please allow up to **10 business days** for us to process the approved refund
Your bank, credit card issuer, or payment provider may require additional time to post the refund to your account.
If more than **15 business days** have passed since your refund was approved and you still have not received the funds, please contact us at:
**support@petlunae.com**
## 8. Return Shipping
Return shipping arrangements may depend on the reason for the return.
If the return is due to an incorrect, defective, or damaged item and the issue is confirmed by us, we may provide an appropriate return solution.
For returns based on preference, size selection, change of mind, or other reasons not caused by Petlunae, return shipping costs may be the customer's responsibility unless otherwise required by applicable law.
Any applicable return instructions will be provided after your request has been reviewed and approved.
## 9. Return Address
A return authorization from **Petlunae** is required before sending any item back.
Please do not automatically return products to the address shown on your original package, as the correct return location may vary depending on the product and fulfillment arrangement.
Our registered business information is:
**HONG KONG NIU LING WEN INTERNATIONAL LIMITED**
KINGS COMMERCIAL BUILDING
2 CHATHAM COURT
FLAT/RM 09, 11/F
TSIM SHA TSUI, KOWLOON
HONG KONG
**Important:**
The business address above should not be used as a return address unless our customer support team specifically instructs you to send your return there.
Unauthorized returns may not be accepted.
## 10. Contact Us
If you have questions about returns, refunds, exchanges, or your order, please contact us:
**Petlunae**
**Email:**
support@petlunae.com
**Phone / Text:**
(424) 383-8178
**Company:**
HONG KONG NIU LING WEN INTERNATIONAL LIMITED
**Business Address:**
KINGS COMMERCIAL BUILDING
2 CHATHAM COURT
FLAT/RM 09, 11/F
TSIM SHA TSUI, KOWLOON
HONG KONG