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Returns and Refunds Policy

At The Luxe Tails, we strive to ensure that both you and your pets are delighted with every purchase. However, if you’re not entirely satisfied with your order, we’re here to help. Please review our Returns and Refund Policy below for details on how to proceed.

Returns

Eligibility for Returns:

  • You have 30 days from the date of delivery to initiate a return.
  • To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
  • Certain items, such as personalized or custom products, are not eligible for return unless they arrive damaged or defective.

How to Initiate a Return:

  1. Contact Us: To start a return, please contact our customer service team at support@theluxetails.com with your order number and reason for return. We will provide you with a return authorization and instructions on how to send your item back.

  2. Return Shipping: You will be responsible for paying the shipping costs for returning your item unless the return is due to our error (e.g., wrong item, defective product). We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

  3. Return Address: Please ship your item to the address provided by our customer service team. Do not send your purchase back to the manufacturer unless instructed to do so.

Refunds

Processing Your Refund:

  • Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-30 business days.

Late or Missing Refunds:

  • If you haven’t received a refund yet, first check your bank account again, then contact your credit card company, as it may take some time before your refund is officially posted.
  • If you’ve done all of this and still have not received your refund, please contact us at support@theluxetails.com

Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at theluxtails@gmail.com and send your item to the address provided by our customer service team.
  • If the item you want to exchange is out of stock, we will issue a refund or provide a store credit, depending on your preference.

Non-Returnable Items

  • Gift cards, downloadable software products, and some health and personal care items are non-returnable.
  • Sale items are final sale and cannot be returned or refunded.

Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us within 7 days of receiving the item with photos and details of the issue. We will arrange for a replacement or refund as quickly as possible.

Order Cancellations

  • If you wish to cancel your order, please contact us immediately. Once an order has been processed or shipped, we cannot guarantee cancellation. If the order has already been shipped, you will need to follow our return process once you receive the item.

Shipping Costs for Returns

  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to our error.

Contact Us

If you have any questions or need assistance with your return or refund, please reach out to our customer service team at support@theluxetails.com. We’re here to help and make your experience with The Luxe Tails as smooth as possible.