Refund policy
โฉ๏ธ Returns & Refunds Policy
Last updated: October 22, 2026
30-day returns ย ยทย Return label provided ย ยทย No restocking fee
This policy applies to orders shipped to the United States and Canada.
โ What can be returned
You can request a return within 30 days of delivery for a full refund to your original payment method. Items must be unused, in their original condition and packaging, with any tags still attached.
๐ซ Items that can't be returned
- Opened food, treats, chews and supplements
- Used grooming and hygiene items
- Items marked Final Sale
- Gift cards
Final Sale items are clearly labeled as non-returnable on their product page before you buy. Damaged, defective or incorrect items are always eligible for a replacement or refund, even if they belong to one of these categories.
๐จ How to start a return
- Contact us by email at support@luluvel.com or on WhatsApp at +1 (646) 314-2254 with your order number, the item(s) you'd like to return and the reason.
- We'll email you a return label within 2 business days.
- Pack the item securely and drop it off with the carrier shown on the label.
Items in the same order may have different return destinations, so each one may come with its own label. Please use only the label we send you โ items sent to any other address can't be processed.
๐ณ Refunds
Once your return is received and inspected, we'll refund your original payment method in the currency you paid. Please allow up to 10 business days after we receive the item, plus the time your bank needs to post the credit. Original shipping charges aren't refundable unless the return is the result of our error. If your bank converted the currency, the amount credited may differ slightly because of exchange rates.
๐จ๐ฆ Canadian orders
Duties and import taxes collected by the carrier at delivery are not charged by Luluvel, so we can't refund them directly. You may be able to request a refund of those charges from the Canada Border Services Agency when you return an item.
๐ ๏ธ Damaged, defective or wrong item
Contact us within 7 days of delivery with your order number and photos. We'll send a replacement or a full refund at no cost to you.
๐ Exchanges
The fastest way to get a different size or color is to return the original item and place a new order.
โ Cancellations
You can cancel an order before it ships by contacting us as soon as possible. Once an order has shipped, please follow the return process above.
โ๏ธ Your rights. This policy doesn't limit any rights you may have under the laws of the US state or Canadian province where you live. Where those laws give you additional rights, those rights apply.
๐ฌ Need help with a return?
Contact us with your order number. We're here for you and your companion.
โ๏ธ Email: support@luluvel.com
๐ฌ WhatsApp: +1 (646) 314-2254