Return Policy

Return & Exchange Policy — Pets LUV

Overview

Most purchases are final sale. We do not accept returns or exchanges except in very limited cases:

  • 📦 Damaged in transit / Defective on arrival (DOA)

  • 🐾 Wrong item shipped

When eligible, our remedy is an identical replacement or store credit, at our sole discretion. Refunds are generally not provided.

Nothing in this Policy limits your rights under applicable Canadian consumer protection laws.

Eligibility Windows

  • Damage / DOA: You must contact us within 48 hours of delivery, including clear photos.

  • Wrong item: You must contact us within 7 days of delivery, unopened and unused.

Requests made outside these windows are not eligible.

Strict Condition Checklist (all must be met)

For a return to be authorized, the item must:

  • Be unopened, unused, and in its original, undamaged packaging with all tags, seals, manuals, and accessories intact.

  • Match our records for serial numbers and/or security labels, with no tampering.

  • Not have been worn, chewed, washed, installed, or used by a pet.

  • Have clean packaging (no tape, labels, or writing on the retail box).

  • Include proof of purchase, photos of the item and packaging, and an RMA number (provided by us) before shipping.

  • Be returned using prepaid and insured shipping, following our instructions. Shipments sent without an RMA will be refused.

Final Sale / Non-Returnable Items

For health, safety, and hygiene reasons, the following cannot be returned or exchanged:

  • 🦴 Pet food, treats, chews, supplements, and grooming products (opened or unopened).

  • 🛁 Personal care and hygiene products, such as brushes, beds, blankets, wearable accessories, collars, harnesses, toys, and soft goods once the packaging is opened.

  • 👚 Apparel (pet or human) that has been worn, washed, or is missing tags.

  • 🏠 Large items such as crates, litter boxes, cat trees, or furniture once unboxed, assembled, or installed.

  • 🏷️ Clearance/final sale items, bundles (if any item is opened), special orders, custom/pre-orders, gift cards, digital goods, batteries, software/apps once activated, price-matched orders, and financed purchases except DOA/wrong item per above.

Restocking & Fees (if a return is authorized)

  • A 20–30% restocking fee may apply, at our discretion.

  • Shipping fees are non-refundable. If we provide a prepaid label, its cost is deducted from any credit.

  • Refused or undeliverable packages are treated as returns (if eligible), minus two-way shipping and applicable fees.

  • Missing accessories, manuals, or damaged packaging may result in additional deductions.

Process for DOA / Wrong Item

  1. Contact info@petsluv.ca within the applicable deadlines with:

    • Your order number

    • Photos of the product, serial label (if any), and inner & outer packaging

    • A short description of the issue

  2. Keep all packaging, as carriers may require inspection.

  3. We may request additional evidence or perform remote troubleshooting.

  4. Once approved, we’ll issue an RMA number and instructions.

  5. After verification, we’ll ship an identical replacement. If identical stock is unavailable, we may issue store credit. (No upgrades or substitutions.)

Manufacturer Warranties

Some items are covered by manufacturer warranties. Warranty service is not considered a return—we may connect you directly with the manufacturer for repair or replacement according to their terms.

Exchanges

We do not offer exchanges for sizing, fit, or preference. Exchanges are limited to identical item replacements only when approved under DOA or wrong item cases.

Price Adjustments & Cancellations

  • We do not offer price adjustments on prior purchases.

  • Orders may be non-cancellable once placed. If cancellation is possible, a processing fee may apply.

  • Shipped orders cannot be cancelled.

Refund Method (rare cases)

If a refund is issued (at our sole discretion), it will be processed to the original payment method only.
For financed orders, refunds (if any) follow the financing provider’s policies.
Please allow 10–14 business days after inspection for processing.

Contact

Questions? Email info@petsluv.ca with your order number.
We aim to respond within one business day. 🐾💌