Refund policy

Refund Eligibility

At CanisLune, we want you and your pet to be completely satisfied with your purchase. To be eligible for a refund, the following conditions must be met:

  • The item must be unused, in its original packaging, and in the same condition as when you received it.
  • You must request a refund within 30 days of receiving your order.
  • Proof of purchase (order number or receipt) is required.

Note: Personalized items (e.g., engraved pet collars or custom-sized pet clothing) are non-refundable unless defective.

Non-Refundable Items

The following items cannot be refunded:

  • Personalized or custom-made products
  • Gift cards
  • Items marked as "Final Sale"
  • Used or damaged products not caused by transit

Return Process

  1. Contact our customer support team via email to initiate your return request.
  2. You will receive return instructions and a Return Authorization Number.
  3. Package the item securely with all original tags and packaging materials.
  4. Ship the item back to us using a trackable shipping service.

Return shipping costs are the customer's responsibility unless the return is due to our error (wrong item shipped or defective product).

Refund Processing

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to the original payment method within 7-10 business days.
  • Depending on your payment provider, it may take additional time for the refund to appear in your account.

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 7 days of delivery with photos of the damaged item.
  • We will arrange for a replacement or full refund at no additional cost to you.
  • You may be asked to return the damaged item for quality control purposes.

International Returns

For international orders:

  • Customers are responsible for return shipping costs and any applicable customs fees.
  • Refunds will be issued minus original shipping costs.
  • Please ensure the item is marked as a return to avoid additional customs charges.

Contact Us

For any questions regarding our refund policy, please email our customer support team. Include your order number and details about your request for faster resolution.