Customer Satisfaction

Refund & Return Policy

Your satisfaction matters deeply to us. If something isn't right with your order, we're here to make it right. Please read our policy carefully to understand your options.

Return Eligibility

We accept returns on eligible items within 30 days of the confirmed delivery date. To qualify for a return, items must meet all of the following conditions:

• The item is unused and in its original condition
• All original packaging, tags, and accessories are intact
• The return request is submitted within the 30-day window
• Proof of purchase (order number or confirmation email) is provided

Items that do not meet these criteria may not be accepted for return.

Non-Returnable Items

For the health and safety of all pets and customers, the following categories are not eligible for return:

• Pet food, treats, and consumable supplements
• Grooming products and hygiene items (once opened)
• Personalized or custom-made products
• Items marked as final sale at the time of purchase
• Products that have been used, washed, or altered

How to Initiate a Return

To begin the return process, please follow these steps:

1. Email us at support@lucypaco.com with the subject line "Return Request — [Your Order Number]"
2. Include your order number, the item(s) you wish to return, and the reason for your return
3. Our team will review your request and respond within 1–2 business days with return instructions
4. Once approved, securely package the item and ship it to the address provided by our team

Please do not send items back without prior authorization, as unauthorized returns may not be processed.

Return Shipping Costs

Unless the return is due to a defect, damage, or an error on our part, the cost of return shipping is the responsibility of the customer. We recommend using a trackable shipping method, as Lucypaco cannot be held responsible for items lost in return transit.

If your return is the result of a Lucypaco error (wrong item sent, defective product), we will cover the return shipping cost in full.

Refund Processing

Once we receive and inspect your returned item, we will notify you by email of the outcome. If approved, your refund will be processed within 5–7 business days and credited to your original payment method.

Please allow additional time for your bank or payment provider to reflect the credit in your account. Processing times vary by institution and are outside of our control.

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us within 7 days of delivery at support@lucypaco.com. Please include:

• Your order number
• A clear description of the issue
• Photographs of the damaged or incorrect item and its packaging

We will arrange a replacement or issue a full refund at no additional cost to you.

Exchanges

We currently do not offer direct exchanges. If you would like a different size, color, or product, please initiate a return for the original item and place a new order for the desired item. This ensures the fastest possible turnaround for you.

Need Help With a Return?

Our support team is ready to assist you. We respond to all inquiries within 1–2 business days.

support@lucypaco.com