At Petluno, we want you to feel confident shopping with us. If something is not right with your order, we are here to help.
This Return & Refund Policy applies to eligible purchases made through petluno.com and delivered within Canada and the United States.
Nothing in this policy limits any rights you may have under applicable federal, provincial, territorial, or state consumer protection laws.
1. 30-Day Return Policy
We accept eligible returns within 30 days of delivery.
To qualify for a return, the product must:
- Be unused and in its original condition
- Include all original packaging, accessories, manuals, components, and promotional items supplied with the product
- Have no signs of wear, damage, misuse, pet-related damage, or alteration
- Include proof of purchase or your Petluno order number
Petluno reserves the right to refuse a return or reduce the refund if the product is returned incomplete, used, damaged, or in a condition different from how it was originally delivered.
2. How to Request a Return
Before sending any product back, please contact Petluno Customer Support:
Email: support@petluno.com
Phone: +1 514 467 7773
Please include:
- Your order number
- The product you wish to return
- The reason for the return
- Photos or videos where applicable
If your return is approved, we will provide instructions explaining where and how to return your product.
Do not send a product back without receiving return authorization from Petluno. Unauthorized returns may not be accepted.
Once a return is authorized, the product should be shipped back promptly using the return instructions provided.
3. Change-of-Mind Returns
If you simply change your mind, order the wrong item, or no longer want the product, you may return an eligible product within the 30-day return period.
For change-of-mind returns:
- The customer is responsible for return shipping costs.
- Original shipping charges are non-refundable.
- The product must meet our return eligibility requirements.
- We strongly recommend using a trackable shipping service.
If Petluno provides you with a prepaid return label for a change-of-mind return, the cost of the return label may be deducted from your refund.
4. Damaged, Defective, or Incorrect Products
Please inspect your order when it arrives.
If your product arrives:
- Damaged
- Defective
- Missing components
- Different from what you ordered
please contact us as soon as reasonably possible at support@petluno.com.
Include your order number and clear photos or videos showing the issue.
If we confirm that the product was damaged, defective, incomplete, or incorrectly shipped, Petluno will cover the reasonable cost of returning the product and, depending on the circumstances, offer one of the following:
- A replacement
- An exchange
- A refund
You will not be charged return shipping because of an error made by Petluno or because a product arrived defective or damaged.
5. Exchanges
We offer exchanges for eligible products when:
- The wrong product was delivered
- The wrong size or variant was delivered
- The product arrived damaged
- The product is defective
- An exchange is otherwise approved by our Customer Support team
Exchange availability depends on inventory.
If the requested replacement is unavailable, we may offer an alternative product, store credit, or a refund.
For exchanges requested because the customer ordered the wrong size, colour, model, or product, return shipping costs may be the customer's responsibility.
6. Products That Cannot Be Returned
Unless required by applicable law, we generally cannot accept returns for:
- Products that have been used, damaged, altered, or modified after delivery
- Products showing significant pet use, chewing, scratching, staining, contamination, or other damage
- Products missing original parts, accessories, packaging, or components
- Gift cards
- Personalized or customized products
- Items specifically marked Final Sale
- Opened consumable, hygiene, or sanitary products where resale would not be appropriate
If you are unsure whether your product is eligible for return, please contact us before sending it back.
7. Final Sale and Clearance Items
Products clearly identified as Final Sale at the time of purchase cannot normally be returned or exchanged for change-of-mind reasons.
However, this does not affect your rights if an item arrives defective, damaged, incorrectly supplied, or where applicable law requires another remedy.
8. Return Shipping
Change-of-Mind Returns
Customers are responsible for return shipping costs.
Damaged, Defective, or Incorrect Orders
Petluno will cover reasonable return shipping costs when we confirm that the product arrived damaged, defective, incomplete, or incorrectly supplied.
Petluno is not responsible for return packages lost or damaged in transit when customers arrange their own return shipping. We recommend using a trackable shipping service and keeping your shipping receipt until your return has been completed.
9. Refunds
Once your return is received, we will inspect the product and notify you whether your refund has been approved.
Approved refunds will normally be issued within 5 business days after the return has been inspected and approved.
Refunds are issued to the original payment method used for the purchase.
Depending on your bank, credit card issuer, or payment provider, additional processing time may be required before the refund appears in your account.
10. What Is Refunded?
For an approved eligible return, we will refund:
- The eligible purchase price of the returned product
- Applicable sales taxes associated with the refunded product
Unless the return results from a Petluno error or a damaged, defective, or incorrect product, the following are generally not refundable:
- Original shipping charges
- Return shipping charges
- Expedited shipping upgrades
- Other delivery-related charges
Where required by applicable law, refunds will be handled according to those legal requirements.
11. Missing or Lost Orders
If your tracking information shows an unusual delay, or you believe your package has been lost in transit, please contact us at support@petluno.com.
We will review the shipment information and work with the carrier where appropriate.
If Petluno or the carrier confirms that an order was lost before delivery, we will determine the appropriate replacement or refund based on the circumstances and applicable law.
12. Refused and Undeliverable Packages
If an order is returned to Petluno because:
- An incorrect or incomplete shipping address was provided
- Delivery was repeatedly unsuccessful
- The customer refused delivery without prior authorization
reasonable shipping or return costs incurred by Petluno may be deducted from any refund, where permitted by law.
Orders returned because of an error by Petluno will not be subject to these deductions.
13. Order Cancellations
We process orders quickly.
If you need to cancel or modify an order, contact us as soon as possible at support@petluno.com.
We cannot guarantee cancellation once an order has entered processing or has been shipped.
If the order has already shipped, our standard return policy will apply.
14. Refunds to the Original Payment Method
For fraud prevention and payment security, refunds are normally issued only to the original payment method used to place the order.
We generally cannot issue a refund to a different credit card, bank account, or individual.
15. Abuse of the Return Policy
Petluno reserves the right, where permitted by law, to refuse returns or limit return privileges in cases involving suspected:
- Return fraud
- Excessive or abusive returns
- Product substitution
- False claims of damage or non-delivery
- Deliberate product damage
- Other misuse of our return program
This provision does not limit any rights or remedies available to customers under applicable consumer protection laws.
16. Canada and United States Consumer Rights
Consumer protection requirements may vary depending on your province, territory, or U.S. state.
Where applicable consumer protection law gives you rights greater than those described in this policy, the applicable law will take precedence.
17. Contact Us
Questions about returns, exchanges, damaged products, or refunds can be directed to:
Petluno Customer Support
Email: support@petluno.com
Phone: +1 514 467 7773
Website: petluno.com
