Refund policy

THE 30-DAY LUMINA CRAFTSMANSHIP GUARANTEE

At Lumina Relief, we engineer our gear to the highest elite standards. We stand behind the structural integrity of our products. If your item arrives with a genuine manufacturing defect, we will replace it or refund it within 30 days of delivery.

To protect our community and maintain our uncompromising hygiene standards, we strictly enforce the following return parameters:

CONDITION OF RETURN

Due to the biological nature of pet products, we do not accept returns on used items. To be eligible for a standard return, your item must be strictly unused, unwashed, and in the exact same pristine condition that you received it. It must be in the original packaging.

• Hygiene Inspection: Every returned item is subjected to a rigorous inspection under blacklight. If an item is returned with pet hair, dander, stains, odors, or any signs of use, the return will be immediately rejected and destroyed, and no refund will be issued.

CUSTOM & ENGRAVED ITEMS

All items from The Royalty Collection that feature custom diamond-engraving (e.g., personalized collars) are FINAL SALE. Because these items are permanently altered with your pet's specific details, they cannot be restocked. We will only issue a replacement for custom items if the Lumina Relief team made a spelling error contrary to what was submitted on your original order form.

PROOF OF DEFECT PROTOCOL (MANDATORY)

If you are claiming a manufacturing defect or transit damage, you must provide proof before an RMA (Return Merchandise Authorization) is issued.

1. You must submit a high-definition video or minimum of three (3) well-lit photographs clearly displaying the defect.

2. You must provide a photo of the original shipping label and packaging.

3. Claims for heavy chewing, scratching, or destructive behavior from your pet do not constitute a manufacturing defect and are not eligible for a refund.

INITIATING A RETURN

Do not send your purchase back to the manufacturer or the return address on your shipping label without authorization. To initiate a return, contact our Client Support team with your Order Number and mandatory photo/video evidence. If approved, you will be provided with an RMA number and instructions. Note: The customer is responsible for all return shipping costs for non-defective buyer’s remorse returns.