Refund and Return Policy for Pure Luxe Paws
Effective Date: January 17, 2025

At Pure Luxe Paws, we strive to provide you with the highest quality pet apparel and accessories. However, we understand that sometimes products may not meet your expectations or fit your pet as intended. This Refund and Return Policy outlines how we handle returns, refunds, and exchanges to ensure a smooth experience for you and your pet.

1. Returns

We want you to be completely satisfied with your purchase. If you are not happy with your order, you may return eligible items within 30 days from the date of delivery for a full refund or exchange, subject to the following conditions:

  • The item must be unused, unwashed, and in its original condition with all tags and packaging intact.
  • Items that have been worn or used, or are not in resalable condition, may not be eligible for return.
  • Customized or personalized items are non-returnable unless they are defective or damaged upon arrival.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@pureluxepaws.com or call 412-551-0279 to request a return authorization. Be sure to provide your order number, a description of the item(s) you wish to return, and the reason for the return.

  2. Return Authorization: Once your return is authorized, we will provide you with detailed instructions, including how to send the item back and the address for returns.

  3. Ship the Item: Pack the item securely in its original packaging and ship it back to us using the return method specified by our customer service team. We recommend using a trackable shipping service to ensure that your return is received.

3. Refunds

Once we receive your returned item and confirm that it meets our return criteria, we will process your refund. Refunds will be issued to the original payment method used for the purchase.

  • Processing Time: Please allow up to 5-7 business days for your return to be processed. Refunds typically take 5-10 business days to appear in your account, depending on your bank or payment provider.
  • Restocking Fees: A restocking fee may apply to returned items in certain cases, such as if the product is not in original condition or has been used. You will be notified of any restocking fees before the refund is processed.

4. Exchanges

If you would like to exchange an item for a different size, color, or product, please contact us at info@pureluxepaws.com to initiate the exchange process. We will help you choose the correct item and guide you on how to return the original product.

  • Exchanges Process: If the item you want to exchange for is in stock, we will process the exchange and ship out the new item. If the new item is out of stock, we will issue a refund instead.
  • Shipping Costs: Customers are responsible for return shipping costs for exchanges unless the item is defective or was sent in error. We will cover the shipping costs for the new item in cases of defective products or errors on our part.

5. Non-Returnable Items

The following items are non-returnable:

  • Custom or personalized products: Items that are specifically tailored or personalized for your pet cannot be returned unless defective.
  • Sale and Clearance Items: Any items purchased at a discount or marked as final sale are not eligible for returns, exchanges, or refunds.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@pureluxepaws.com or 412-551-0279. We will gladly assist you with a return, exchange, or refund for the defective item.

  • Proof of Damage: In some cases, we may request photos of the damaged item to verify the issue before processing a refund or exchange.
  • Shipping Costs: For damaged or defective items, we will cover the return shipping costs.

7. Cancellations

Once an order is placed and processed, it is usually too late to cancel it, as we begin preparing it for shipment immediately. If you need to cancel your order, please contact us as soon as possible, and we will make every effort to assist you. If the order has already shipped, please refer to our return process.

8. Contact Us

If you have any questions or need assistance with returns, refunds, or exchanges, please don’t hesitate to contact our customer service team:

  • Email: info@pureluxepaws.com
  • Phone: 412-551-0279
  • Address: 169 Stiles Street, Crafton, Pennsylvania, United States

9. Changes to the Refund and Return Policy

We reserve the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page with the updated effective date. Please review this policy periodically to stay informed about our return and refund procedures.