Effective Date: October 1, 2025
At The Luxe Pup, we want you to be completely satisfied with your purchase. If for any reason you are not fully satisfied with your product, we are here to help you with a smooth and hassle-free return or exchange process.
Returns and Exchanges
We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return or exchange for eligible items.
To be eligible for a return or exchange, the product must:
- Be unused and in the same condition that you received it
- Be in its original packaging
- Not be on our non-returnable items list (such as personalized or perishable goods)
How to Initiate a Return or Exchange
- Contact Us:
Please email us at support@theluxepup.ca within 30 days of receiving your order to initiate a return or exchange. Include your order number, the product you wish to return, and the reason for the return. - Return Instructions:
Once your return request is processed, we will send you detailed instructions on how to return your product. You will be responsible for the return shipping cost unless the item is defective or damaged upon arrival. - Refund Process:
Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7–10 business days.
Non-Returnable Items
Some items cannot be returned, including but not limited to:
- Personalized or custom items
- Perishable products (e.g., treats)
- Gift cards
Damaged or Defective Products
If you received a damaged or defective item, please contact us immediately at support@theluxepup.ca with your order number and photos of the damaged product. We will provide you with a full refund or exchange.
Late or Missing Refunds
If you haven’t received your refund after 10 business days, please check with your bank or credit card company. It may take some time before the refund is officially posted. If you’ve done this and still have not received your refund, please contact us at support@theluxepup.ca.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at support@theluxepup.ca.
Thank you for shopping with The Luxe Pup. We appreciate your business and aim to provide the best customer service possible. If you have any questions or concerns regarding your purchase, please don’t hesitate to reach out to us.