Returns & Refunds Policy

At LuxeWag Collective, your satisfaction is our priority. We want you and your pet to love our products. If for any reason you are not completely satisfied, please review our policy below for returns and refunds.

1. Return Eligibility

Items must be returned within 30 days of receipt.
Products must be in their original, unused condition and in original packaging.
Items with pet hair, odours, or signs of wear cannot be accepted for hygiene reasons.

2. Non-Returnable Items

Pet-related products must be in their original, unused condition and in original packaging for hygiene reasons.
Personalised or custom-made products.
Perishable goods such as pet treats.
Items marked as 'Final Sale' at the time of purchase.

3. How to Start a Return

To initiate a return, please contact our support team at hello@luxewagcollective.com with your order number and the reason for the return. We will provide you with a return authorisation and instructions.

4. Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

5. Damaged or Faulty Items

If your item arrives damaged, please notify us within 48 hours of delivery. Include photos of the damage and your order number. We will arrange a replacement or full refund at no extra cost.

6. Processing Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days.

7. Exchanges

We only replace items if they are defective or damaged. If you need a different size or colour, please follow the return process and place a new order.

8. Partial Refunds

In certain situations, only partial refunds may be granted, such as for items returned more than 30 days after delivery or products that are missing parts or damaged not due to our error.

9. Late or Missing Refunds

If you haven’t received a refund yet, check your bank account or contact your credit card company first. If you’ve done this and still haven’t received your refund, please contact us at hello@luxewagcollective.com.

10. Contact Us

For any questions regarding returns and refunds, please reach out to us at: hello@luxewagcollective.com or visit our location in the United Kingdom.