At Lumetra LLC, your satisfaction is our priority. We want you and your pet to love every purchase. If something isn't right, here's exactly how we handle returns, exchanges, and refunds — no runaround, no fine print surprises.
1. Return Window
You may return most items within 30 days of delivery for a full refund or exchange. To be eligible:
- Item must be unused and in its original condition
- Original packaging must be intact (box, tags, seal)
- You must have proof of purchase (order number or receipt)
Returns requested after 30 days are handled on a case-by-case basis at our discretion.
2. Non-Returnable Items
The following items cannot be returned or refunded due to health, safety, and hygiene reasons:
- Opened pet food, treats, or supplements (Blue Buffalo, Purina, Fancy Feast, etc.)
- Used grooming products or consumables
- Customized or personalized products
- Items marked "Final Sale" at the time of purchase
- Gift cards
3. Damaged or Incorrect Orders
If you receive a damaged, defective, or wrong item, we will make it right — no return required in most cases. Contact us within 7 days of delivery and include:
- Your order number
- A clear photo of the item and the issue
We will ship a free replacement or issue a full refund within 2 business days of verification. You will not be charged return shipping for our errors.
4. How to Start a Return
To initiate a return, please do the following:
- Email us at muhammadyousaf@lumetrallc.net with your order number and reason for return
- Or call us at +1 (832) 4646203 (Mon–Fri, 9 AM–5 PM EST)
- Our team will respond within 1 business day with return instructions and a prepaid label (where applicable)
Do not send returns without prior authorization — unauthorized returns may be refused or delayed.
5. Return Shipping Costs
- Defective / Wrong items: We cover all return shipping costs — free for you.
- Change of mind returns: Customer is responsible for return shipping. We recommend using a trackable carrier. Lumetra LLC is not responsible for lost return shipments.
- Free shipping threshold: If your refund brings the original order below $75, the original shipping fee ($5.99) may be deducted from your refund.
6. Refund Processing
Once we receive and inspect your return:
- Approved refunds are processed within 3–5 business days
- Refunds are issued to your original payment method
- Your bank or card provider may take an additional 3–7 business days to reflect the credit
- You will receive an email confirmation when your refund is issued
We do not issue refunds in cash or to alternative payment methods.
7. Exchanges
We offer free exchanges on unopened, unused items within 30 days. If you want a different size, color, or product, email us and we'll arrange the swap. Availability is subject to stock.
8. Subscription & Recurring Orders
Lumetra LLC does not offer auto-renewing subscriptions or recurring billing. Every order is a one-time purchase. You are never automatically enrolled in a subscription plan.
9. Contact Us
Have a question about your return or refund? We're happy to help.
- Email: muhammadyousaf@lumetrallc.net
- Phone: +1 (832) 4646203 (Mon–Fri, 9 AM–5 PM EST)
- Address: 829 Redbud Drive Apt 26 Allen Texas 75002
- Or visit our Contact page to submit a request.