Returns & Refunds
Returns & Refunds
We want your dog to love what you ordered. If it is not right, you have two ways to return it.
Your 14-day legal right to cancel
Under EU consumer law you may cancel your order for any reason within 14 days of receiving it, without giving a reason. To exercise this right, tell us in a clear statement by email at luriveasupport@gmail.com before the 14 days expire. You then have a further 14 days to send the goods back.
Our 30-day money-back guarantee
On top of your legal rights, we voluntarily extend the window to 30 days from delivery. If the item is not right for your dog, contact us within 30 days and we will arrange a size swap or a full refund.
Condition of returned items
Items should be returned in a re-saleable condition with any packaging where possible. You may inspect and try the item on your dog as you would in a shop; you are only liable for any reduction in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods. Items returned heavily soiled, damaged or worn beyond trial may be refunded in part.
How to start a return
- Email luriveasupport@gmail.com with your order number and whether you want a swap or a refund.
- We reply with return instructions and the return address.
- Send the item back, keeping your proof of postage.
Return postage
Size swaps are free — we cover the cost. For change-of-mind returns the customer covers return postage. If the item is faulty, damaged or not as described, we cover it.
Refund timing
Once we receive the item back (or proof that you sent it), we refund within 14 days to your original payment method. Original delivery costs are refunded in full for cancellations made under your 14-day right. Your bank may take a few extra days to display the refund.
Faulty or incorrect items
If something arrives damaged, faulty or not what you ordered, email us with a photo and we will replace it or refund you in full, including postage. Your statutory rights in respect of faulty goods are not affected by this policy.
Operated by Lurivea, Sliema, Malta. Contact: luriveasupport@gmail.com