Return and Refund Policy

At Pet Universe LUNA ,we are dedicated to ensuring the well-being of the pets we sell and the satisfaction of our customers. Please review our return and refund policy carefully.

1. Health Guarantee & Returns

We provide a specific health guarantee on all livestock (puppies, kittens, and other animals) sold through our store. This guarantee mainly covers parvo and distemper in puppies/kittens for a period of seven (7) days from the date of purchase.

• If your pet is diagnosed with a covered illness within this period by a licensed veterinarian, you may be eligible for a return and full refund, exchange, or store credit at our discretion.
• To qualify for a return, the pet must be returned to our store in the condition it was sold (except for the diagnosed illness) along with the veterinarian’s report.

2. Return Process

If you need to return a pet, please follow these steps:

• Contact us within 24 hours of the diagnosis by a veterinarian.
• Provide a written statement or report from a licensed veterinarian detailing the condition of the pet.
• Return the pet to our store for a health evaluation, along with all required documents.

Upon verification, a refund will be issued via the original payment method, store credit, or exchange based on our assessment.

3. Refund Conditions

Refunds or exchanges will only be issued under the following circumstances:

• Health-Related Refunds: If a veterinarian confirms that the pet suffers from a serious illness covered under our health guarantee within the seven (7) day warranty period.
• Unforeseen Death: If the pet passes away within the warranty period due to a covered illness, you may be eligible for a full refund, exchange, or store credit. A veterinarian’s report must be provided.

4. Non-Refundable Circumstances

Returns and refunds will not be accepted in the following cases:

• The pet was not diagnosed by a licensed veterinarian with a covered illness within the seven (7) day warranty period.
• Any illness, injury, or death due to mishandling, neglect, or improper care after the pet leaves our store.
• Personal reasons such as a change of mind, inability to care for the pet, or allergies.

5. Special Promotion Item

Pets sold at discounted rates, during special promotions, or with specific terms of sale may be considered final sale and will not be eligible for returns or refunds unless covered under the health guarantee.

6. Additional Terms

All returns must include proof of purchase (receipt). Refunds may take up to 7 business days to process. We reserve the right to refuse any return that does not comply with this policy.

7. Customer Support

If you have any questions regarding our return and refund policy, please feel free to contact us at Pet Universe LUNA . We are here to assist with any concerns you may have about your purchase.