Refund Policy

Refund and Exchange Policy

Dear customer, we are constantly improving our customer support based on your feedback. Below are the main guidelines of our Customer Service Policy:

Condition of your item:
If any part of your PRODUCT is damaged or does not meet the quality you expected, please send us a picture of your product. Our quality team will review the issue and may send you a replacement product. To be eligible for a replacement shipment, your item must be unused and in the same condition as you received it, including the original packaging.

Cancellation Policy:
If you wish to cancel or make changes to your order, please contact us within 24 hours of placing your order: support@lulucapet.com
We are unable to process cancellation requests after 24 hours as the package will have already been shipped. We process orders quickly to ensure prompt delivery. However, once processed at our warehouse, we cannot make changes.

Refund Policy:
If the product you received is damaged, different from what was ordered, or has delivery issues, please inform us! Kindly send an email to support@lulucapet.com or reach out to us via our Fanpage or Instagram. Each case will be reviewed individually, and we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a specified period.

In case of Late or Missing Refunds (if applicable):

If you haven't received a refund yet, first check your bank account again and contact your credit card company. It may take some time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at support@lulucapet.com 

Customer Support:
Our customer contact channels are:
• Email: support@lulucapet.com
• A customer service representative will respond to your inquiry within 48 hours.

PRIVACY STATEMENT

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, we collect the personal information you give us such as your name, address, and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email Marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.

SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery, or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How to Withdraw Your Consent:

If you change your mind after consenting to our use of your information, you may withdraw your consent for us to contact you, collect, and use your information at any time by contacting us via email at support@lulucapet.com.

SECTION 3 - DISCLOSURE:

We may disclose your personal information if required by law or if you violate our Terms of Service.

SECTION 5 - THIRD-PARTY SERVICES:

Third-party providers used by us will collect, use, and disclose your information only to the extent necessary to allow them to perform the services they provide to us. We recommend reviewing the privacy policies of these providers to understand how they handle your personal information.
When you proceed with a transaction involving a third-party service provider, your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.
Links:
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites.

SECTION 6 - SECURITY:

We take reasonable precautions to protect your personal information and follow industry best practices to prevent loss, misuse, unauthorized access, disclosure, alteration, or destruction.
Your credit card information is encrypted using Secure Socket Layer (SSL) technology and stored with AES-256 encryption.

SECTION 7 - AGE OF CONSENT:

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 8 - CHANGES TO THIS PRIVACY POLICY:

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. Material changes will be notified to ensure you are aware of the information we collect, how it is used, and under what circumstances, if any, it is disclosed.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

For accessing, correcting, amending, or deleting personal information, filing a complaint, or obtaining more information, please contact our Privacy Compliance Officer at support@lulucapet.com