Refund & Return Policy
At LUMORA, we want you to love your gear as much as your dog loves the adventure. If something isn't right, here's how we handle it.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, contact us at hello@explorelumora.com within 30 days of delivery with a photo of the issue. We'll send a replacement or issue a full refund — no need to send the item back.
Change of Mind
If you simply change your mind, you may return unused items in their original condition within 14 days of delivery for a refund of the product price. Return shipping is the responsibility of the customer, and the original shipping cost (if any) is non-refundable. To start a return, email us at hello@explorelumora.com with your order number.
Refund Timing
Once approved, refunds are processed to your original payment method within 5–7 business days. Please note it may take additional time for your bank or payment provider to reflect the refund.
Non-Returnable Items
For hygiene reasons, items such as bandanas and bedding that have been used cannot be returned unless defective.
Questions? Reach out anytime at hello@explorelumora.com — we're happy to help.