退款政策

Personalized and custom products

Because personalized products are made specifically for you, they cannot be returned or exchanged for a change of mind after you approve the digital proof. This does not affect your rights if an item arrives damaged, defective, or different from the approved design.

Before production of a personalized memorial box or urn, we will send a digital proof. You may request revisions at no additional charge until you are satisfied and approve it.

Non-personalized products

For eligible non-personalized items, you may request a return within 30 days of delivery. The item must be unused, unworn, in its original packaging, and accompanied by proof of purchase. Contact us before sending anything back so we can provide return instructions. Returns sent without authorization may not be accepted.

Damaged, defective, or incorrect items

Please inspect your order on arrival. If it is damaged, defective, or incorrect, email 3095408008@qq.com promptly with your order number and clear photos of the product and packaging. After review, we will arrange an appropriate replacement, repair, or refund.

Return shipping

For approved change-of-mind returns, the customer is responsible for return shipping. If we confirm a quality issue or fulfillment error, Luma Paw Home will provide the appropriate resolution and cover reasonable return shipping when a return is required.

Refunds

We will notify you after an approved return is received and inspected. Approved refunds are issued to the original payment method. Your bank or card provider may need additional time to post the refund.