Refund policy

# Refund Policy

**Luviastilla**

Last updated: July 30, 2026

We want you and your pet to be happy with your purchase. Please review our refund and return policy below.

## 1. Return Window

You have **30 days from the date of delivery** to request a return or refund. After 30 days from delivery, we are unable to offer a refund or exchange.

## 2. Eligibility for Returns

To be eligible for a return, your item must be:

- Unused and in the same condition that you received it

- In its original packaging

- Accompanied by proof of purchase (order number or confirmation email)

Certain items may not be eligible for return due to hygiene reasons, including but not limited to:

- Opened pet food, treats, or consumable items

- Used grooming tools or hygiene products

- Items marked as final sale

## 3. Damaged, Defective, or Incorrect Items

If your item arrives **damaged, defective, or incorrect**, please contact us within **7 days of delivery** at chota0511teruya@icloud.com with:

- Your order number

- A photo or video of the damaged/defective/incorrect item

We will process a **replacement free of charge as quickly as possible**. If a replacement is not available, we will issue a full refund, including any original shipping costs. You will not be responsible for return shipping costs in this case.

## 4. How to Request a Return or Refund

To initiate a return or refund request:

1. Email us at chota0511teruya@icloud.com with your order number and reason for return

2. We will review your request and provide instructions, including a return shipping address if applicable

3. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund

## 5. Return Shipping Costs

For returns due to change of mind or non-defect reasons, the customer is responsible for return shipping costs unless otherwise stated. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

## 6. Refund Processing

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within **5–10 business days**. Please note that your bank or credit card company may require additional time to post the refund to your account.

## 7. Late or Missing Refunds

If you haven't received a refund within the expected timeframe:

1. Check your bank account again

2. Contact your credit card company, as it may take some time before your refund is officially posted

3. Contact your bank, as there is often processing time before a refund is reflected

4. If you've done this and still have not received your refund, please contact us at chota0511teruya@icloud.com

## 8. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need to exchange an item for the same product, contact us at chota0511teruya@icloud.com.

## 9. Order Cancellations

Orders may be canceled for a full refund if the cancellation request is made before the order has been processed and shipped by our supplier (typically within 1–3 business days of order placement). Once an order has shipped, it can no longer be canceled and must instead go through the standard return process.

## 10. Contact Us

For any questions about returns or refunds, please contact:

**Luviastilla**

Email: chota0511teruya@icloud.com

Address: 505 Lions City Nambaminami, 3-14-23 Ebisunishi, Naniwa-ku, Osaka-shi, Osaka 556-0003, Japan