Refund policy

1. Strict No Return/Refund Policy

All sales are final. Due to stringent hygiene standards for pet products, Luxfurry does not accept returns, exchanges, or refunds under any circumstances. This policy applies to:

  • All pet clothing, accessories (hair clips, bags), and custom items.

  • Purchases made online (via www.luxfurry.com) or in-store (D2 Place, Hong Kong).

2. Hygiene Justification

Pet apparel and accessories come into direct contact with animals. To prevent cross-contamination and ensure the health/safety of all pets and customers:

  • Items cannot be resold once dispatched.

  • Exceptions will not be granted, including for sizing issues, color preferences, or accidental purchases.

3. Damaged or Defective Items

While we rigorously quality-check all orders, if you receive a legitimately damaged or defective item:

  1. Email us within 24 hours at luxfurrypet@gmail.com with:

    • Order number

    • Photos/video of the defect

  2. We will investigate and, if validated, offer a replacement or store credit at our discretion.

(Note: Minor variations in fabric texture/color due to lighting/monitors are not considered defects.)

4. Order Accuracy

  • Double-check sizes/quantities before purchasing (refer to our Size Guide).

  • Contact us immediately at luxfurrypet@gmail.com if you entered incorrect shipping details (we can modify orders only if unused shipping labels).

5. Contact

For policy questions:
Email: luxfurrypet@gmail.com
Response Time: 1–2 business days (Hong Kong time).