We hope you and your pup love what you've ordered! If they don’t fit perfectly, don’t worry - we've made the return process super easy!
First, please make sure your return items meet the following conditions to be eligible for a refund or exchange:
Returns/ Refunds Policy and Requirements
• We will not be replace harnesses/items that are damaged due to dogs chewing on buckles and/or other parts of the item. In addition, we will not accept nor give any type of refund or credit for used products that do not abide by our return/refund policy. We are not responsible for returning items that do not meet our return/refund standards. Do not send back items that have been worn, as they will not be refunded/credited nor will they be sent back to purchaser.
• To be eligible for a return the items need to be in BRAND NEW, HAIR-FREE, unaltered, and unwashed. Items need to be returned within 30 days of the purchase date for a credit refund. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
How to return your items:
• Package your unworn item(s) and include the packaging slip. If packaging slip is unavailable please go to your email and print off your original order receipt that includes your order number.
• Send the item(s) back to:
The Lucky Pooch
Attention: Beatriz Perez Rodriguez
Avda de Canarias 12, 7-C
35002.- Las Palmas
Spain
• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
• If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
• Non-returnable items: Final Sale Items, Gift Cards, and Downloadable Software Products may not be returned.
• Email customerservice@theluckypooch.com if you have any questions about your return. Please include your order number in the subject line of the email.
Refunds (if applicable)
Once your return is received, inspected, and approved (the item must meet our return requirements), then your refund will be processed, and a credit will automatically be applied to your original method of payment. It may take 5-7 business days for your bank to process the refund to your account.
Late or missing refunds (if applicable)
If you haven’t received a refund after 7 business days, contact your bank/credit card company.
If you’ve done this and you still have not received your refund yet, please contact us at customerservice@theluckypooch.com
Exchanges
We do not accept exchanges at this time.
Due to high sell-out risk, the only way to guarantee that you will receive your desired item/size/color is to place a NEW order for the item in your desired size/color and send back the unused HAIR-FREE item that you would like to return.
Gifts
If you received your item as a gift, and need a return/exchange please email customerservice@theluckypooch.com
Defective or Wrong Product
Please look over your order as soon as you get it in your hands. If you think that you've received a defective item, contact our customer service team customerservice@theluckypooch.com within 3 business days of receipt of your order and we will resolve the issue for you.
If you were sent incorrect items or are missing items from your order, please contact our customer service team customerservice@theluckypooch.com as soon as possible so we can get that mishap sorted out for you!