Refund policy

At Lovfur, we want every order to arrive with care, respect, and quality. If something is not right with your order, please contact us and we will do our best to help.

30-Day Return Policy

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be unused, undamaged, and in the same condition that you received it. It must also be returned in its original packaging, with all accessories, tags, and proof of purchase included.

Items sent back to us without first requesting a return will not be accepted.

How to Start a Return

To request a return, please contact us at:

support@lovfur.com

Please include:

• Your order number
• The reason for your return
• Photos of the item and packaging, if applicable

Once your return request is approved, we will provide return instructions. Please do not send any items back before your return has been approved.

Returns may need to be sent to the following address:

4001 Greystone Dr, Ontario, CA 91761, USA

Personalized & Custom-Made Items

Because many Lovfur products are personalized or custom-made, certain items cannot be returned or refunded for personal reasons.

Personalized or custom-made products include, but are not limited to:

• Items with custom names, dates, photos, messages, engravings, or designs
• Made-to-order memorial products
• Custom pet keepsakes
• Any product created specifically for your order

These items cannot be returned or refunded unless they arrive damaged, defective, incorrect, or there is an issue caused by our mistake.

If you have any concerns about a personalized item, please contact us at support@lovfur.com and we will review your case carefully.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, incorrect, or has any issue caused by our mistake, please contact us immediately at support@lovfur.com.

Please include your order number and clear photos of the item, packaging, and the issue. After reviewing your case, we may offer a replacement, refund, or another suitable solution.

If the issue is our responsibility, we will cover the return shipping cost when a return is required.

Return Shipping Costs

Return shipping costs depend on the reason for the return.

If the return is due to our mistake, such as a damaged, defective, or incorrect item, we will cover the return shipping cost.

If the return is due to personal reasons, such as changing your mind, ordering the wrong item, or no longer wanting the product, the customer is responsible for the return shipping cost.

Original shipping fees are non-refundable unless the return is caused by our mistake.

We do not charge restocking fees or handling fees.

Order Cancellations

You may request to cancel your order within 24 hours of placing it.

If your order has not yet been processed, customized, or shipped, we will do our best to cancel it.

However, once an order has entered production, customization, or shipping, we may not be able to cancel it.

For personalized or custom-made items, cancellation may not be possible once production has started.

Exchanges

The fastest way to exchange an item is to return the original item once your return is approved, and then place a new order for the item you want.

For damaged, defective, or incorrect items, please contact us first so we can help arrange the best solution.

Non-Returnable Items

The following items are not eligible for return:

• Personalized or custom-made items, unless damaged, defective, or incorrect
• Gift cards
• Final sale items
• Items that have been used, damaged, altered, or are not in their original condition
• Items returned without original packaging, accessories, or proof of purchase
• Items returned more than 30 days after delivery

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Please note that it may take additional time for your bank, credit card company, PayPal, or payment provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:

support@lovfur.com

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

To be eligible, the item must be unused, undamaged, in its original packaging, and include proof of purchase.

Please note that this right may not apply to custom-made or clearly personalized items, unless they arrive damaged, defective, incorrect, or there is an issue caused by our mistake.

Contact Us

For any return, refund, or exchange questions, please contact us at:

support@lovfur.com