Refund policy

Returns and Refunds Policy

When you receive your order from Lucky Pup, you have 90 days to request an exchange or refund. Contact hello@luckypup.co.uk and we will help you through the process.

How do I return an item for a refund or exchange?

We deal with every return personally. If you wish to return an order, please contact us first.

In your email, please include:

• Your order number
• Which item(s) you wish to return
• The reason for returning the item(s)
• If you want an exchange, what you would like instead
• If you want a refund, confirmation that you would like a product refund

We aim to reply to return and refund queries within 24–48 hours on working days.

Please remember:

• Personalised or bespoke items cannot usually be refunded unless they are faulty, damaged, or not as described.
• Items should be returned unused, in a clean/resaleable condition and with original packaging where possible.
• Allow 3–5 working days after the goods reach us for your return to be processed.
• Returns received after 90 days may not be processed.
• Refunds are credited back to the original payment method used to place the order.
• Card refunds can take 3–5 working days to appear on your statement after processing.
• Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or not as described.
• Goods remain the customer’s responsibility until they arrive with our customer-service team.

Incorrect, faulty or damaged items

If your item is incorrect, faulty or damaged, email hello@luckypup.co.uk with your order number and clear photos of the item and packaging. We may ask you to return the product so we can investigate and resolve the issue.

This returns policy does not affect your statutory rights.