Return Policy

Return & Refund Policy

At Lux Nebulus, we want you and your pet to be satisfied with your purchase. If you are not completely satisfied with your order, we are here to help.

Returns

Eligible items may be returned within 30 days of delivery.

To be eligible for a return, items must be unused, in their original condition, and, where applicable, in their original packaging.

To request a return, please contact us at support@luxnebulus.com with your order number and a brief description of the reason for the return.

Return Authorization

Customers must contact our Customer Support Team and receive return instructions before sending any item back.

Please do not send a return to any address unless it has been provided or confirmed by our Customer Support Team.

Returns sent without prior authorization may be delayed or may not be accepted.

Return eligibility will be determined based on the condition of the item and the requirements outlined in this policy.

Exchanges

We may offer exchanges for eligible items of equal or lesser value within 30 days of delivery, subject to product availability.

If the replacement item has a higher value, the customer may be responsible for paying the difference.

Please contact our Customer Support Team to request an exchange.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us at support@luxnebulus.com within 7 days of delivery.

Please provide your order number and clear photos of the product, packaging, and any visible damage or defect.

After reviewing your request, we may provide an appropriate resolution, which may include:

• A replacement
• A reshipment
• A refund
• An exchange

Customers should not return damaged, defective, or incorrect items unless instructed to do so by our Customer Support Team.

Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Refunds are typically processed within 5–10 business days after the return has been approved. The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.

Original shipping charges are generally non-refundable unless the return is due to an error on our part, such as an incorrect, defective, or damaged item.

Customer Support Before Payment Disputes

If you experience an issue with your order, please contact our Customer Support Team at support@luxnebulus.com so we can review the issue and work toward an appropriate resolution.

We encourage customers to contact us before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.

Non-Returnable Items

The following items are generally not eligible for return:

• Items marked as final sale
• Personalized or custom-made products
• Items that have been used, altered, or damaged after delivery
• Products damaged due to misuse, neglect, improper handling, or normal wear and tear

Additional product-specific return restrictions may apply where clearly stated on the product page.

Return Shipping Costs

Customers are generally responsible for return shipping costs for returns due to a change of mind, ordering the wrong item, or other reasons not caused by Lux Nebulus.

Lux Nebulus will cover or reimburse reasonable return shipping costs when the return is due to:

• The wrong item being sent
• A product arriving damaged
• A product being defective

Return shipping arrangements must be approved by our Customer Support Team before the item is returned.

Return Inspection

All authorized returned products may be inspected upon arrival.

Refunds, replacements, or exchanges are subject to the item meeting the applicable return eligibility requirements.

Return Address

Please do not send returned products to the business address listed below unless specifically instructed by our Customer Support Team.

Because orders may be fulfilled through third-party fulfillment partners, including Zendrop and its supplier network, approved returns may be directed to a designated return facility based on the product and circumstances of the return.

The appropriate return instructions and return address will be provided after your return request has been reviewed and approved.

Contact Us

If you have any questions regarding returns, refunds, exchanges, or order issues, please get in touch with our Customer Support Team.

Lux Nebulus

Email:
support@luxnebulus.com

Phone:
(954) 793-0364

Address:
2654 N Andrews Ave, Ste 2, Wilton Manors, FL 33311

Customer Support Response Time:
1–2 Business Days