Refund policy

REFUND & RETURN POLICY

LullaPaw
Last Updated: September 15, 2026
Contact: helplullapaw@hotmail.com

This Policy explains three distinct types of return/refund rights that may apply to your order, depending on where you live and why you are returning your item. Please read the section that applies to you.

Part A — Statutory Right to Cancel (EU / UK Customers Only)
If you are a consumer in the European Union or United Kingdom, you have a legal right to cancel your order for any reason, without justification, within 14 calendar days of receiving your Product.

  • To exercise this right, simply notify us at helplullapaw@hotmail.com within the 14-day period. Opening a support ticket is only a notification channel — this right is never conditioned on an eligibility review.
  • You must send the Product back to us within 14 days of notifying us of your cancellation. Return shipping cost for this statutory cancellation is your responsibility, unless we notify you otherwise.
  • We will refund you within 14 days of receiving the returned Product (or, if earlier, of you providing evidence that you have sent it back).
  • We may deduct an amount from your refund for any diminished value caused by unnecessary handling beyond what is needed to establish the nature and function of the Product, but only if we informed you of this possibility before you purchased.
  • This right does not exist as a legal requirement in the US, Canada, or Australia; customers in those regions should refer to Part C (Voluntary 60-Day Program) for change-of-mind returns.

Part B — Statutory Warranty for Defective or Misdescribed Products (All Markets)
Regardless of where you live, if your Product arrives damaged, defective, or does not match its description, you are entitled by law to a repair, replacement, or refund. This right exists independently of, and is not reduced by, our voluntary 60-day program described in Part C.

  • EU customers: covered by a 2-year legal guarantee of conformity.
  • UK customers: covered under the Consumer Rights Act 2015.
  • Australian customers: covered by the non-excludable consumer guarantees under the Australian Consumer Law (ACL). For a major failure, you may choose a full refund or replacement; for a minor failure, we will provide a free repair (or, at our discretion, replacement) within a reasonable time.
  • US and Canadian customers: covered by applicable state/provincial implied warranty protections.

To report a defective or damaged item (for example, a heartbeat unit that does not turn on), contact helplullapaw@hotmail.com and include photos or a short video of the issue — this documentation helps us confirm the defect (and pursue it with our manufacturing partner) but is never used to deny a valid claim. Approved claims are resolved at no cost to you, including return shipping where applicable; for large/bulky items in Australia, we cover return shipping in all cases, and for genuine faults we also reimburse reasonable return shipping costs on smaller items.

Part C — LullaPaw 60-Day Voluntary Return Program (Change of Mind)
Beyond your legal rights above, LullaPaw offers an extended, voluntary 60-day return window from the date of delivery, at our discretion, for change-of-mind returns (e.g., your pet doesn't take to the toy, wrong size expectation, etc.). This is a goodwill program and, once published, we will honor it exactly as stated below.

Eligibility criteria (must be met to qualify):

  • Request made within 60 days of delivery.
  • Item unused, in its original condition, and in original packaging.
  • Proof of purchase provided.

How it works:

  1. Open a support ticket at helplullapaw@hotmail.com describing your return request.
  2. Our team reviews the request against the eligibility criteria above (maximum resolution time: 3 business days from ticket submission).
  3. If approved, we issue a prepaid return shipping label at no cost to you.
  4. Once we receive the returned Product, we perform a physical inspection to confirm it meets the eligibility criteria.
  5. If the inspection confirms eligibility, we issue your refund to the original payment method within 7 business days of completing the inspection. If the item does not meet the criteria (e.g., signs of use, missing packaging), we will contact you with our findings and available options.

This 60-day program is separate from, and does not replace or limit, your statutory rights under Parts A and B above. In Australia, this voluntary program does not affect or reduce your non-excludable ACL guarantees in Part B.

General Notes

  • Refunds are issued to your original payment method.
  • We recommend using a trackable shipping service for any return, as we cannot issue a refund for items lost in return transit without proof of shipment.
  • Questions about a return or refund: helplullapaw@hotmail.com.