Refund policy

Effective date: September 5, 2026

We want your dog to like what you ordered. If it isn't right, here's how returns work at Lucentis.

The short version

  • You have 30 days from the delivery date to start a return.
  • Items must be unused, in the original packaging, with all parts and tags.
  • You pay return shipping, unless the item is defective or we made a mistake.
  • Refunds go back to your original payment method within 5–10 business days after the return reaches us.
  • Personalized items can't be returned.

Return window

You have 30 days from the date your order is delivered, as shown by carrier tracking, to request a return. Requests made after 30 days can't be accepted.

Condition of returned items

To be eligible for a refund, an item must be:

  • Unused and unwashed, with no dog hair, odor, stains or signs of wear
  • In its original packaging, with all parts, inserts, tags and accessories
  • Sent back with your order number

Beds, blankets, mats and feeding gear that have been used can't be resold, so they aren't eligible for return unless they arrived defective.

Items that can't be returned

  • Personalized or custom-made items, such as anything with a name embroidered or printed on it
  • Items that have been used, washed or damaged after delivery
  • Gift cards

How to start a return

  1. Email support@lucentisllc.com within 30 days of delivery. Include your order number, the item(s) you want to return and the reason.
  2. We reply within 1 business day with return instructions and the return address.
  3. Pack the item in its original packaging and ship it within 14 days of receiving our instructions. Use a tracked shipping service and keep your receipt. We can't refund a return that never arrives.
  4. Once the return arrives and passes inspection, we issue your refund and email you a confirmation.

Please don't send anything back before you hear from us. Returns shipped without instructions may go to the wrong address and can't be refunded.

Return shipping costs

Return shipping is paid by you, and the original shipping charge (if any) is not refunded. There are two exceptions, where we cover everything:

  • The item arrived damaged or defective
  • We sent the wrong item, size or color

In those cases, email us within 7 days of delivery with a photo of the problem. We'll email you a prepaid return label and send a replacement or a full refund, including the original shipping charge.

If you'd rather not arrange your own return shipping, we can email you a prepaid label and deduct its cost from your refund. Just ask when you request the return.

Refunds

Refunds are issued to the original payment method within 5–10 business days after we receive and inspect your return. We can't refund to a different card or account.

Your bank or card issuer may take a few additional days to post the credit. If you don't see the refund 10 business days after our confirmation email, check with your bank first, then email us with your order number.

If a returned item doesn't meet the conditions above, we'll email you before doing anything. We can ship it back to you at your cost, or issue a partial refund that reflects its condition.

Exchanges

We don't process direct exchanges. The fastest way to get a different size or color is to place a new order and return the original for a refund. If your item arrived defective or we shipped the wrong thing, we'll send a replacement at no cost.

Order cancellations

Email us as soon as possible with your order number. If the order hasn't shipped yet, we'll cancel it and refund you in full. Once it has shipped, follow the return process above.

Questions

Lucentis LLC
1401 Pennsylvania Ave, Suite 102
Wilmington, DE 19806, USA
Phone: +1 605-524-4927
Email: support@lucentisllc.com
Hours: Mon–Fri, 9am–5pm ET