Returns, Refunds and Exchange Policy – Lima Pets LLC

Last Updated: June 2026

1. Overview

Lima Pets LLC is committed to customer satisfaction. This Returns, Refunds and Exchange Policy applies to all purchases made through our online store, subject to the mandatory consumer protection laws applicable in the customer's country or region of residence.

Nothing in this Policy limits or excludes any mandatory consumer rights granted under applicable law.

2. Damaged, Defective or Incorrect Products

If a customer receives a damaged, defective, or incorrect product, they must contact Lima Pets LLC within 7 days of delivery and provide:

• Order number;
• Clear photographs and/or videos showing the issue;
• A detailed description of the problem.

After reviewing the claim, Lima Pets LLC may, at its sole discretion and where permitted by law, provide one of the following remedies:

• Replacement product;
• Partial refund;
• Full refund;
• Store credit.

The remedy offered will depend on the circumstances of each case.

3. Cancellation and Right of Withdrawal

Where required by applicable law, customers may exercise their right to cancel or withdraw from a purchase within the legally required period following delivery.

Returned items must:

• Be unused;
• Be in resalable condition;
• Include original packaging whenever reasonably possible.

Refunds will be processed after the returned item has been inspected and approved.

4. Non-Returnable Items

The following items are generally not eligible for return, except where prohibited by applicable law:

• Personalized products;
• Custom-made products;
• Perishable products;
• Consumable products;
• Products damaged due to misuse, negligence, or improper handling;
• Products returned without proof of purchase.

5. Return Shipping Costs

If the error resulted from Lima Pets LLC or its supplier, return shipping costs will be covered by Lima Pets LLC where required by law.

In all other situations, customers may be responsible for return shipping costs to the extent permitted by applicable law.

6. Refund Processing

Approved refunds will be issued using the original payment method whenever possible.

Financial institutions and payment providers may require additional processing time before funds appear in the customer's account.

7. Lost, Missing or Undelivered Orders

Orders marked as delivered by the shipping carrier may require investigation before a refund or replacement is approved.

Lima Pets LLC reserves the right to request supporting documentation, carrier investigations, photographs, identification, or other reasonable evidence before processing claims related to missing deliveries.

8. Incorrect Shipping Information

Customers are solely responsible for providing accurate and complete shipping information.

If an order is returned due to an incorrect, incomplete, or invalid address provided by the customer, additional shipping fees may be required before reshipment.

9. Refused Deliveries

If a customer refuses delivery without legal justification, customs duties, taxes, shipping charges, return shipping costs, carrier fees, and other related expenses may be deducted from any refund where permitted by applicable law.

10. Customs Duties, VAT, GST and Import Taxes

Depending on the destination country, customs duties, import taxes, VAT, GST, sales taxes, or similar governmental charges may apply.

Unless explicitly stated otherwise during checkout, such charges are the responsibility of the customer.

Lima Pets LLC is not responsible for delays caused by customs authorities, border inspections, or governmental agencies.

11. Regional Consumer Rights

United States

Customers located in the United States are entitled to protections provided under applicable federal, state, and local consumer protection laws.

Unless otherwise required by law:

• Return requests based on customer preference may be submitted within 30 days of delivery;
• Products must be unused, in resalable condition, and preferably returned in original packaging;
• Personalized, custom-made, consumable, or misused products are not eligible for return;
• Lima Pets LLC may require photographs, videos, receipts, or other supporting evidence before approving a claim;
• In cases involving fraudulent claims, abusive return practices, unauthorized chargebacks, or attempts to obtain refunds without complying with applicable return requirements, Lima Pets LLC reserves the right to deny future purchases, dispute payment reversals, and pursue any available legal remedies.

Nothing in this section limits any mandatory rights granted under the laws of the customer's state of residence.

European Union

Customers residing within the European Union retain all mandatory consumer rights granted under applicable EU and national consumer protection laws.

United Kingdom

Customers residing in the United Kingdom retain all mandatory rights granted under applicable UK consumer protection laws.

Brazil

Customers residing in Brazil retain all rights guaranteed under the Brazilian Consumer Defense Code (Código de Defesa do Consumidor) and other applicable laws.

Japan

Customers residing in Japan retain all mandatory rights granted under applicable Japanese consumer protection laws.

South Korea

Customers residing in South Korea retain all mandatory rights granted under applicable electronic commerce and consumer protection laws.

Singapore

Customers residing in Singapore retain all mandatory rights granted under applicable Singapore consumer protection laws.

Argentina

Customers residing in Argentina retain all mandatory rights granted under applicable Argentine consumer protection laws.

Uruguay

Customers residing in Uruguay retain all mandatory rights granted under applicable Uruguayan consumer protection laws.

12. Fraud Prevention and Abuse

To protect customers and maintain fair business practices, Lima Pets LLC reserves the right to investigate all claims.

Fraudulent, abusive, misleading, repetitive, or unsupported claims may be denied.

Customers may be required to provide:

• Photographs;
• Videos;
• Proof of damage;
• Proof of non-delivery;
• Identity verification;
• Any other reasonable documentation necessary to evaluate a claim.

13. Chargebacks

Customers are encouraged to contact Lima Pets LLC before initiating a chargeback with their payment provider.

Where a chargeback is initiated without a reasonable basis or while a claim is actively being reviewed, Lima Pets LLC reserves the right to submit evidence to contest the chargeback and recover any associated costs where permitted by law.

14. Limitation of Liability

To the maximum extent permitted by applicable law, Lima Pets LLC shall not be liable for indirect, incidental, consequential, punitive, or special damages arising from the use of products purchased through the store.

Nothing in this section excludes liability that cannot legally be excluded under applicable law.

15. Contact Information

For questions regarding returns, exchanges, refunds, damaged products, or order issues, customers may contact Lima Pets LLC through the official contact channels listed on our website.