Return & Exchange Policy – Lima Pets Co.

Last Updated: October 27, 2025

Thank you for shopping at Lima Pets Co.!
We want every customer to enjoy a secure and worry-free shopping experience. This Return & Exchange Policy explains how we handle returns, exchanges, cancellations, and refunds, in accordance with U.S. consumer protection laws and the EU Consumer Rights Directive for customers located in the European Union.

1. Eligibility for Returns, Exchanges, or Refunds

You may request a return, exchange, or refund if:

• The product arrives damaged, defective, or missing parts.
• You receive the wrong item, color, variant, or size.
• Your order arrives significantly late or is not delivered within the estimated timeframe.
• EU customers may also exercise their 14-day withdrawal right, allowing returns for any reason within 14 days of receipt.

2. Timeframes

• Report damaged, defective, or incorrect items within 7 days of delivery.
• Standard returns or exchanges may be requested within 15 days of delivery.
• EU customers: You may exercise the 14-day right of withdrawal from the day you receive your order.

3. Conditions for Returns

To qualify for a return or exchange:

• Items must be unused, undamaged, clean, and in the original packaging, including all tags and accessories.
• We may request photos or videos to verify damage or defects.
• Items valued under $10 may qualify for a partial refund without a physical return.

4. Return Shipping Costs

• If the issue is our fault (wrong, defective, or damaged product), we cover return shipping or issue a full refund.
• If the return is due to customer preference (change of mind, wrong size, etc.), the customer is responsible for return shipping.
• Shipping fees are non-refundable, unless the seller is at fault or required by EU law.

5. Refunds, Replacements & Processing Time

• Refunds are issued only after the returned item has been received and inspected.
• Refunds are processed to the original payment method.
• Processing typically takes 3–5 business days after approval.
• If the product is unavailable for replacement, you may choose a refund or store credit.
• EU customers: Refunds for withdrawal right requests are issued within 14 days after we receive the returned item.

6. Late Orders & Order Cancellations

• If your order exceeds the estimated delivery timeframe, you may request a cancellation and full refund.
• If the item is already in transit, cancellation may only be completed after delivery and return.
• If fulfillment becomes impossible, we will provide a new estimated delivery date or issue a full refund.

7. Non-Returnable Items

• Used, washed, or misused products.
• Items without original packaging, tags, or accessories.
• Customized or personalized products (unless defective).
• Items marked as “Final Sale” or clearance items.
• Certain hygiene-related pet accessories (for safety reasons).

8. How to Request a Return, Exchange, or Refund

To start your request, contact our support team:

Email: contact@limapets.store

Please include:

• Your order number
• Photos or videos of the issue (if applicable)
• A brief description of the problem

Our team will provide return authorization and detailed instructions. After we receive and inspect the item, we will issue your refund, replacement, or store credit.

9. Your Rights Under U.S. & EU Consumer Law

For U.S. customers:
You are entitled to products that meet the description, are of satisfactory quality, and are delivered within a reasonable timeframe. You may request refunds for orders not fulfilled as promised.

For EU customers:
Under the EU Consumer Rights Directive, you have:

• A 14-day withdrawal right for most products.
• The right to receive refunds promptly.
• Protection for defective or misdescribed products.
• Clear information regarding return procedures and costs.

Lima Pets Co. complies with all applicable consumer protection regulations.

10. Contact

If you have any questions or need assistance, please contact us:

Email: contact@limapets.store
Website: www.limapets.store
Address: 400 Gold Ave SW, Ste 1200, Albuquerque, New Mexico, 87102
Phone: +1 (505) 308-7134