Return and Exchange Policy

RETURN & REFUND POLICY – LIMA PETS LLC

Last updated: [04/12/2026]

Lima Pets LLC is committed to providing high-quality products and a transparent shopping experience. This Return & Refund Policy outlines the conditions applicable to purchases made through our website.

1. OVERVIEW

This policy applies to all orders placed with Lima Pets LLC, with specific rules depending on the customer’s location:

  • United States: policy based on applicable U.S. laws and standard commercial practices

  • European Union: policy in compliance with consumer protection laws, including the 14-day right of withdrawal

2. ELIGIBILITY FOR RETURNS

To be eligible for a return, the product must:

  • Be unused

  • Be in perfect condition

  • Be in its original packaging

  • Include all accessories, manuals, and any included items

We reserve the right to refuse returns that do not meet these conditions.

3. RETURN TIMEFRAMES

3.1 United States

  • Return requests must be made within 3-9 days after delivery

3.2 European Union

  • Consumers have the right to withdraw from their purchase within 14 calendar days after receiving the product

  • After submitting the request, the customer has an additional 14 days to return the item

4. RETURN PROCESS

To initiate a return, the customer must:

  1. Contact us at: contact@limapets.store

  2. Provide:

    • Order number

    • Reason for return

    • Photos or videos (if applicable)

Once approved:

  • The customer will receive detailed return instructions

  • The item must be sent to the appropriate fulfillment center (U.S. or EU)

Important: Returns sent without prior authorization may not be accepted.

5. RETURN SHIPPING COSTS

  • Unless required by law, return shipping costs are the responsibility of the customer

  • If the return is due to our error (wrong item, defective, or damaged in transit), Lima Pets LLC will cover the return shipping costs

6. REFUNDS

Once the returned product is received and inspected:

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on the payment provider

We may withhold the refund until:

  • The returned item is received, or

  • Proof of return shipment is provided

7. NON-RETURNABLE ITEMS

For hygiene, safety, and product integrity reasons, we do not accept returns for:

  • Perishable goods

  • Opened pet food

  • Pet hygiene products

  • Customized or made-to-order items

  • Used or customer-damaged items

8. DAMAGED OR DEFECTIVE PRODUCTS

If your item arrives damaged or defective:

  • You must notify us within 48 hours of delivery

  • You must provide evidence (photos or videos)

After verification, we may offer:

  • Replacement

  • Full or partial refund

9. ORDER CANCELLATIONS

Orders may only be canceled before they enter the fulfillment process.

Once shipped, orders cannot be canceled and must follow the return process.

10. INCORRECT ADDRESS OR DELIVERY FAILURE

  • Customers are responsible for providing accurate shipping information

  • Orders returned due to incorrect address may incur reshipping fees

  • If the order is not claimed, a refund may not be issued

11. REFUSED OR UNDELIVERED ORDERS

If a customer refuses delivery without legal justification:

  • Shipping and return costs may be deducted

  • A partial refund may be issued

12. INSPECTION AND APPROVAL

All returned items are subject to inspection.

We reserve the right to:

  • Refuse returns that do not meet the stated conditions

  • Issue partial refunds when applicable

13. LEGAL COMPLIANCE

13.1 United States

This policy follows applicable U.S. laws and standard commercial practices.

13.2 European Union

This policy complies with mandatory consumer protection laws, including:

  • 14-day right of withdrawal

  • Transparency in return conditions

Nothing in this policy limits the consumer’s legal rights under applicable law.

14. CONTACT

For questions or return requests:

Lima Pets LLC
Email: contact@limapets.store
Address: 400 Gold Ave SW STE 1200 - Albuquerque - New Mexico - USA 87102

By making a purchase on our website, you agree to this Return & Refund Policy.