Refund policy

At Lucie & Co, we are committed to providing high-quality, handmade, and sustainable products. Please carefully review our Return and Refund Policy below:

Change of Mind

  • We do not accept returns or issue refunds for change of mind or incorrect sizing.
  • Please review our sizing guidelines before purchasing to ensure you select the correct size for your pet accessories.
  • For our Print Your Own Product service, once the design is applied, we cannot accept returns or offer refunds for change of mind. Ensure you are confident in your design choice before placing an order.

Faulty, Incorrect, or Damaged Items

If you receive a faulty, damaged, or incorrect item:

  • You must contact us within 30 days from the date of delivery via our Contact Page to resolve the issue.
  • After 30 days, your return will be ineligible.
  • We will work with you to offer a refund, replacement, or repair as necessary.

For Print Your Own Product orders:

  • If there is a fault in the heat-pressed design (e.g., misalignment, poor adhesion), contact us within 7 days of receiving your item, and we will address the issue.

Unsuitable Items for Print Your Own Products

  • We reserve the right to refuse printing on items that are damaged, stained, torn, or made from unsuitable fabrics.
  • If your item is deemed unsuitable, we will contact you to discuss possible alternatives.

Shipping and Responsibility

  • Lucie & Co is not responsible for items lost or damaged during shipping to or from our location. We recommend using secure packaging and tracked postage for all returns or submissions for the Print Your Own Product service.
  • Return shipping costs are the responsibility of the customer unless the item is deemed faulty.

How to Initiate a Return or Refund

To initiate a return or refund request, please follow these steps:

  1. Contact us through our Contact Page within the specified time frame.
  2. Provide your order number, photos of the damaged or faulty item (if applicable), and a description of the issue.
  3. We will assess your case and guide you on the next steps.

Thank you for shopping with Lucie & Co. We appreciate your understanding of our policies and our dedication to providing high-quality, sustainable products!