Refund policy

Exchange, Return, and Refund Policy

Effective date: July 1, 2026
Last updated: July 1, 2026

At Luzdan, we want every customer to receive their products in good condition and to have a clear experience. This policy applies to purchases made in our physical store, online store, social media, delivery orders, and in-store pickup orders.

By making a purchase with Luzdan, the customer accepts this Exchange, Return, and Refund Policy.

1. General Exchanges and Returns

Exchanges or returns must be requested within three (3) business days from the date of purchase, delivery, or pickup of the order.

To evaluate a request, the customer must provide:

• Purchase receipt, order number, or proof of payment.

• Product in its original packaging.

• Labels, seals, accessories, manuals, or included parts, when applicable.

• Product unused, unopened, unaltered, and in sellable condition.

Luzdan reserves the right to reject any exchange or return if the product:

• Has been used.

• Is opened or incomplete.

• Shows signs of handling, damage, dirt, odors, wear, or alteration.

• Is not in sellable condition.

• Does not comply with the requirements of this policy.

Exchanges are subject to inventory availability. If the requested product is not available, Luzdan may offer a substitute product, store credit, or refund, as applicable.

1. Products Not Eligible for Exchange or Return

For reasons of hygiene, safety, health, and animal welfare, we do not accept exchanges or returns of the following products, except when there is a validated defect, an error attributable to Luzdan, or when applicable law provides otherwise:

• Opened food.

• Opened supplements.

• Opened snacks, treats, or edible products.

• Hygiene, personal care, grooming, or cleaning products that have been opened or used.

• Medications, treatments, flea and tick products, dewormers, or other animal health products, once sold, unless applicable law provides otherwise.

• Beds, textiles, clothing, harnesses, collars, leashes, or accessories that have been used or tried on by the pet.

• Products on liquidation, final discount, clearance, special sale, or marked as final sale.

• Gift cards, gift certificates, or issued credits, except as required by law.

• Personalized products.

• Special orders.

• Merchandise ordered at the customer’s request.

• Products that cannot be resold for sanitary, safety, or packaging reasons.

If a food, supplement, or product arrives in good condition, but the pet does not accept it, does not like it, rejects it, or the customer changes their mind, this does not constitute a product defect and will not be automatic grounds for an exchange or return.

1. Incorrect, Damaged, or Defective Products

If the customer receives an incorrect, damaged, or possibly defective product, they must notify Luzdan within the first twenty-four (24) hours from delivery or pickup of the order.

To evaluate the claim, Luzdan may request:

• Order number or receipt.

• Clear photographs of the product.

• Photographs of the packaging.

• Photographs of the label, lot number, or expiration date, if applicable.

• Description of the issue.

• Preservation of the product and original packaging while the claim is being evaluated.

Claims for damages reported outside the indicated period will not be accepted, unless applicable law provides otherwise.

Once the case has been validated, Luzdan may offer, as applicable:

• Product replacement.

• Exchange for an equivalent product.

• Store credit.

• Refund to the original payment method.

Luzdan reserves the right to inspect the product before approving any remedy.

1. Refunds

When a refund applies, it will be issued using the same payment method used for the purchase, unless Luzdan and the customer agree on another permitted method.

Processing times may vary depending on:

• Bank.

• Payment processor.

• Ecommerce platform.

• Card used.

• Customer’s financial institution.

Delivery, handling, processing, service, courier, or transportation fees are non-refundable, except when the error is attributable to Luzdan or when applicable law provides otherwise.

For purchases paid by card, the refund may take several business days to appear, depending on the financial institution.

1. Canceled Orders

Orders may only be canceled if they have not been processed, prepared, shipped, handed over to the carrier, or set aside for pickup.

Once an order has been prepared, shipped, or handed over to the driver or carrier, cancellation is not guaranteed. In that case, this exchange and return policy will apply.

Luzdan reserves the right to cancel an order when there is:

• Inventory error.

• Pricing error.

• System error.

• Suspected fraud.

• Unvalidated payment information.

• Address outside the delivery area.

• Inability to complete the order.

• Violation of our policies.

1. Promotions, Discounts, and Final Sales

Products purchased on promotion, special sale, discount, liquidation, clearance, or final sale are not eligible for exchange or return, except when there is a validated defect, an error attributable to Luzdan, or when applicable law provides otherwise.

Discounts, promotional codes, coupons, and offers are not retroactive and may not be applied to purchases made before or after the promotional period.

1. Product Variations

Photographs, descriptions, colors, sizes, packaging, and presentations published on our website, social media, or promotional materials are for illustrative purposes.

There may be slight variations in color, size, design, packaging, presentation, labels, formulas, or ingredients updated by the manufacturer.

These variations do not constitute a defect, provided that the product received is substantially equivalent to the product purchased and fulfills its main function.

1. Right of Evaluation

Every request for exchange, return, refund, or claim will be subject to evaluation. Submitting a request does not guarantee automatic approval.

Luzdan will apply this policy in good faith, according to the condition of the product, the available evidence, the type of merchandise, the circumstances of the purchase, and the applicable law in Puerto Rico.

1. Contact for Exchanges, Returns, or Claims

For requests related to exchanges, returns, refunds, or claims, you may contact Luzdan by:

Phone: 787-798-7350
Hours: Monday to Saturday, 8:00 a.m. – 5:00 p.m.
Sunday: Closed

You may also send us a private message through our official social media channels:

• Facebook Messenger

• Instagram DM

• TikTok

To speed up your request, please include your name, order number, purchase date, and photos of the product or packaging when applicable.