Return & Replacement Policy
At Lukass Store, your satisfaction and peace of mind matter to us. We stand behind the quality of our products and aim to resolve any issues quickly, fairly, and professionally.
If there is a problem with your order, our support team is here to help.
✅ Eligible After-Sales Support
If your item arrives with an issue, you may be eligible for support such as a replacement (reshipment), partial refund, or full refund—depending on the situation and verification.
Common eligible cases include:
- Item damaged upon arrival
- Defective or not functioning properly
- Incorrect item received
- Missing parts or accessories
To help us assist you faster, please provide your order number along with clear photos or videos of the product and packaging.
⏱ Reporting Time (Important)
To ensure timely support:
- Contact us within 48 hours of delivery for damaged or incorrect items
- Most product issues must be reported within 30 days of delivery
Requests submitted outside these timeframes may not be eligible for support.
📦 Returns (If Required)
In many cases, we can resolve issues without requiring a return.
If a return is necessary:
- It must be approved in advance
- You will receive detailed return instructions
⚠️ Returns sent without prior approval may not be accepted.
🚫 Not Eligible (Change-of-Mind Requests)
We are unable to approve refunds or returns for:
- Change of mind or personal preference
- Ordering the wrong product or model
- Incorrect shipping address provided by the customer
If you are unsure, feel free to contact us—we will review your case individually.
🧼 Non-Returnable Items (Hygiene & Safety)
For hygiene and safety reasons, the following items cannot be returned:
- Used or opened pet products related to feeding, grooming, or oral contact
- Items showing signs of wear, damage, or modification
- Customized or personalized products
- Clearance and final-sale items
🔄 Exchanges
For faster exchanges:
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We confirm eligibility and the best solution
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If required, you return the approved item
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After the refund is processed, you may place a new order
This ensures the fastest possible replacement.
🇪🇺 EU Customers — Right of Withdrawal
Customers located in the European Union may have a 14-day right of withdrawal for unused items in original packaging (proof of purchase required).
This right may not apply to sealed hygiene products once opened, where permitted by law.
💳 Refunds
If a return is required and approved:
- The item will be inspected upon arrival
- You will receive an email confirmation
- Approved refunds are issued to the original payment method within 10 business days
🕒 Please note: Banks and payment providers may require additional time to display refunded amounts.
📩 Contact Us
If you have any questions about this policy or need assistance with your order, please contact our support team:
📧 Email: spprtrtoy@gmail.com