Refund policy

Last updated: July 21, 2026

At Lop & Luxe Botanicals, every order represents trust—both from you and from the animals in your care. We want you to feel confident in what you purchase from us, and we will always do our best to handle concerns with fairness, care, and common sense.

Rather than applying a one-size-fits-all deadline, we review refund and replacement requests individually based on the circumstances. Please contact us as soon as reasonably possible after noticing a problem so we have the best opportunity to help.

Damaged or Incorrect Orders

Please inspect your order when it arrives. If an item is damaged during shipping, defective, or different from what you ordered, contact us through our website’s Contact page.

Please include:

  • Your name and order number

  • A brief description of the problem

  • Photos of the product and shipping packaging, when applicable

Once we review the information, we will work with you to provide an appropriate replacement, refund, or other resolution at no additional cost to you.

Please do not discard damaged products or packaging until we have responded, as photos or additional information may be needed for a shipping claim.

Lost or Missing Packages

If your tracking information has not updated, your package appears to be lost, or an item is missing from your delivery, please reach out to us.

For packages marked as delivered, we may first ask you to check with members of your household, nearby delivery areas, or neighbors and allow a reasonable amount of time for the package to appear. We will also review the tracking information and work with the shipping carrier when necessary.

Confirmed lost packages will be considered for replacement or refund based on the circumstances of the shipment.

Lop & Luxe Botanicals is not responsible for orders shipped to an address entered incorrectly at checkout, but we will always try to help when possible.

Unopened Product Returns

Unopened products may be eligible for return when they are:

  • Unused and completely sealed

  • In their original packaging

  • In the same condition in which they were received

Please contact us before mailing a return. Products sent without prior approval may not be accepted.

Unless the return is the result of our error or a damaged product, the customer is responsible for return shipping costs. Approved refunds will be issued after the returned product has been received and inspected.

Opened Products and Satisfaction Concerns

Because our products are consumable botanical products intended for animals, opened products cannot be returned or placed back into inventory.

That does not mean we will ignore a concern simply because the package has been opened.

If your purchase did not meet your reasonable expectations, please tell us what happened. We will review the situation individually and may provide a replacement, store credit, partial refund, or full refund when appropriate. You may be asked to provide your order information, photographs, or other details that help us understand the concern.

Please do not mail an opened product back unless we specifically ask you to do so.

Natural Botanical Variation

Our products are made with natural leaves, flowers, and other botanical ingredients. Color, scent, texture, leaf size, flower shape, and the amount of naturally occurring fine botanical material may vary between ingredients and batches.

These natural differences do not necessarily indicate that a product is damaged or defective. However, if anything about your product’s appearance, aroma, packaging, or condition causes concern, please contact us before offering it to your animal. 

Order Cancellations

Please contact us as soon as possible if you need to cancel or change an order. We will gladly help when the order has not yet been packed or shipped.

Once an order has entered fulfillment or has been transferred to the shipping carrier, we may be unable to cancel or modify it.

Approved Refunds

Approved refunds will be returned to the original payment method. We will process the refund promptly after approval or, when applicable, after an authorized return has been received and inspected.

Your bank or payment provider may require additional time before the refund appears in your account.

Original and return shipping charges are generally nonrefundable unless the order was damaged, incorrect, or affected by an error on our part.

Gifts, Promotions, and Discounted Orders

Orders purchased with a promotional or discount code are eligible for review under this policy. Any approved refund will be based on the amount actually paid after discounts.

Complimentary products, giveaway prizes, and products received without payment are not eligible for cash refunds, but we encourage you to contact us if there is a quality or safety concern.

Contact Us

Questions and refund requests may be submitted through the Contact page on our website.

Please include your order number and as much information as possible so we can respond thoughtfully and find the most appropriate resolution.

We reserve the right to evaluate refund and replacement requests individually and to decline requests involving misuse, repeated policy abuse, altered products, or circumstances outside our reasonable control. Nothing in this policy limits any rights available to you under applicable law.