Refund policy
At LYNQ, we want you and your pet to be happy with your purchase. If there is an issue with your order, we're here to help.
This Return & Refund Policy explains when items may be returned, how to request a return, and how refunds are handled.
1. Return Window
We accept eligible return requests made within 30 days of delivery.
To be eligible for a return, the item generally must:
- Be unused and in its original condition
- Be in its original packaging where applicable
- Not be damaged due to misuse, improper handling, or normal wear
- Include proof of purchase or a valid order number
Certain products may have different return requirements for hygiene, safety, or other reasons.
2. Pet Hygiene & Used Products
For health and hygiene reasons, certain pet products may not be eligible for return once they have been opened or used.
This may include products that come into direct contact with a pet's:
- Mouth
- Food
- Skin
- Fur
- Body
Examples may include dental toys, lick mats, feeding products, grooming products, and similar items.
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
3. Damaged or Defective Items
If your product arrives damaged, defective, or unusable, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photos of the product
- Photos of the packaging, where applicable
We will review the issue and, where appropriate, provide a replacement, refund, or another suitable solution.
4. Wrong Item Received
If you receive an item that is different from what you ordered, please contact us as soon as possible.
Please provide your order number and clear photos of the item received.
Once we verify the issue, we'll work with you to resolve it.
5. Change of Mind
If you simply change your mind about a purchase, the item must meet our return requirements to be considered for a return.
Please contact us before sending anything back.
Some items may not be eligible for change-of-mind returns because of hygiene, safety, personalization, or other applicable restrictions.
6. How to Request a Return
To request a return, please contact our customer support team with:
Order Number:
Your LYNQ order number
Reason for Return:
A brief explanation of why you would like to return the product
Photos:
Photos of the product and packaging where relevant
Our support team will review your request and provide return instructions if your request is approved.
Please do not send an item back without receiving return instructions from us first.
7. Return Shipping
Unless the item is defective, damaged, incorrect, or otherwise covered by applicable consumer protection laws, the customer may be responsible for return shipping costs.
If the return is due to an error on our part or a confirmed defective/damaged product, we will determine the appropriate resolution in accordance with applicable law and the circumstances of the order.
8. Refunds
Once an approved return has been received and inspected, we will notify you about the status of your refund.
If approved, the refund will generally be issued to the original payment method.
Please allow additional time for your payment provider or bank to process and display the refund.
9. Partial Refunds
In certain circumstances, only a partial refund may be available, such as when:
- An item has been used beyond what is reasonably necessary to inspect it
- An item is returned damaged due to customer handling
- Original packaging or included components are missing
- The item does not meet the stated return requirements
Any reduction will be assessed based on the circumstances and applicable law.
10. Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including products that:
- Have been used or opened for hygiene reasons
- Are personalized or made specifically for a customer
- Have been damaged through misuse
- Are otherwise identified as non-returnable on the product page
If a product has specific return restrictions, those restrictions may be displayed before purchase.
11. Exchanges
If you need a different product or size, contact our support team.
Depending on availability and the circumstances of your request, we may offer an exchange or another suitable solution.
12. Refund Delays
If your refund has been approved but you haven't received it yet, please allow additional processing time for your payment provider or bank.
If a significant amount of time has passed, contact us so we can help investigate the status of the refund.
13. Consumer Rights
Nothing in this Return & Refund Policy is intended to limit or exclude any rights or protections you may have under applicable consumer-protection laws.
Where local law provides you with additional rights regarding faulty, defective, unsafe, or misdescribed products, those rights continue to apply.
14. Contact Us
If you have questions about a return, refund, damaged item, or exchange, please contact the LYNQ customer support team through the contact information provided on our website.
Please include your order number whenever possible so we can assist you more efficiently.
LYNQ
Happy Pets, Happy Life. 🐾🤎