Refund policy

Returns & Refunds Policy

At LucieBear, we want you to feel confident ordering. If something isn’t right, we’ll do our best to help—while keeping our process fair, consistent, and safe for pets and customers.

How to Start a Return

To request a return, email us at info@luciebear.com with:

  • Your order number

  • The reason for the return

  • Photos (only required if the item is damaged/defective or you received the wrong item)

Returns must be approved before being sent back. Returns sent without authorization may be refused and returned to sender.

Return Window

You may request a return within 30 days of delivery.

Return Condition Requirements

Because our products support pet recovery and comfort, returned items must be in like-new condition.

Eligible returns must be:

  • Unused (or only tried on briefly indoors to confirm sizing)

  • Clean and hair-free

  • Free of odors, stains, slobber, dirt, or visible wear

  • Returned with all original parts/accessories

Not eligible for return:

  • Items that have been used for recovery, worn outdoors, or show signs of regular wear

  • Items returned dirty, covered in hair, or with odor/stains

  • Items damaged due to insufficient packaging during return shipping

If a return does not meet these requirements, we may:

  • Refuse the return and send it back, or

  • Issue a partial refund if the item can be cleaned/restocked (at our discretion)

Return Shipping & Prepaid Labels

  • If you’re returning due to a change of mind, sizing preference, or it didn’t work for your dog, you are responsible for return shipping.

  • If your return is due to our error (wrong item) or a verified defect/damage, we’ll cover return shipping and offer a replacement or refund.

Prepaid label option (with deduction):
For your convenience, we can email you a prepaid return shipping label. If you choose to use our label, the cost of the label will be deducted from your refund.

Exchanges

We’re happy to help you get the right fit.

  • Exchanges may be requested within 30 days of delivery, as long as the item meets the condition requirements above.

  • For sizing exchanges, customers are responsible for shipping costs unless the exchange is due to our error or a verified defect.

Tip: If you email your dog’s weight + neck measurement (and a quick photo of fit), we’ll help you pick the best option before you return anything.

Damaged, Defective, or Wrong Item

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery and include:

  • Order number

  • Photos of the item and packaging

We’ll make it right by offering a replacement or refund (when possible, your choice).

Refunds

Refunds are issued to the original payment method.

Once your return is received, please allow 3–7 business days for inspection and processing. Your bank/payment provider may take additional time to post the refund.

Original shipping fees (if any) are non-refundable, except when the return is due to our error or a verified defect.

Final Sale / Non-Returnable Items

The following are non-returnable:

  • Final sale items (clearly marked)

  • Gift cards

  • Any item that does not meet the condition requirements above

Address Issues & Delivered Packages

Please double-check your shipping address at checkout.

  • If an order is returned due to an incorrect/undeliverable address, the customer is responsible for reshipping costs.

  • If tracking shows “delivered” but you cannot locate your package, contact us. We’ll help you troubleshoot with the carrier and next steps.

Policy Abuse / Fraud Prevention

We reserve the right to refuse returns or refunds for suspected abuse or fraud, including (but not limited to) excessive return patterns or returns that appear used, swapped, or damaged after delivery. This helps keep our policies fair and pricing reasonable for everyone.