Returns & Refunds Policy

Last updated: October 27, 2025

Our Goal

We want you (and your pet) to love your Lumzi tag. If something’s wrong, we’ll do our best to make it right.

Return Window

You may request a return within 30 days of receiving your order. Items must be unused, in original condition, and in the original packaging.

Non-Returnable Items

• Items that show signs of wear or use.
• Customized or personalized items (e.g., engraved tags, if applicable).
• Items marked “Final Sale.”

How to Request a Return

Email support@hellolumzi.ca with:

• Your order number
• What you’d like to return
• The reason for the return (to help us improve)

We’ll reply with next steps. In most cases, return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

Exchanges

If you received a defective or incorrect item, we’ll replace it at no cost. Contact support@hellolumzi.ca within 7 days of delivery and include photos.

Refund Timing

Approved refunds are issued to your original payment method (Shopify Payments, Stripe, or PayPal) after we receive and inspect the returned item. Please allow standard bank or payment-processor timelines for funds to appear.

Questions

For any return, exchange, or refund questions, contact:
Email: support@hellolumzi.ca