Returns & Exchanges Policy

Last Updated: October 16, 2026

At Lima Pets, we want you and your pet to be happy with your purchase. If you are not completely satisfied with your order, you may request a return, refund, or exchange in accordance with this policy and applicable consumer protection laws.

1. Return Periods

Our standard return-request period is 7 days from the date of delivery, subject to the following regional rules:

• United States: 7 days from delivery under our standard return policy, subject to applicable law.

• Europe (European Union): Eligible online purchases may be returned within the statutory 14-day withdrawal period, generally starting on the day you receive the goods. Certain legal exceptions may apply.

• Asia: 7 days from delivery under our standard return policy, subject to applicable local laws.

• Brazil: You generally have a statutory 7-day right of withdrawal for eligible online purchases, counted from receipt of the product or the applicable legal starting date.

To start a return, contact our customer service team within the applicable period and provide your order number and the reason for your request.

These timeframes apply to change-of-mind returns under our standard policy. They do not reduce any separate legal rights you may have concerning defective, damaged, incorrect, or misrepresented products.

2. Return Eligibility

For voluntary returns, products should generally:

• Be unused and in their original condition.

• Be clean and free from pet hair, stains, odors, or damage caused by use.

• Include the original packaging, accessories, and components when reasonably applicable.

• Not have been modified or damaged after delivery.

• Be accompanied by valid order information.

You may carefully inspect a product as reasonably necessary to determine its nature, characteristics, and functioning. Any reduction in value resulting from handling beyond what is necessary may be addressed only to the extent permitted by applicable law.

Additional eligibility requirements may apply to certain products, provided they do not conflict with mandatory consumer rights.

3. Items That May Be Ineligible for Voluntary Returns

For health, hygiene, safety, or practical reasons, certain items may be excluded from voluntary change-of-mind returns where permitted by law. Examples may include:

• Products that have been used extensively or cannot reasonably be resold in their original condition.

• Products contaminated with pet hair, dirt, stains, or odors resulting from use.

• Clearly personalized or custom-made products, where applicable legal exceptions permit exclusion.

• Gift cards.

• Products specifically identified as final sale, where such restrictions are lawful.

Important: These exclusions do not automatically apply to defective, damaged, incorrect, or misrepresented products. They also do not override statutory withdrawal rights or other mandatory consumer protections. For example, personalized goods may be exempt from the EU withdrawal right in qualifying circumstances, but this does not eliminate applicable rights relating to defective products.

4. Damaged or Defective Products

If your product arrives damaged, defective, or materially different from its description, please contact us as soon as reasonably possible.

To help us assess the issue, please provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos showing the issue.

• Photographs of the packaging, when relevant.

We will review the information and work with you to determine an appropriate resolution, which may include a replacement, repair, refund, or another remedy required or permitted by applicable law.

Please contact us before sending the item back so we can provide the appropriate instructions. Any request to notify us within a particular number of days is intended to help us resolve the issue promptly and does not shorten mandatory legal rights or warranty periods.

5. Incorrect or Missing Items

If you receive an item different from the one you ordered, or your order is missing an item, contact our customer service team as soon as possible.

Please include your order number and photographs of the items received and their packaging, where relevant.

After reviewing the issue, we will arrange an appropriate solution, such as sending the correct or missing item, providing a replacement, or issuing a refund when applicable. You will not be charged additional shipping costs for correcting an error attributable to Lima Pets.

6. Exchanges

Exchanges may be available for eligible products, depending on stock availability and applicable law.

If the requested replacement is unavailable, we will discuss an appropriate alternative, which may include a refund where required or permitted.

For certain exchanges, we may ask you to return the original item before sending the replacement. We will explain the process and any applicable costs before you proceed.

7. Return Shipping Costs

Return shipping responsibility depends on the reason for the return and the laws applicable to your purchase.

• Change of mind: The customer may be responsible for return shipping costs when permitted by law and when the applicable conditions have been disclosed.

• Incorrect, damaged, or defective products: Lima Pets will cover reasonable return shipping costs or provide another appropriate solution when required by law or when the issue is attributable to us.

• Statutory returns: Any return-shipping charges and refund conditions will follow the applicable consumer protection rules.

For eligible EU withdrawal requests, customers may be responsible for the direct cost of returning goods if they were informed of this obligation before purchase and the law permits it.

Do not send a return until our team has provided the appropriate return instructions.

8. Refunds

Once a returned product is received, where a physical return is required, we will assess it and notify you of the outcome.

Approved refunds will generally be issued to the original payment method unless another method is agreed upon or required by law.

The time required for the refund to appear in your account depends on your payment provider or financial institution.

Refunds will be processed within the timeframe required by applicable law. Where no specific statutory deadline applies, we will process approved refunds as promptly as reasonably possible.

Original shipping charges will be refunded when required by applicable law or when the return results from an error attributable to Lima Pets. For other returns, shipping-charge refunds will depend on the circumstances and applicable law.

9. Partial Refunds

A partial refund may be considered when an item has been handled or damaged beyond what is necessary to inspect it, or when components are missing, to the extent permitted by applicable law.

Any adjustment will be based on the circumstances and the condition of the returned product. We will not use this provision to remove or reduce a consumer's mandatory legal rights.

10. Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing it.

We cannot guarantee cancellation once an order has entered processing or has been dispatched.

If the order has already shipped, you may need to follow the applicable return procedure. This does not affect any statutory cancellation or withdrawal rights you may have.

11. Lost, Delayed, or Stolen Packages

If your order has not arrived within the estimated delivery window, contact our customer service team with your order number and tracking information.

If tracking shows that a package was delivered but you cannot locate it, we recommend checking with household members, neighbors, the carrier, and the delivery location. We may also assist in contacting the carrier.

Responsibility for lost, stolen, or undelivered packages will be determined in accordance with applicable law and the circumstances of the shipment. Nothing in this policy excludes responsibility that Lima Pets is legally required to accept before delivery to the customer.

12. Return Authorization and Instructions

Please contact Lima Pets before returning any item.

Do not send products to the address printed on the original package or directly to a supplier unless our team specifically instructs you to do so.

We will provide the appropriate return address and instructions for your order. Returns sent to an unapproved address may be delayed or may not reach the correct facility.

13. How to Request a Return or Exchange

To request a return, refund, or exchange, contact our customer service team.

Suggested email subject: Return or Exchange Request

Please include the following information:

• Full name.

• Order number.

• Email address used at checkout.

• Product name.

• Reason for your request.

• Clear photographs or videos, if relevant.

Our team will review your request and explain the next steps.

Customer service email: contact@limapets.shop

14. Promotional Orders and Discounts

For items purchased using discount codes, promotional offers, bundle discounts, or special pricing, refunds will generally be based on the amount actually paid for the returned item, subject to applicable law.

Promotional codes and discounts may not be reinstated after a return. However, this does not limit any refund or other remedy required by law.

15. Gift Returns

If you received a Lima Pets product as a gift, you may contact our customer service team to ask about return or exchange options.

Depending on the circumstances and applicable law, an approved refund may be issued to the original purchaser or original payment method.

16. Misuse of the Returns Policy

Lima Pets may review requests involving suspected fraud, false claims, or repeated misuse of the returns process.

Any action taken will be reasonable, based on the circumstances, and consistent with applicable law. This section does not limit legitimate returns, warranty claims, or statutory consumer rights.

17. Consumer Rights and Legal Guarantees

This policy is intended to explain our standard return and exchange procedures. It does not replace, exclude, or restrict any mandatory consumer rights, statutory withdrawal rights, legal guarantees, or remedies available under applicable law.

For example:

• European Union: Eligible online purchases generally have a 14-day withdrawal period. Consumers may also have legal remedies for faulty or misrepresented goods, including protections that extend beyond the withdrawal period.

• Brazil: Eligible online purchases generally benefit from the 7-day right of withdrawal under Article 49 of the Brazilian Consumer Protection Code. Separate statutory rights may apply to defective products.

• United States and Asia: Consumer rights, warranties, and return requirements vary by jurisdiction and remain applicable where required by law.

Where applicable law provides greater protection than this policy, the law will prevail.

18. Changes to This Policy

Lima Pets may update this Returns & Exchanges Policy from time to time.

Updates will be published on this page with a revised “Last Updated” date. Changes will not remove rights that apply to purchases already made where such rights are protected by law.

19. Contact Us

If you have questions about returns, exchanges, or refunds, please contact us:

Lima Pets

Website: https://www.limapets.shop

Email: contact@limapets.shop

Business Address: 304 S Jones BLVD - Las Vegas - Nevada - EUA - 89107

We will be happy to assist you with your request.

Lima Pets — Happiness for Every Paw.