Refund policy

Refund & Returns Policy

At XLUNOVA, 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 within 30 days of delivery, subject to the conditions below.

Eligibility for Returns

To be eligible for a return:

The item must be unused and in its original condition.
The product must be returned with its original packaging and accessories.
Proof of purchase may be required.
Products that have been damaged through misuse, improper handling, or unauthorized modification may not be eligible for a refund.

For hygiene reasons, we may not accept returns of products that have been used for feeding unless the item is defective or arrives damaged.

Damaged or Defective Items

If your order arrives damaged or the product has a manufacturing defect, please contact us as soon as possible at contact@xlunova.com and provide your order number and clear photos of the issue.

We will review the request and, where appropriate, offer a replacement, repair, or refund.

Refunds

Once we receive and inspect the returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow additional processing time for your bank or payment provider to reflect the refund.

Return Shipping

Unless the item is defective, damaged on arrival, or we made an error with your order, return shipping costs may be the responsibility of the customer.

Original shipping costs may be non-refundable.

How to Request a Return

To request a return, contact us at:

[YOUR EMAIL]

Please include:

Your order number
The reason for the return
Photos, if applicable

We will provide further return instructions after reviewing your request.

Australian Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under the Australian Consumer Law.

If a product has a major failure or does not meet a consumer guarantee required by law, you may be entitled to a remedy under applicable Australian consumer law.