LOFLLY Return & Refund Policy

Last updated: 06/11/2026

LOFLLY is committed to providing safe, high-quality pet products and transparent customer service. To ensure fairness for all customers and to comply with hygiene and safety standards, the following Return & Refund Policy applies to all purchases. Please read it carefully before ordering; by placing an order you agree to these terms.

1. Product Eligibility & Hygiene Policy

Due to hygiene, safety, and food-freshness reasons, the items below are treated as consumable products and are subject to special return rules.

Food products — non-returnable even if unopened and sealed. Because we cannot verify storage temperature, handling, or freshness once an item leaves our facility, and because reselling food poses a safety risk, all food categories are non-returnable, including:

• Perishable / fresh food — fresh, refrigerated, frozen, or raw pet food;
• Dry food / kibble — shelf-stable bagged dry food;
• Wet / canned food — cans, pouches, and trays;
• Freeze-dried & air-dried food;
• Treats, snacks, meal toppers, and nutritional supplements.

Food products are eligible only for a remedy under a verified product quality issue — i.e., the item arrived damaged, spoiled, expired, leaking, infested, wrong, or not as described (see Section 3). They cannot be returned for change-of-mind, taste, or preference reasons.

Cat litter and other non-edible products. Only unopened and unused items in their original sealed packaging are eligible for return. Opened, used, or unsealed items cannot be returned or refunded unless there is a verified product quality issue.

Any product that cannot be resold due to hygiene concerns is not eligible for return.

2. 30-Day Return Window (Unopened, Non-Food Items Only)

You may request a return within 30 days of the delivery date for eligible non-food products (e.g., cat litter) that meet all of the following conditions:

• The product is unopened, unused, and in its original sealed packaging;
• The return request is submitted within the 30-day window; and
• The product includes all original packaging, accessories, and any included items.

Free gifts, bonus items, and promotional add-ons received with the order must be returned together with the product. If any free gift or included item is not returned, or is returned used, opened, or damaged, its full original (retail) price will be deducted from your refund.

Return shipping costs are the customer's responsibility, except in cases of a verified product quality issue. Refunds are issued only after the returned item is received and inspected.

3. Product Quality Issues (Defective, Spoiled, or Expired)

LOFLLY will provide a replacement, refund, or store credit (and cover return shipping where a physical return is needed) for a verified quality issue with the product itself, such as a product that is spoiled, expired, defective, or not as described.

Note on shipping damage and loss. Physical damage or loss that occurred during shipping — such as a crushed or damaged box, products crushed in transit, or a lost package — is a transit issue handled under our Shipping Policy and should be reported directly to the carrier, not under this Section.

Reporting windows — please report promptly:

• Perishable / fresh, refrigerated, frozen, or raw food: within 24 hours of the delivery time recorded in the carrier's tracking. This food spoils quickly, so we must be notified within 24 hours of the carrier-confirmed delivery time to verify and resolve a quality claim. Claims on perishable food made after this window generally cannot be verified and may not be eligible.
• Shelf-stable food (dry food/kibble, canned/wet food, freeze-dried, treats, supplements): within 7 days of delivery (and within any printed best-by/expiration date) — for defects such as an item that is expired, moldy, infested, or not as described.
• Non-food products (e.g., cat litter): within 30 days of delivery for any quality defect.

In every case, please send clear photos of the product and packaging, plus your order number, to support@loflly.com. For spoiled or unsafe food, photograph it first — you do not need to keep or ship spoiled product. Claims submitted outside these windows may not be eligible. Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection law.

4. Wrong or Missing Items

If you receive the wrong item, or your order is missing an item that we failed to include, contact us within 30 days of delivery with your order number and photos. We will correct the error at our expense — by sending the correct or missing item or issuing a refund. This is our error to fix, not yours. (Items missing because a package was lost or tampered with in transit are handled under our Shipping Policy.)

5. Personal Preference & Non-Quality Returns

Returns based on personal preference — including but not limited to scent, texture, or subjective dissatisfaction — are not considered product defects. Such returns are accepted only if the product remains unopened and unused, within the 30-day window, and return shipping is not covered by LOFLLY.

6. Non-Returnable Items

The following are final sale and cannot be returned or refunded except where a verified quality issue exists or the law requires otherwise:

• All food products — including unopened, sealed items: fresh/refrigerated/frozen/raw food, dry food/kibble, wet/canned food, freeze-dried & air-dried food, treats, toppers, and supplements (eligible only under a verified quality issue, Section 3);
• Opened, used, or unsealed cat litter and other non-edible consumables;
• Items marked "Final Sale," clearance, or promotional free items;
• Gift cards;
• Subscription orders that have already shipped (see Section 11).

7. Order Cancellation Before Shipment

You may cancel an order for a full refund any time before it has shipped. Once an order has entered processing or shipped, it is governed by the return rules above.

8. Return Shipping & Tracking Requirement

Once a return request is approved:

• Ship the item following the return instructions we provide;
• Submit a valid tracking number.

If we do not receive the returned package within 10 days after the tracking number is provided, the return will be treated as incomplete and no refund will be issued. We recommend a trackable, insured method, as we are not responsible for returns lost in transit to us.

9. Refund Processing

• All returns are inspected upon receipt.
• Approved refunds are issued to the original payment method.
• Please allow up to 10 business days after inspection for processing; your bank or card issuer may take additional time to post the refund.
• Original shipping fees are non-refundable unless the return qualifies as a verified product quality issue or our error.

10. Exchanges

We do not offer direct exchanges. If you'd like a different product, please return an eligible (unopened) item under this policy and place a new order.

11. Subscription Orders

Subscriptions may be paused or canceled at any time and are governed by the LOFLLY Subscription Policy. Refunds for already-shipped subscription orders follow the same eligibility rules in this policy.

12. Refused or Undeliverable Packages

If a package is refused, unclaimed, or returned to us because of an incorrect or incomplete address provided at checkout, any return shipping and reshipment costs may be deducted from your refund or charged before reshipment. Please double-check your shipping address before ordering.

13. Abuse Prevention & Fair Use

To keep this policy fair for all customers, LOFLLY reserves the right to limit, decline, or refuse returns and refunds in cases of suspected fraud or repeated abuse. Requests may be reviewed in light of order history, shipping address, and account activity. We apply this consistently and in good faith.

14. Payment Disputes

If you have any concern about a charge, please contact us first at support@loflly.com — we can almost always resolve it faster than a bank dispute. Filing a chargeback for an order that was delivered as described, or for a charge covered by this policy or the Subscription Policy, may delay resolution while we provide order and delivery records to your payment provider.

15. Contact Us

📧 support@loflly.com — our team is happy to help and will respond as promptly as possible (within 1 business day).