Return and refund policy

Return & Refund Policy

At Elias Pet Shop, customer satisfaction is important to us. If your purchase doesn't meet your expectations, we're here to help make the return process as simple and transparent as possible.

Please review the following policy before submitting a return request.

1. Return Period

Most items purchased from Elias Pet Shop may be returned within 30 calendar days after the date of delivery.

To qualify for a return, the product must:

  • Be unused and in resalable condition

  • Include all original packaging and accessories

  • Be free from damage caused after delivery

  • Be accompanied by proof of purchase or your order confirmation

Returns that do not meet these requirements may not be eligible for a refund.

2. Requesting a Return

Before returning any item, please contact our customer support team.

Email: service@luckymetawell.com

When contacting us, please include:

  • Your order number

  • The product you wish to return

  • The reason for your return

  • Photos (if the product arrived damaged or defective)

Once your request has been reviewed and approved, we'll provide return instructions and any necessary shipping information.

Please do not send products back without prior authorization, as unauthorized returns cannot be processed.

3. Damaged, Defective, or Incorrect Items

We recommend inspecting your package as soon as it arrives.

If you receive:

  • A damaged product

  • A defective item

  • The wrong product

  • Missing items from your order

please notify us as soon as possible so we can investigate and provide an appropriate solution.

Supporting photographs may be requested to help speed up the review process.

4. Items Not Eligible for Return

For hygiene, safety, and product integrity reasons, certain items cannot be returned.

These may include:

  • Customized or personalized products

  • Perishable goods or consumable pet products

  • Opened pet care or hygiene items where health regulations apply

  • Hazardous materials or regulated products

  • Gift cards

  • Clearance or final-sale merchandise

Shipping charges paid during checkout are generally non-refundable unless required by applicable law.

If you're unsure whether your purchase qualifies, please contact us before sending the item back.

5. Exchanges

We currently do not process direct product exchanges.

If you would like a different item, we recommend:

  1. Requesting a return for the original product (if eligible).

  2. Placing a new order for the desired item after your return has been approved.

This helps ensure the fastest possible service.

6. European Union Customers

For customers whose orders are delivered within the European Union, applicable consumer protection laws may provide an additional 14-day withdrawal period.

To qualify:

  • The item must remain unused.

  • Original packaging should be intact.

  • Proof of purchase is required.

Where applicable, these statutory rights are separate from and in addition to our standard return policy.

7. Refund Processing

After your returned item is received and inspected, we'll notify you of the outcome by email.

If your refund is approved:

  • The refund will be issued using the original payment method.

  • Most refunds are processed within 10 business days after approval.

Depending on your bank or payment provider, it may take additional time before the refunded amount appears on your statement.

If you have not received your refund within 15 business days after approval, please contact us for assistance.

8. Return Shipping Address

Please contact our support team before returning any merchandise.

Returns should only be shipped after receiving return authorization and shipping instructions.

Return Address

Elias Pet Shop
1808 E Florence Ave
Los Angeles, CA 90001
United States

Need Assistance?

If you have any questions regarding returns, refunds, or your order, we're always happy to help.

Elias Pet Shop

📧 Email: service@luckymetawell.com

📞 Phone: +1 (323) 581-3156

📍 Business Address:
1808 E Florence Ave
Los Angeles, CA 90001
United States

Thank you for choosing Elias Pet Shop. We appreciate your trust and remain committed to providing quality products along with dependable customer support.