Returns and Exchanges

30-Day Return Guarantee

You can request a return or refund within 30 days of receiving your item. To ensure a smooth process, please ensure that the returned item meets the following criteria:

• The item is in its original, unused condition, free of stains, wear, and odors;
• The item includes all original packaging, accessories, instructions, and tags;
• Unauthorized return packages will not be accepted.

To cancel your order before shipment, please email ella@lozeyrw.com as soon as possible and include your order number. We will do our best to cancel your order before shipping.

Damaged or Defective Items

"Oh no, my item is damaged!"

If your item is damaged, broken, or has a quality issue during shipping, please contact us within 24 hours of receiving it. To ensure prompt processing, please:

• Retain the item, its original box, and all packaging materials;
• Take clear photos of the damage (including the packaging and product details);
• Email ella@lozeyrw.com and include your order number.

Please do not refuse the package or return the item without authorization before contacting us, as this will affect the processing result.

We will reship, replace parts, or refund eligible items.

All returns require a Return Material Authorization (RMA) number. Unauthorized returns will not be processed.

Returns for Personal Reasons (Change of Mind)

"I changed my mind."

We understand that sometimes you may simply want to reconsider a purchase.

If you wish to return an item for personal reasons (such as incorrect size or style), please submit your request within 30 days of receiving the item.

Return requirements are as follows:

• The item must be in new and unused condition;
• Retain the original packaging, tags, accessories, and manual;
• Please contact us by email to obtain a Return Material Authorization (RMA) number before returning the item.

Note: Unauthorized returns or refused packages will result in a refund delay or a deduction of shipping costs.

You are responsible for the return shipping costs. If you refuse the package, all shipping costs will be automatically deducted from the refund amount.

Refund Process:

Once we receive and verify the returned item, we will refund the original payment method within 7-10 business days. Some banks or credit card institutions may require an additional 1-3 business days to process the payment.

Exchange Policy

"Can I exchange for a different style?"

If you wish to exchange the color, size, or other item, please follow the return process and obtain an RMA authorization before placing a new order online.

Please note when exchanging items:

• The item must be in new, unused condition and fully packaged.
• Unauthorized return packages will not be accepted.
• If the exchanged item has a different price, the new order price will apply.

Return Restrictions and Special Instructions

To protect the rights of all customers, returns and exchanges are not accepted in the following cases:

• The item has been used, washed, soiled, or damaged;
• The return period (30 days from the receipt date) has expired;
• The purchase was not made through the official website (i.e., not on Lozeyrw.com).

In special circumstances (e.g., if pet products pose a hygiene risk after use), we may not be able to accept returns. Thank you for your understanding.

We will respond to your return or after-sales service request within 48 hours to ensure your issue is resolved promptly.

We believe that a truly excellent shopping experience lies not only in the product itself but also in after-sales service. No matter what issue you encounter, our team will listen attentively and patiently assist you to ensure both you and your pet are satisfied.