Refund policy

Return & Refund Policy

We want you and your dog to be genuinely happy with your Loovi. If it is not right for
your dog, you do not need to post it back to us.

Our 30-Day Comfort Guarantee — keep the product

Give it a fair go for at least two weeks, because red light therapy is a routine rather
than a one-off. If your dog is not getting on with it, email us between day 14 and day 30
after delivery and we will refund you in full — and you keep the product. There is nothing
to package up, nothing to post, and no return postage to pay.

What we ask from you

So that we can keep offering this and improve the product, we ask you to show us the
problem. Email loovi.support@gmail.com with:

- your order number;
- a short description of what is not working for your dog — the fit, the fastening, your
  dog refusing to wear it, or simply no change after a month of use;
- a photo or a short video showing the issue, for example the coat on your dog so we can
  see how it is sitting.

A quick phone photo is fine. We are not looking for anything elaborate — we just need to
see it. Once we have that, we approve the refund and you keep the product.

Refunds

Approved refunds go back to your original payment method within 5–10 business days. Your
bank or card provider may take a little longer to post it. Original shipping is free, so
there is nothing else to refund.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, contact us straight away
at loovi.support@gmail.com with a photo of the issue and your order number. We will arrange
a replacement, repair, or full refund at no cost to you — and this is not limited to the
30-day window or the day-14 minimum.

Wrong size?

Email us before you order if you are unsure — send your dog's chest girth and back length
and we will tell you which size to get. If you have already ordered the wrong size, email
us and we will sort out the right one.

Warranty

Everything we sell carries a 12-month warranty against manufacturing faults, on top of your
rights under Australian Consumer Law.

Order Cancellations

If you need to cancel or change an order, email us as soon as possible at
loovi.support@gmail.com. If your order has not shipped yet, we will cancel or amend it free
of charge.

Late or Missing Refunds

If more than 10 business days have passed since we confirmed your refund and you have not
seen it, check your account again and then contact your card provider, as it can take time
to post. If you have done both and still have not received it, email us and we will look
into it.

Your rights under Australian Consumer Law

This guarantee sits on top of your rights under the Australian Consumer Law and does not
limit them. You are always entitled to a repair, replacement or refund for goods that are
faulty, not fit for purpose, or do not match their description, regardless of anything above.

Questions

Reach out any time at loovi.support@gmail.com. We are a small team and we read every message.

Loovi is a comfort and wellbeing accessory for dogs and is not a substitute for veterinary
care, diagnosis, or treatment.