Product Support & Warranty
Our Commitment to Quality
At Lunaveller, we want every product you receive to meet the quality and presentation standards described in our store.
Our products across Pet Beds, Pet Blankets, and Pet Sleep Mats are selected and prepared for shipment with care. Our Pet Beds collection may include cozy pet beds, cushioned resting beds, washable pet beds, and other practical sleeping products, while our Pet Blankets and Pet Sleep Mats collections include soft comfort products designed for everyday pet resting spaces.
If your product arrives damaged, defective, incorrect, incomplete, or develops a qualifying manufacturing, material, or structural issue during the applicable warranty period, our customer support team will review the issue and provide an appropriate solution in accordance with this Warranty and Guarantee Policy and applicable consumer law.
90-Day Limited Warranty
Most eligible Lunaveller products are covered by a 90-day limited warranty beginning on the date of confirmed delivery, unless otherwise stated on the applicable product page.
The warranty applies to eligible manufacturing defects, defects in materials or workmanship, and qualifying structural issues that arise during normal and intended use.
Depending on the nature of the issue, product availability, and the circumstances of the claim, an approved warranty claim may result in:
• A replacement product
• A replacement component, where appropriate and available
• A refund
• Store credit, where agreed with the customer
• Another appropriate remedy
The specific remedy will depend on the nature of the issue, product availability, applicable consumer law, and the circumstances of the claim.
What Is Covered
Subject to the terms and exclusions in this policy, the limited warranty may cover:
Manufacturing Defects
Defects in materials or workmanship that affect the normal intended use, function, or structure of the product.
Material or Construction Issues
Unexpected issues involving product construction, fabric materials, filling structures, stitching details, seams, covers, cushions, zippers, closures, handles, fastening components, or other functional or structural elements during normal and intended use.
For Pet Beds, qualifying manufacturing defects may include issues affecting original materials, cushioning structures, stitching, covers, filling components, or other supplied product elements where the issue occurs during normal and intended use and is not caused by misuse, improper cleaning, improper storage, unauthorized modification, or unsuitable environmental exposure.
Structural or Functional Defects
Problems with the construction, structural integrity, or intended functionality of the product that are not caused by accidental damage, misuse, excessive force, improper care, improper cleaning, or unauthorized modification.
Examples may include qualifying issues affecting:
• Pet Beds, cushions, covers, or resting structures
• Pet Blankets, fabric surfaces, stitching, edges, or finishing details
• Pet Sleep Mats, padding structures, surfaces, seams, or support materials
• Zippers, closures, handles, straps, or fastening components where applicable
• Product joints, connections, supports, or other functional components
Products Damaged on Arrival
Products that arrive damaged, crushed, torn, stained, deformed, defective, incomplete, or otherwise unusable because of shipping, handling, fulfillment, or another issue not caused by the customer.
If an item arrives damaged, defective, incorrect, incomplete, or materially different from its product description, we will provide an appropriate remedy at no additional cost to the customer where the issue is confirmed to be our responsibility.
What Is Not Covered
Unless otherwise required by applicable law, the limited warranty does not cover damage or issues caused by:
• Accidental drops, impacts, crushing, bending, tearing, or breakage
• Misuse or use outside the product's intended purpose
• Improper handling, storage, washing, drying, or maintenance
• Excessive force, pressure, pulling, or weight
• Use outside the recommended pet resting purpose
• Exposure to excessive moisture, heat, chemicals, cleaning agents, or unsuitable environments
• Normal wear and tear
• Cosmetic changes resulting from normal use
• Fading, discoloration, surface wear, scratching, creasing, fabric changes, or minor appearance changes caused by use or improper care
• Staining, deterioration, or damage caused by improper storage or environmental exposure
• Unauthorized repairs, modifications, alterations, or disassembly
• Improper cleaning or maintenance
• Loss or theft
• Customer-caused damage
• Damage occurring after the applicable warranty period
Minor variations in colour, texture, softness, filling distribution, shape, surface appearance, material tone, stitching position, or other cosmetic characteristics are generally not considered defects when they do not materially affect the normal use or structural integrity of the product.
Damaged, Defective, Incorrect, or Incomplete Items
Please inspect your order promptly after delivery.
If your product arrives:
• Damaged
• Crushed, torn, scratched, stained, deformed, or otherwise physically affected
• Defective
• Incorrect
• Incomplete
• Missing components or accessories
• Materially different from the product description
please contact us at:
as soon as reasonably possible.
Damaged, Defective, Incorrect, or Incomplete Items
To help us review the issue, please provide:
• Your order number
• Product name
• A brief description of the issue
• Clear photographs of the product
• A short video demonstrating the issue where relevant
• Photographs of the inner or outer packaging where relevant
• A photograph of the shipping label where available
For Lunaveller products, photographs or videos may be particularly helpful for issues involving fabric materials, filling structures, stitching, seams, covers, cushions, zippers, closures, product shape, size, material condition, or other visible or functional product concerns.
For Pet Beds, a short video may also help demonstrate applicable issues involving product structure, cushioning, filling distribution, removable components, or other product conditions.
For Pet Blankets and Pet Sleep Mats, photographs or videos may help demonstrate issues involving fabric condition, stitching, surface damage, deformation, or other visible product concerns.
Please keep the affected product and packaging until our customer support team has reviewed your request.
If Lunaveller confirms that the item arrived damaged, defective, incorrect, incomplete, or materially different from its product description, we will provide an appropriate replacement, refund, return solution, or other remedy at no additional cost to the customer.
How to Make a Warranty Claim
To submit a warranty claim, contact our customer support team at:
Please include:
• Your order number
• The email address used to place the order
• Product name
• A description of the issue
• Supporting photographs or videos where relevant
Our customer support team aims to respond to warranty enquiries within 1–2 business days.
Warranty Review
Warranty claims are reviewed based on the individual circumstances of the issue.
During our review, we may consider:
• The nature of the reported issue
• The date of confirmed delivery
• Product condition
• How the product was used, cleaned, or stored where applicable
• Photographs or videos provided
• Whether the issue is consistent with a manufacturing, material, or structural defect
• Whether customer-caused damage, misuse, improper cleaning, improper storage, or improper care contributed to the issue
• Applicable consumer protection requirements
Submitting a warranty claim does not automatically mean that the claim has been approved.
Replacement Products
If a replacement is approved, we will make reasonable efforts to provide the same product or variation originally purchased.
If the original product is unavailable, we may offer:
• A comparable replacement
• An alternative product, where agreed with the customer
• A refund
• Store credit, where agreed with the customer
• Another appropriate solution
Product Care
To help keep your Lunaveller products in good condition:
• Follow any care, cleaning, storage, or use instructions provided with the product
• Use each product only for its intended pet resting purpose
• Handle fabric materials, filling structures, stitching, covers, cushions, and other components carefully
• Avoid unnecessary pulling, bending, tearing, crushing, or excessive force
• Avoid prolonged exposure to excessive moisture, heat, chemicals, strong cleaning agents, or environmental conditions beyond the product's stated specifications
• Clean products using suitable methods according to applicable care instructions
• Store products appropriately when not in use
For Pet Beds, follow applicable placement, cleaning, maintenance, and care instructions. Avoid improper washing methods or excessive pressure that may affect filling structure, fabric condition, or product shape.
For Pet Blankets, follow applicable washing, drying, and fabric care instructions. Avoid unsuitable cleaning methods that may affect softness, colour, texture, or material condition.
For Pet Sleep Mats, follow applicable placement, cleaning, storage, and maintenance instructions. Avoid excessive folding, pulling, or storage conditions that may affect product structure.
Damage resulting from misuse, improper handling, improper cleaning, unsuitable storage, environmental exposure beyond stated specifications, or failure to follow reasonable care instructions may not qualify for warranty coverage where permitted by applicable law.
Consumer Rights
This limited warranty is provided in addition to, and does not replace, any rights you may have under applicable consumer protection laws.
Contact Us
If you have questions about a product, warranty coverage, or an existing warranty claim, please contact us:
Brand: Lunaveller
Website:
lunaveller.com
Legal Entity:
Chengdu Hongce Technology Co., Ltd.
Registered Address:
Unit 2, Building 5, No. 3, 10th Floor, No. 68 Yangzishan Road, Chenghua District, Chengdu City, Sichuan Province
Unified Social Credit Code:
91510108MAEACTM30Q
Customer Support Email:
service@lunaveller.com
For order-related enquiries, please include your order number and the email address used at checkout.
For damaged or defective product inquiries, please also include clear photographs of the product and packaging where relevant.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
Lunaveller — Thoughtful Pet Comfort. Cozy Resting Spaces. Everyday Companionship.