Refund policy

We want you and your pup to love the Pup Paradise™ Sprinkler Pad. If something isn’t right, we’ll do our best to fix it while keeping things fair to both you and our small business.

This policy applies in addition to any rights you have under Australian Consumer Law.

1-Year Limited Warranty (Manufacturing Defects Only)

We offer a 1-year limited warranty from the date you receive your Pup Paradise™ Sprinkler Pad.

This warranty covers manufacturing defects under normal, supervised use, including:

  • Seams splitting or coming apart

  • Leaks caused by a manufacturing defect

  • Major material failure not caused by external damage, misuse, or normal wear and tear

To help your pad last as long as possible, we recommend:

  • Using the pad on a smooth, flat surface only (no gravel, rocks, or sharp concrete)

  • Trimming your dog’s nails before use

  • Always supervising dogs and kids while they play

How to make a warranty claim

If you believe your product has a manufacturing defect:

  1. Email us at support@luvura.com

  2. Include:

    • Your order number

    • A brief description of the issue

    • Clear photos or videos of:

      • The damaged area

      • The whole pad

      • The surface it was used on

Our team will assess the claim and, if approved, we’ll offer a repair, replacement, or refund, depending on the situation and stock availability. In most cases, we’ll first look to replace the item.

Change-of-Mind Returns

If you change your mind:

  • You may request a return for unused items that are in the same condition you received them, preferably in their original packaging.

  • Please contact us at support@luvura.com to check eligibility and obtain return instructions.

  • Return shipping for change-of-mind returns is usually paid by the customer.

  • Items sent back to us without first requesting a return will not be accepted.

Damages, Issues & What Isn’t Covered

Please inspect your order when it arrives and contact us as soon as possible if the item is:

  • Defective

  • Damaged on arrival

  • The wrong item

We’ll evaluate the issue and make it right in line with our 1-year warranty and your consumer rights.

Because Pup Paradise is an outdoor water toy used by dogs and kids, we need to distinguish between manufacturing faults and damage from use.

Our pads are durable, not indestructible. The warranty does not cover:

  • Dogs chewing, biting, or ripping the pad

  • Aggressive scratching, especially when pups are left unsupervised

  • Punctures, cuts, or holes from sharp objects, toys, rocks, sticks, furniture edges, or tools

  • Damage from using the pad on rough or sharp surfaces (e.g. gravel, rough concrete with exposed stones)

  • Damage caused by excessive water pressure or not following care/use instructions

  • General wear and tear over time, including fading, minor scuffs, or cosmetic marks

Dogs and kids should always be supervised while using the pad.
If the pad shows clear signs of chewing, tearing, dragging over rough/sharp surfaces, or other misuse, this is not considered a manufacturing defect and is not eligible for a free replacement or refund under the 1-year warranty.

In some cases, even if damage is not covered by the warranty, we may offer a discount on a replacement as a goodwill gesture.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including (but not limited to):

  • Perishable goods (such as food, flowers, or plants)

  • Custom or personalised products

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

We also cannot accept returns on sale items or gift cards.

If you’re unsure whether your item is eligible, please contact us at support@luvura.com.

Exchanges

The fastest way to get what you want is to:

  1. Contact us to check eligibility under our warranty or return policy, then

  2. Once your return is approved, send the item back and place a new order for the item you’d like instead.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund is approved.

If approved:

  • You’ll be automatically refunded to your original payment method within 10 business days.

  • Shipping costs may be non-refundable except where the item was faulty or incorrect.

Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@luvura.com.