Refund policy

At LomitoLab, we want you to have a good experience with your purchase. That is why we offer a 30-calendar-day return policy starting from the date you receive your order.

To request a return, the product must be in the same condition in which it was received: unused, clean, complete, with its accessories, tags, and original packaging. Proof of purchase or order number will also be required.

To start a return, email us at hola@lomitolab.com and include your name, order number, reason for the return, and, if applicable, photographs of the product.

Returns sent without prior authorization by email will not be accepted.

Used Products or Hygiene Reasons

Because this is a product related to pet cleaning and hygiene, we do not accept returns of products that have been used, stained, damaged by misuse, or are not in suitable condition for inspection.

If the product arrived defective, damaged, or you received the wrong item, we will gladly review your case and offer a solution.

Damages, Defects, or Incorrect Product

Please inspect your order as soon as you receive it. If the product arrived damaged, defective, or you received a different item than the one you purchased, contact us immediately at hola@lomitolab.com.

To help you, please include clear photographs of the product, packaging, and order number.

Exchanges

If you wish to exchange a product, you must first request the return of the original item. Once the return is reviewed and approved, you may place a new order for the product you want.

Return Shipping

If your return is approved, we will send you instructions to ship the product. Depending on the case, we may provide you with a return label or indicate the address where you must send the package.

Return shipping costs may vary depending on the reason for the return.

Refunds

Once we receive and inspect the returned product, we will notify you by email whether the refund was approved or rejected.

If approved, the refund will be issued automatically to the original payment method within approximately 10 business days. Please note that your bank or card issuer may take additional time to reflect the refund.

If more than 15 business days have passed since we approved your refund and you still do not see it reflected, contact us at hola@lomitolab.com.

Right to Cancel

For purchases made remotely, the customer may request cancellation of their purchase in accordance with applicable consumer rights. To review your case, contact us at hola@lomitolab.com with your order number.