Refund policy

At Lesure, we care about the comfort and well-being of pets and their families. If your product arrives damaged or develops a quality defect, please contact us so we can help.
For pet health and hygiene, and to help prevent potential cross-contamination, we only accept returns for verified product quality issues. Return requests must be submitted within thirty (30) calendar days of delivery.

Please review the conditions below before requesting a return.

Order Cancellation


To request a cancellation before shipment, please contact us through our Contact Us page with your order number.
  • If your order has not entered processing, we will cancel it and issue a full refund.
  • If your order is already being processed or prepared for shipment, we will attempt to cancel it, but cancellation cannot be guaranteed.
Once an order has shipped, it cannot be canceled. Any subsequent return request must meet the eligibility requirements in this policy.

30-Day Return Eligibility

Returns are accepted only for verified product quality issues reported within thirty (30) calendar days of delivery.
We do not accept returns for non-quality reasons, including:
  • A change of mind.
  • Ordering the wrong size, color, or product.
  • Your pet not liking or using the product.
  • Damage caused by chewing, scratching, misuse, improper care, or normal wear and tear.
Return requests submitted after the 30-day period will not be accepted, except where required by applicable law. This return window does not limit any separate warranty coverage that may apply.

Return Request Review Process

To request a return, please contact us through our Contact Us page and provide:
  • Your order number or proof of purchase.
  • The product name and a description of the issue.
  • Clear photos or videos showing the issue.
  • Photos of the shipping packaging and label if the item arrived damaged.
Depending on the product and reported issue, we may also request packaging details, product identification information, or reasonable troubleshooting steps. Serial numbers or diagnostic information will only be requested where applicable.

We use this information to verify your purchase, assess the reported issue, and determine the appropriate resolution.

Once your request has been reviewed and approved, we will provide return authorization and instructions.

Return Authorization & Shipping Arrangements

All returns require prior authorization from Lesure.

Please do not ship any product before receiving our approval and return instructions. Returns must be sent only to the address provided by our customer care team, which may differ from the original shipping address.

After approval, please arrange return shipping according to the instructions provided. Any available return-label options and related charges will be explained before shipment.

Unauthorized returns, returns sent to an incorrect address, or returns that do not follow our instructions may be delayed or refused.

Return Conditions

Product Completeness

Unless our customer care team instructs otherwise, please include the product and all accessories, removable parts, manuals, and components originally supplied.

Keep any remaining product tags and original packaging where available. If the original packaging is unavailable, use suitable protective packaging.

Missing items may affect your refund. Any proposed deduction will be explained to you before the refund is finalized.

Hygiene & Preparation

Please prepare the product for safe handling and transport without causing further damage or obscuring the reported defect.

  • Pet beds, sofas, and blankets: Remove loose pet hair and surface debris. Products must be dry and free from urine, feces, or other biological contamination. Do not wash the product solely for the return unless instructed by our team.
  • Litter boxes: Empty all litter and waste, clean according to the product instructions, and allow all returned parts to dry completely. Do not immerse electrical components in water.
  • Other products: Follow the preparation instructions provided with your return authorization.

If the product cannot be safely cleaned or handled because of the reported defect, contact us before attempting to clean or ship it. 

Hygiene-Sensitive Products

Disposable pee pads, disposable diapers or male wraps, litter-box waste bags, and similar hygiene-sensitive consumables are not eligible for returns for non-quality reasons, whether opened or unopened.

If you believe one of these products has a quality defect, contact us within 30 calendar days of delivery with supporting photos or videos. Our team will assess the issue and confirm whether the item needs to be returned.

Please do not send back used or contaminated disposable products unless expressly instructed by our team.

Return Packaging & Proof of Shipment

Please package your return securely to help prevent damage in transit.

Use a trackable shipping service and retain your proof of postage and tracking number until the return and refund process is complete. If your return is delayed, lost, or damaged in transit, these records will help support a carrier investigation.

Shipping & Return Costs

Customers are responsible for return shipping costs, including returns for verified quality issues, unless otherwise required by applicable law.

If we provide a return shipping label, any applicable label fee will be disclosed in advance and may be deducted from your refund with your agreement.

Original shipping fees are generally non-refundable, except where required by applicable law. Any applicable shipping-fee refund will be confirmed during the return review.

Sets, Bundles & Promotional Purchases

Sets and bundles generally must be returned together to qualify for a full refund. If only one item has a verified quality issue, please contact us so we can confirm the appropriate resolution before you return any items.

Promotional and discounted products remain subject to the same quality-related return requirements in this policy.

Refunds are based on the amount actually paid for the returned merchandise after discounts. Coupon discounts have no cash value and will not be refunded in cash.

Used coupons are not automatically reissued. Please contact our customer care team if you have questions about a coupon associated with an approved return.

Incorrect Addresses & Returned Packages

Please provide a complete and accurate shipping address at checkout.

If your package is returned because of an incorrect or incomplete address you provided, refusal of delivery, or failure to collect the package within the carrier’s holding period, we will attempt to contact you to arrange the next steps.

Additional shipping costs may apply if you request reshipment. If a refund is approved instead, actual outbound shipping, return shipping, and related carrier charges caused by these circumstances may be deducted where permitted by law. Any deductions will be explained to you.

Refusing delivery does not automatically qualify an order for a refund.

If a package is returned because of a carrier error or an error on our part, please contact us so we can investigate and arrange an appropriate resolution.

Refund Processing

Once we receive your authorized return, we will inspect it and notify you by email of the approval or rejection of your refund.

For returns that meet this policy’s requirements, we will process and issue your refund to the original payment method within 7–10 business days of receiving the returned merchandise.

Once issued, the time it takes for the refund to appear in your account depends on your bank, credit card company, or payment provider.

You will receive an email confirmation once your refund has been issued.

Third-Party Purchases

This policy applies only to purchases made directly from lesurepet.com.

If you purchased a Lesure product through Amazon, Chewy, TikTok Shop, or another retailer or marketplace, please contact the original seller to request a return or refund under that seller’s policy.

We cannot issue refunds for purchases made through third-party sales channels.

Contact Us

For return or refund assistance, please visit our Contact Us page and include your order number and details of the issue.

Nothing in this policy limits your rights under applicable consumer protection laws.