• Ships from Ireland • Free Irish delivery on orders of €28 or more • 30-day returns (conditions apply)
Last updated: 23 September 2026. This policy covers physical goods bought by consumers from Luniro, operated by NS PET MEDICAL LIMITED, Ireland. Our additional 30-day returns offer does not replace or restrict your statutory rights. Service bookings, including In-Home Pet Care, are separate from this goods policy.
At a glance
For most online goods purchases, you have a legal right to cancel within 14 days after delivery. We also offer returns requested within 30 days after delivery for unused goods that remain suitable for resale, subject to the additional-offer conditions below. Faulty, damaged or incorrectly supplied goods are handled separately.
1. Your legal right to cancel an online purchase
You may cancel most online purchases without giving a reason by notifying us within 14 days after you, or a person you nominate other than the carrier, receive the goods. For one order delivered in separate shipments, the period generally starts when the last item is received. Send your cancellation to info@luniro.ie or write to the address below. An unambiguous statement is sufficient; the optional form below is not compulsory. You do not need our approval to exercise this right.
If the legally required cancellation information was not provided, the cancellation period may be extended by up to 12 months beyond the original deadline; if we provide it during that extension, you have 14 days from receiving it to cancel. Send the goods back within 14 days after notifying us. You may examine them as you would reasonably do in a shop to establish their nature, characteristics and functioning. Opening ordinary packaging for that purpose does not automatically remove your cancellation right. You may be responsible for an actual reduction in value caused by handling beyond what is necessary for that examination. Our additional 30-day offer’s unused, original-packaging and resale conditions do not override this legal right.
2. Our additional 30-day returns offer
If you are outside the legal cancellation period, contact us within 30 days after delivery and send the goods back within 14 days after your request. Under this additional offer, goods must be unused, clean, undamaged and suitable for resale, with their original packaging, labels, accessories and instructions. They must not have been used on an animal, contaminated or altered. We may decline an additional-offer return that does not meet these conditions, but this does not affect any statutory remedy.
Eligible goods bought at a discount are included; the refund is based on the price actually paid. This additional offer excludes goods made to your specifications or clearly personalised, goods that deteriorate or expire rapidly, and goods with a genuine health or hygiene seal that has been broken. These exclusions never remove rights concerning faulty or incorrectly supplied goods.
3. Legal exceptions to change-of-mind cancellation
Where the law permits, the 14-day cancellation right does not apply to goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; or sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons once unsealed after delivery. A product is not automatically excluded simply because it is a pet-care item. Relevant exceptions must apply to the particular product. Your rights when goods are faulty, not as described or incorrectly supplied remain protected.
4. Faulty, damaged or incorrect goods
Contact us with your order reference and a description of the problem. Photographs can help us assess it, where practical. If goods do not conform to the contract and you exercise the short-term right to terminate within 30 days after delivery, you can seek a full refund without having to accept a repair or replacement. Other legal remedies continue after that period; our 30-day offer is not a limit on those rights.
Depending on the circumstances, you may be entitled to a repair or replacement free of charge, within a reasonable time and without significant inconvenience, or to a price reduction or termination and refund. You do not have to return faulty goods in a resalable condition or keep their original packaging to claim your statutory rights. We bear the necessary return costs where goods are faulty, damaged on delivery or incorrectly supplied. Contact us so we can arrange an appropriate return method.
5. Return costs and refunds
For change-of-mind returns, you pay the direct cost of returning the goods where this was disclosed before purchase. We will not apply that obligation retrospectively if it was not disclosed. For goods that cannot normally be returned by post, the relevant return-cost information must be provided before purchase; contact us for assistance. We do not charge a restocking fee.
For legal cancellation of a whole order, we refund the amount paid, including the cost of our least expensive standard delivery option. Any extra amount paid for a premium delivery service is not refundable under that rule. We refund without undue delay and within 14 days after being informed of cancellation, but may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever is earlier, unless we have offered to collect them. Any lawful deduction for diminished value will be explained.
For returns accepted solely under our additional 30-day offer, we refund the returned goods’ purchase price within 14 days after receiving them; original delivery charges are not included under that additional offer. Refunds due on termination for faulty goods are made within the applicable legal deadline, normally no later than 14 days after we receive the goods or evidence of their return. Refunds use the original payment method unless you expressly agree otherwise, without a refund-processing fee. Your bank may take additional time to display the credit.
6. How to contact us and return an item
Email info@luniro.ie with your order number or another reasonable proof of purchase, the items concerned and whether you are cancelling or reporting a problem. Keep a copy of your message and proof of posting. Contact us for packing and return-routing assistance; waiting for a reply does not suspend your legal right to cancel or require you to miss a deadline.
Trader and correspondence address: NS PET MEDICAL LIMITED, 106 Lagan Road, Glasnevin, Dublin 11, Dublin, D11 TX99, Ireland. Unless we provide a suitable alternative return address, goods may be returned to this address. Do not send them to the manufacturer.
7. Optional cancellation form
To: NS PET MEDICAL LIMITED, 106 Lagan Road, Glasnevin, Dublin 11, Dublin, D11 TX99, Ireland; info@luniro.ie.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [goods].
Ordered on / received on: [date].
Order reference, if available: [reference].
Name of consumer(s): [name].
Address of consumer(s): [address].
Signature of consumer(s), only if sent on paper: [signature].
Date: [date].
Delete as appropriate.
8. Further information
This policy does not limit mandatory consumer protections that apply to your purchase. For independent information, see the CCPC guidance on online purchases and faulty goods. If you have a complaint, contact us using the details above so we can work with you to resolve it.
