We extend our deepest, most heartfelt condolences to you and your family if your beloved companion has passed away. We know this is an incredibly difficult time, and we want to make managing your MedcoVet account as straightforward and stress-free as possible.
For Weekly Rental Accounts
If you are currently renting your Luma device, please message MedcoVet Support whenever you feel ready. Let us know that your pet has passed away, and our team will immediately take care of the following:
We will close your active rental case file to permanently freeze all future weekly billing.
We will email you a prepaid USPS return shipping label.
The Return Window: Your billing stops the exact day we issue the label so you do not have to worry about ongoing costs. While we freeze charges immediately to give you space to process your loss, we kindly ask that you securely package and drop off the hardware within 10 days of receiving the label.
When messaging our team, simply include your full name, your pet's name, and the phone number associated with your app so we can locate your file without asking you to repeat extra details.
For Upfront Purchase Accounts
If you purchased the Luma device outright, our standard product policies apply. Direct purchases include a 7-day money-back guarantee from the recorded date of delivery; after 7 days, retail sales are final. If you are within that initial 7-day window, support can issue a return label and process a full hardware refund for you.