Refund policy
Last updated: May 7, 2026
At Vivali Pets, we want you to feel confident when shopping with us. This Returns & Refunds Policy explains how returns, refunds, exchanges, cancellations and defective product claims are handled.
Vivali Pets operates exclusively as an online store. We do not operate physical retail locations, return counters or in-person customer support.
For any return, refund, cancellation, damaged product or order issue, please contact us by email at:
Please do not send any product back before contacting us and receiving return instructions.
1. Scope of this policy
This policy applies to products purchased directly from our website:
vivalipets.com
This policy does not apply to products purchased from third-party websites, marketplaces, resellers or other stores.
2. Your right to change your mind
If you are a consumer in the European Union, the United Kingdom or another country with similar consumer protection rules, you may have the right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.
For physical goods, the 14-day withdrawal period usually begins on the day you, or a person indicated by you, receive the goods.
If your order is delivered in multiple packages, the withdrawal period may begin when you receive the last package from that order.
To exercise your right of withdrawal, you must contact us before the withdrawal period expires at:
3. How to request a return
To request a return, please email us at:
Please include:
- your full name;
- your order number;
- the email address used to place the order;
- the product you wish to return;
- the reason for the return, if you wish to provide one;
- photos or videos, if the product is damaged, defective or incorrect.
After reviewing your request, we will provide return instructions by email.
Do not send products back without receiving return instructions from us first. Items returned without prior approval may not be accepted or refunded.
4. Return deadline after approval
After you notify us that you wish to withdraw from your purchase or return an eligible item, you must send the product back within 14 days of notifying us, unless we provide different instructions in writing.
You are responsible for making sure the returned product is properly packaged and protected during return shipping.
5. Condition of returned products
To be eligible for a return, products should be returned in a condition that allows us to inspect and process them properly.
Returned products should generally be:
- unused, unless the return relates to a defect;
- clean and hygienic;
- complete with all parts, accessories and manuals;
- in their original packaging where reasonably possible;
- not damaged due to misuse, chewing, scratching, improper handling or normal wear and tear.
You may inspect the product in the same way you would reasonably inspect it in a physical store. However, if the product has been used beyond what is necessary to inspect it, we may reduce the refund amount to reflect loss of value, where permitted by law.
6. Products that may not be eligible for return
Some products may not be eligible for return, especially for hygiene, health, safety or customisation reasons.
Non-returnable products may include:
- used grooming products;
- hygiene products that have been opened or used;
- products that come into direct contact with pet saliva, waste, bodily fluids, food or water and have been used;
- personalised or customised products;
- products damaged by pets through chewing, scratching, biting or misuse;
- products missing essential parts or accessories;
- products returned in an unsafe, unsanitary or incomplete condition;
- gift cards, where applicable;
- final sale items, where clearly stated and permitted by law.
This does not affect your legal rights if the product is defective, damaged, unsafe or not as described.
7. Return shipping costs for change-of-mind returns
For returns based on change of mind or withdrawal from the purchase, you are responsible for the cost of return shipping, unless we expressly agree otherwise in writing or unless applicable law requires otherwise.
We recommend using a tracked shipping method and keeping proof of postage.
Vivali Pets is not responsible for returned products that are lost, delayed or damaged during return shipping when the return is arranged by the customer.
8. Damaged, defective or incorrect products
If your product arrives damaged, defective or incorrect, please contact us as soon as possible at:
Please include:
- your order number;
- a clear description of the issue;
- photos or videos of the product;
- photos of the packaging, if relevant;
- any other information that may help us review the issue.
If the product is confirmed to be damaged, defective, unsafe or incorrect, we may offer one or more of the following solutions, depending on the situation and applicable law:
- replacement;
- repair, where appropriate;
- refund;
- partial refund;
- store credit, if accepted by you;
- another suitable solution.
For defective products, return shipping costs will be handled in accordance with applicable consumer protection laws.
9. Legal guarantee
Nothing in this policy limits your mandatory consumer rights.
If you are a consumer in the European Union, you may have a legal guarantee if a product is defective, does not work as expected, is not as described or does not meet the agreed standard.
Depending on the issue and applicable law, you may be entitled to repair, replacement, price reduction or refund.
This legal guarantee is separate from the 14-day right of withdrawal.
To make a legal guarantee claim, contact us at:
Please include your order number and evidence of the issue where possible.
10. Refunds
Once we receive and inspect your returned product, or once we otherwise confirm that a refund is due, we will notify you by email.
If your refund is approved, it will be processed to your original payment method, unless another method is agreed or required.
Refund processing times may vary depending on your bank, card provider or payment service provider.
11. Refund amount
For eligible change-of-mind returns under withdrawal rights, we will refund the price paid for the returned product.
Where required by applicable law, we will also refund the standard delivery cost paid for the original order. If you selected a more expensive delivery option than the standard delivery option available, we may not refund the additional cost of the premium delivery option, where permitted by law.
Return shipping costs are not refunded for change-of-mind returns, unless we agreed otherwise or applicable law requires otherwise.
12. When refunds may be reduced or refused
We may reduce or refuse a refund where permitted by law if:
- the product is returned after the applicable deadline;
- the product is not returned after a return request;
- the product is damaged due to misuse;
- the product shows signs of use beyond reasonable inspection;
- essential parts, accessories or packaging are missing;
- the product is returned in an unsafe or unhygienic condition;
- the item is not eligible for return;
- the return was not approved or does not follow our return instructions.
This does not affect your legal rights for defective, damaged or incorrectly supplied products.
13. Exchanges
We may offer exchanges depending on product availability.
If you would like to exchange a product, contact us at:
If the requested replacement product is unavailable, we may offer a refund, store credit or another suitable solution.
14. Order cancellations
If you wish to cancel an order, please contact us as soon as possible at:
We may be able to cancel your order if it has not yet been processed, fulfilled or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible. In that case, you may need to wait until you receive the product and then follow our return process.
15. Refused deliveries and unclaimed packages
If a package is refused, unclaimed or returned to sender due to reasons outside our control, including incorrect address, failure to collect, unpaid import fees or failed delivery attempts, we may deduct shipping, return shipping, handling or carrier fees from any refund, where permitted by law.
Please make sure your shipping address is correct before placing your order.
16. Missing orders
If your order has not arrived within the estimated delivery period, please contact us at:
Please include your order number and shipping details.
We may investigate the issue with the carrier or fulfilment partner. Depending on the situation, we may offer a replacement, refund or another appropriate solution.
17. Late or missing refunds
If your refund has been approved but you have not received it yet, please first check with your bank, card provider or payment provider. Refunds may take several business days to appear, depending on the payment method.
If you still have not received your refund after checking with your payment provider, please contact us at:
18. Gifts
If the product was marked as a gift when purchased and shipped directly to you, we may provide store credit or another suitable solution, depending on the circumstances.
If the item was not marked as a gift, the refund will generally be issued to the original payment method used by the purchaser.
19. Return instructions
Return instructions will be provided by email after your return request is reviewed.
Please do not send returns to any address without prior authorisation.
Vivali Pets does not operate physical return counters, retail locations or in-person customer service points.
20. Contact us
For any return, refund, exchange, cancellation, damaged product or legal guarantee request, please contact us at:
Vivali Pets
Email: support@vivalipets.com
Website: vivalipets.com
Vivali Pets operates exclusively as an online store. We do not operate physical retail locations and we do not provide in-person customer support.