Termos do serviço
Last updated: May 7, 2026
Welcome to Vivali Pets.
These Terms of Service govern your access to and use of our website, products and services. By visiting our website, browsing our store, placing an order or using any part of our online services, you agree to be bound by these Terms.
Please read these Terms carefully before using our website.
Vivali Pets operates exclusively as an online store. We do not operate physical retail locations and we do not provide in-person customer support. For any question, request or concern, please contact us by email at:
1. About Vivali Pets
Vivali Pets is an online pet care store offering thoughtfully selected products for dogs, cats and modern pet families.
Our website is available at:
vivalipets.com
All customer service, order support, product enquiries, privacy requests, return requests and general communications are handled exclusively by email at:
We do not provide customer support by telephone and we do not operate any physical retail store, showroom, office or return counter for customers.
2. Acceptance of these Terms
By accessing or using our website, you confirm that you have read, understood and agreed to these Terms of Service.
If you do not agree with these Terms, you should not use our website or place an order with Vivali Pets.
These Terms apply to all users of the website, including visitors, customers, account holders and anyone who accesses or uses our online services.
3. Eligibility to use our website
By using this website, you confirm that:
- you are at least 18 years old; or
- you are using the website with the permission and supervision of a parent or legal guardian.
You also agree that the information you provide to us is accurate, complete and up to date.
4. Our products
Vivali Pets offers pet products intended for everyday care, comfort, enrichment, hygiene, feeding, walking, travel and home routines.
We aim to describe our products as clearly and accurately as possible. However, product colours, sizes, packaging and appearance may vary slightly depending on your screen, device, supplier updates or production batches.
Before purchasing a product, you are responsible for checking:
- product description;
- size and measurements;
- material information;
- intended use;
- safety information;
- suitability for your pet;
- quantity selected;
- shipping destination.
If you are unsure whether a product is suitable for your pet, please contact us before purchasing at:
5. Pet safety and responsible use
Our products are intended to support pet care routines, but they are not a substitute for professional veterinary advice.
You agree to use all products responsibly and according to their intended purpose.
You should always:
- choose products suitable for your pet’s size, age, breed, behaviour and needs;
- supervise pets when using toys, feeding accessories, grooming tools or new products;
- inspect products regularly for damage, wear, loose parts or signs of breakage;
- stop using any product that appears damaged or unsafe;
- keep small parts, packaging and accessories away from pets and children where appropriate;
- follow any product-specific instructions, warnings or care guidelines.
If your pet has a medical condition, allergy, behavioural issue or special care requirement, please consult a qualified veterinarian before using any product that may affect your pet’s health, routine or wellbeing.
6. Product information is not veterinary advice
Any content on our website, product pages, blog, emails, quizzes or social media is provided for general informational purposes only.
Vivali Pets does not provide veterinary, medical, nutritional, behavioural or professional pet health advice.
Nothing on our website should be interpreted as a diagnosis, treatment plan or replacement for advice from a qualified veterinarian or pet care professional.
7. Prices and currency
Product prices are displayed on our website and may vary depending on your location, selected market, currency, promotions, taxes, shipping method or other applicable charges.
We reserve the right to update prices at any time without prior notice.
The final price, including applicable taxes, shipping fees and any additional charges shown during checkout, will be displayed before you place your order.
8. Taxes, duties and import fees
Depending on your delivery country, your order may be subject to taxes, VAT, customs duties, import fees or other charges.
Where possible, applicable taxes and shipping fees will be shown at checkout.
However, depending on the destination country and fulfilment method, additional import duties, customs charges or local taxes may be charged by the relevant authorities or carriers.
You are responsible for checking and paying any taxes, duties or fees that apply to your order unless they are expressly included at checkout.
9. Orders
When you place an order with Vivali Pets, you agree that:
- all information provided is accurate and complete;
- you are authorised to use the payment method provided;
- your shipping address is correct and deliverable;
- you have reviewed the product details before purchasing;
- you accept the price, shipping costs and estimated delivery information shown at checkout.
After placing an order, you may receive an order confirmation by email. This confirmation means we have received your order, but it does not necessarily mean that your order has been accepted, processed or shipped.
We reserve the right to refuse, cancel or limit any order where necessary, including in cases of:
- suspected fraud;
- payment issues;
- incorrect customer information;
- product unavailability;
- pricing errors;
- technical errors;
- violation of these Terms;
- shipping restrictions;
- legal or regulatory concerns.
If we cancel an order after payment has been made, we will issue a refund for the amount paid, where applicable.
10. Payment
Payment must be completed at checkout using one of the payment methods available on our website.
Payments may be processed by third-party payment providers. We do not store full payment card details.
By submitting payment information, you confirm that you are authorised to use the selected payment method.
If your payment is declined, incomplete, reversed or flagged for review, we may delay, suspend or cancel your order.
11. Shipping and delivery
Shipping times, processing times, delivery estimates and available shipping destinations are described in our Shipping Policy and/or shown during checkout.
Delivery estimates are provided in good faith but are not guaranteed unless expressly stated.
Shipping times may be affected by:
- supplier processing;
- carrier delays;
- customs procedures;
- public holidays;
- weather conditions;
- incorrect addresses;
- high demand periods;
- cross-border logistics;
- events outside our reasonable control.
Some orders may be shipped in separate packages, especially when products come from different fulfilment locations or suppliers.
Once your order has shipped, you may receive tracking information where available.
For more information, please review our Shipping Policy.
12. Incorrect or incomplete shipping address
You are responsible for providing a complete and accurate shipping address at checkout.
Vivali Pets is not responsible for failed delivery, delay, loss or return caused by incorrect, incomplete or outdated shipping information provided by the customer.
If you notice an error in your shipping address, please contact us as soon as possible at:
We will do our best to help, but we cannot guarantee changes after an order has been processed or shipped.
13. 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 follow our return process after receiving the product.
14. Returns, refunds and right of withdrawal
Returns, refunds, exchanges and withdrawal rights are governed by our Returns & Refunds Policy.
If you are a consumer in the European Union, the United Kingdom or another location with similar consumer protection rules, you may have a legal right to withdraw from an online purchase within a specific period, usually 14 days from receiving the goods, unless an exception applies. EU consumer rules provide a 14-day withdrawal right for many online purchases.
To request a return, refund or cancellation under your applicable rights, please contact us at:
Products must generally be returned in an appropriate condition, unless the issue relates to defect, damage, incorrect item or another legal right.
Certain products may not be eligible for return for hygiene, safety, customisation or other legally permitted reasons. These exceptions will be described in our Returns & Refunds Policy.
15. Legal guarantee and defective products
Nothing in these Terms limits your mandatory consumer rights.
If you receive a defective, damaged or incorrect product, please contact us at:
Please include:
- your order number;
- a description of the issue;
- clear photos or videos of the product and packaging where possible.
Depending on the situation and applicable law, we may offer a repair, replacement, refund, partial refund or another appropriate solution.
Consumers in the European Union benefit from legal protection when products are faulty, do not work as expected or do not match the description. EU consumer rules include legal guarantee protections for goods.
16. Product safety
Vivali Pets aims to offer products that are suitable, safe and appropriate for their intended use.
We expect customers to use products responsibly and in accordance with product descriptions, instructions and warnings.
If you believe a product purchased from Vivali Pets may be unsafe, defective or unsuitable for its intended use, stop using it immediately and contact us at:
Please include your order number, photos or videos where possible, and a clear explanation of the issue.
The EU General Product Safety Regulation requires consumer products placed on the EU market to be safe, including products sold online.
17. Promotions, discounts and offers
From time to time, Vivali Pets may offer discounts, promotional codes, bundles, free shipping offers or other promotions.
Promotions may be subject to additional terms, including:
- expiry dates;
- product exclusions;
- minimum order values;
- country restrictions;
- one-use limits;
- customer eligibility;
- stock availability.
We reserve the right to modify, suspend or cancel promotions at any time, unless prohibited by applicable law.
Promotional codes must be entered at checkout and cannot usually be applied retroactively after an order has been placed.
18. Accounts
You may have the option to create an account on our website.
You are responsible for:
- keeping your login details secure;
- maintaining accurate account information;
- restricting access to your account;
- notifying us of unauthorised use.
We may suspend or terminate an account if we believe it has been used fraudulently, unlawfully or in violation of these Terms.
19. Customer reviews and user content
If you submit a review, comment, photo, video, testimonial or other content to Vivali Pets, you agree that:
- your content is accurate and based on your honest experience;
- your content does not violate the rights of others;
- your content does not contain unlawful, offensive, misleading or harmful material;
- we may display, edit, translate or use your content for website, marketing or customer experience purposes, where permitted by law.
We reserve the right to remove or refuse content that we believe is inappropriate, misleading, unlawful or inconsistent with our brand values.
20. Intellectual property
All content on the Vivali Pets website, including text, images, graphics, logos, product copy, design elements, layout, icons, videos and brand materials, belongs to Vivali Pets or its licensors, unless otherwise stated.
You may not copy, reproduce, distribute, modify, sell, exploit or use our content without prior written permission.
You may use our website only for personal, non-commercial shopping purposes.
21. Prohibited uses
You agree not to use our website or services to:
- violate any law or regulation;
- infringe the rights of others;
- submit false or misleading information;
- interfere with website security;
- attempt unauthorised access to systems;
- upload malicious code;
- scrape, copy or harvest data;
- abuse promotions or discount codes;
- commit fraud;
- resell products in a misleading or unauthorised way;
- damage the reputation, security or operation of Vivali Pets.
We reserve the right to restrict access, cancel orders or take appropriate action if these Terms are violated.
22. Third-party services and links
Our website may use or link to third-party services, including payment processors, shipping providers, analytics tools, advertising platforms, social media platforms, review apps or other service providers.
We are not responsible for third-party websites, services, policies, content, availability or actions.
Your use of third-party services may be subject to their own terms and privacy policies.
23. Privacy
Your use of our website is also governed by our Privacy Policy and Cookie Policy.
These policies explain how we collect, use, share and protect your personal data.
For privacy-related requests, please contact:
24. Availability of the website
We aim to keep our website available and functioning properly, but we do not guarantee uninterrupted, error-free or secure access at all times.
We may suspend, restrict or update the website for maintenance, technical issues, security reasons, operational changes or circumstances beyond our control.
25. Errors, inaccuracies and availability
Occasionally, information on our website may contain errors, inaccuracies or omissions related to:
- product descriptions;
- pricing;
- promotions;
- shipping information;
- product availability;
- images;
- delivery estimates;
- stock levels.
We reserve the right to correct errors, update information, cancel orders or refuse orders affected by errors, even after an order has been submitted, where permitted by applicable law.
If your order is cancelled after payment due to an error, we will issue a refund for the amount paid, where applicable.
26. Limitation of liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for mandatory consumer rights that cannot be excluded under applicable law.
To the maximum extent permitted by law, Vivali Pets is not responsible for:
- indirect or consequential losses;
- loss of profit, revenue or business opportunity;
- misuse of products;
- use of products contrary to instructions;
- delays caused by carriers, customs or events beyond our control;
- incorrect information provided by the customer;
- third-party services or websites;
- ordinary wear and tear of products;
- damage caused by pets chewing, scratching, biting or misusing products.
This section does not affect your statutory consumer rights.
27. Force majeure
We are not responsible for delays or failure to perform our obligations where caused by events beyond our reasonable control, including:
- natural disasters;
- extreme weather;
- war or civil unrest;
- strikes or labour disputes;
- pandemics or public health emergencies;
- customs delays;
- carrier disruptions;
- supplier disruptions;
- technical failures;
- government actions;
- import or export restrictions.
28. Complaints and dispute resolution
If you have a complaint, please contact us first so we can try to resolve the matter directly:
Please include:
- your name;
- order number, if applicable;
- a clear description of the issue;
- any relevant photos, videos or documents.
We will review your request and respond as soon as reasonably possible.
Consumers may also have the right to contact local consumer protection authorities or alternative dispute resolution bodies, depending on their country of residence. The European Online Dispute Resolution platform was discontinued as of July 20, 2025, so I would not include the old ODR platform link in the store policies.
29. Governing law and consumer rights
These Terms are governed by the applicable laws relevant to your purchase and location, without limiting any mandatory consumer protection rights that apply to you.
If you are a consumer in the European Union, United Kingdom or another jurisdiction with mandatory consumer protection rules, nothing in these Terms limits or excludes the rights you are entitled to by law.
30. Changes to these Terms
We may update these Terms from time to time to reflect changes in our business, website, products, legal requirements or operational practices.
The updated version will be posted on this page with a revised “Last updated” date.
Your continued use of the website after changes are posted means you accept the updated Terms.
31. Contact us
For any question about these Terms, your order, our products or our policies, 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.