Refund policy
By placing an order through vivpets you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies are applicable to most countries, including the United States and the United Kingdom.
Conditions available for returns and refunds
Within 14 days of receiving the product, you may request a return and refund (excluding return shipping costs). Any returned related products must be in their original packaging, in a resellable condition (except in specific cases outlined below), and must not be used.
Order cancellation
You can cancel your order free of charge within 24 hours.
Please email us your order number, and we will confirm and respond within 24 hours.
Please do not initiate any PayPal claims or credit card chargebacks. We will do our best to resolve your issue.
If your order has already been shipped, cancellation is not possible. If you still choose to cancel, shipping fees and fulfillment costs will be deducted from your refund. Return shipping costs will be your responsibility. We reserve the right to deduct all outbound costs from the refund.
Order modification
You can modify your order information (such as color, size, shipping address, or phone number) within 24 hours.
If your order has already been shipped, changes cannot be made.
Returns
You are required to confirm that the received products are correct and in good condition within one week of receiving the package. If you wish to return an item purchased from our website, you have 14 days from the date of receipt to initiate the return process. Please note that all return shipping costs are your responsibility, regardless of the reason for the return or exchange. This amount will be deducted from your refund.
Returned items must be in their original condition: unused, in the original packaging, and with all accessories included.
Once your return request is approved, you have 7 days to ship the item(s) back to us.
Important: Items that are damaged, stained, or used are not eligible for return or exchange. Returns that do not meet these conditions will not be accepted.
Please note that the right to return products does not apply to:
(1) Customized products ordered from the manufacturer according to the customer's request.
(2) All accessories.
(3) We do not accept returns, cancellations, or exchanges for bulk orders of the same item (“bulk order” refers to three or more of the same product). If you plan to purchase a large quantity, we recommend ordering a single unit first to ensure it meets your needs. If you have any questions, please contact us at vivpetslife@gmail.com, and we will get back to you as soon as possible.
(4) Shipping Fees: Please note that once an order has been shipped, expedited shipping fees such as those for FedEx are non-refundable. If your order is returned and refunded, these additional shipping costs will not be reimbursed.
Please note: Due to differences in screen resolution and monitor settings, the color displayed on the website may vary slightly from the actual product. Measurements may also vary slightly due to manual measuring. Colors and sizes are for reference only—please refer to the actual product.
How to initiate a return?
(1) Send an email to vivpetslife@gmail.com including the reason for the return and a description of the item(s) you wish to return.
(2) We will review your email.
(3) Once your return request is approved, you will receive a return authorization email.
(4) If everything is in order, you will have 7 days from the date of return approval to ship the item(s) back to us.
(5) After sending the return package, please email us the tracking number, tracking link, and photos of the item(s) to confirm that the returned product is indeed ours.
(6) Once we receive the returned item(s), we will inform you by email whether the return meets our return and refund policy. If it does, we will issue a refund. If it does not, we reserve the right to decline the refund.
Refunds (if applicable)
Once we receive the returned items that comply with our return and refund policy, we will process your refund.
After the refund is completed, the amount will be returned to your original payment method (PayPal: 1–2 days; Credit Card: 3–5 days).
Due to exchange rate fluctuations, the actual amount you receive may differ from the original payment amount.
Please note that any shipping fees you paid are non-refundable.
Late or missing refunds
If you have not yet received your refund, please first double-check your bank account.
Then contact your credit card company, as your refund may take some time to be officially processed.
Next, contact your bank. Refunds usually require some processing time to appear.
If you have completed all the above steps and still have not received your refund, please contact us at: vivpetslife@gmail.com.
Exchanges
We only replace items that are defective or damaged during shipping.
If you need to exchange for the same item, please email us at vivpetslife@gmail.com. We will provide you with a solution.
Damaged Goods
Any received products with damage or missing parts must be reported within 48 hours of receipt and before installation.
Please keep all packaging materials and wait for the carrier to inspect the shipment.
Inspect all boxes for damage upon delivery. If there is any damage, please ask the courier to note it on the delivery receipt.
Refuse shipments
In the event of force majeure (such as damage or defects), please contact our customer service team immediately at vivpetslife@gmail.com, and we will provide you with an appropriate solution.
Receive incorrect item
In such cases, we recommend that you first verify your order details for accuracy.
Any shipments containing incorrect or wrong items must be reported to us within one week of receipt.
If the wrong item was delivered, we will provide the correct product within up to 8 weeks after receiving your email.
If you do not want an exchange and insist on a return, the order will be treated as a regular return. Return shipping costs are your responsibility. We reserve the right to deduct all outbound shipping fees from your refund.
Warranty
All products come with a 1-year warranty from the date of delivery.
- This does not cover damage caused by accidents, misuse, or negligence.
- It does not cover natural aging or wear of materials.
- It does not apply to purchases made through online auction websites.
Special Note: (The delivery date is based on the receipt time shown in the tracking information.)
Note: The above terms do not apply to damage caused by human factors. For human-caused damage, accessories must be purchased separately, and shipping costs are the customer's responsibility.
If you have any questions about our return and refund policy, please contact us at: vivpetslife@gmail.com
If you encounter any issues while shopping on our website, please contact us at vivpetslife@gmail.com for assistance. Our customer service team will respond within 24 hours on business days. Replies on weekends or other holidays may be delayed by 24-48 hours. Please check your inbox or spam folder. Initiating disputes (such as PayPal disputes) will not expedite the resolution of your issue.