Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to contact us about a return or refund. To be eligible, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the order number or proof of purchase. To start a return, please contact us at: contact@vivorapets.com

Given the nature of our products and supply chain, in most cases we do not require the physical return of the item. After evaluating your request, we will offer you either a full refund or a replacement item, depending on the situation.

Damages and issues
Please inspect your order upon reception and contact us immediately at contact@vivorapets.com if the item is defective, damaged, or if you received the wrong item, with photos if possible, so that we can evaluate the issue and resolve it quickly.

Exceptions / non-returnable items
We do not accept returns for sale items, gift cards, or any item damaged after receipt due to misuse. Please contact us if you have questions or concerns about your specific item.

Exchanges
The fastest way to get the item you want is to contact us for a refund, then make a separate purchase for the new item.

European Union 14-day cooling off period
If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, under the same conditions as outlined above.

Refunds
We will notify you once we've evaluated your request, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since the approval of your return, please contact us at contact@vivorapets.com.