Premium pet supplies for your beloved companions.

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Premium pet supplies for your beloved companions.
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Refund policy

Our Refund Policy

At VivaPetra, we want you and your pets to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer a straightforward refund process for eligible items.

Eligibility for Refunds

  • Items must be returned within 30 days of delivery
  • Products must be unused, in original packaging, and in resalable condition
  • Proof of purchase (order number or receipt) is required
  • Perishable items (like certain pet foods) are not eligible for return unless defective

How to Initiate a Return

  1. Contact our customer service team at [email protected] with your order details
  2. We'll provide return instructions and a Return Merchandise Authorization (RMA) number
  3. Package the item securely with the RMA number clearly visible
  4. Ship the item back to us using a trackable shipping method

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method
  • Shipping costs are non-refundable unless the return is due to our error

Please note that it may take additional time for your bank or credit card company to process and post the refund.

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery
  • Provide photos of the damaged item and packaging
  • We'll arrange for a replacement or refund at no additional cost to you

Exchanges

We currently don't offer direct exchanges. To exchange an item:

  1. Return the original item following our standard return process
  2. Place a new order for the desired item

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened food or treats
  • Used grooming tools
  • Personalized items
  • Live animals or plants

International Returns

Customers outside our primary shipping regions may be responsible for return shipping costs and any applicable customs fees. Please contact us before returning international orders.

Questions?

Our customer service team is happy to help with any refund-related questions. Contact us at [email protected] or through our website chat.

This policy was last updated on [insert date] and may be subject to change.