Politique de remboursement

Our Commitment to Harmony & Satisfaction

At Viva Essence Pet, we cultivate a lifestyle of wellness and quality. We want every product to enhance the bond between you and your pet. However, we understand that sometimes a product may not be the perfect fit. Here is how we handle returns with care and transparency.

Important Notice: Compressed & Vacuum-Sealed Items

Please Read Before Opening: To ensure efficient and eco-friendly transport, many of our larger items (such as beds and cushions) are shipped in vacuum-compressed packaging.

  • Do Not Break the Seal: Please verify the size and color through the packaging before opening.
  • The Expansion Effect: Once the vacuum seal is broken, the product expands significantly. It becomes nearly impossible to repackage it into a standard shipping box.
  • Return Eligibility: Consequently, we cannot accept returns on compressed items once the vacuum seal has been broken, as they cannot be safely transported back to our facility.

Our Return Policy

30-Day Window

You may return eligible items within 30 days of the order date. To qualify for a refund, items must be:

  • Unused and in pristine condition.
  • In their original, unopened packaging (including tags).
  • Free of any pet hair, odors, or signs of use.

Damaged or Defective Items

We strive for perfection, but shipping mishaps can happen. If your order arrives damaged:

  • Please contact us at info@vivaessencepet.com within 7 days of delivery.
  • Include clear photos of the damage and the packaging.
  • We will arrange a replacement immediately—your peace of mind is our priority.

Non-Returnable Items

To ensure the safety and hygiene of all pets, we cannot accept returns on:

  • Opened Hygiene Products: Shampoos, sprays, or supplements.
  • Expanded Items: Vacuum-sealed items that have been opened.
  • Personalized Goods: Custom-engraved or bespoke items.
  • Final Sale: Items marked as clearance or final sale.

How to Process a Return

  1. Connect With Us: Email info@vivaessencepet.com with your Order Number and the reason for the return.
  2. Authorization: We will review your request and provide a Return Authorization and shipping address.
  3. Shipping: For standard returns (preference-based), the customer is responsible for return shipping costs. Please use a trackable shipping method.

Refunds & Fees

  • Restocking Fee: A 20% restocking fee (minimum $10) applies to all non-defective returns. This covers the strict inspection and sanitation processes required to maintain our premium safety standards.
  • Shipping Costs: Original shipping fees and taxes are non-refundable.
  • Processing Time: Once received and inspected, approved refunds will be processed within 10 business days to your original payment method.

Order Modifications

  • Cancellations: Our fulfillment process is automated for speed. Once an order is placed, we are unable to cancel it.
  • Address Changes: Please triple-check your address at checkout. If you spot an error, email us immediately. We will attempt to contact the carrier, but we cannot guarantee changes once the package is in transit.

Questions? We are here to support you. Contact us at info@vivaessencepet.com for any assistance.