Refund policy

Returns, explained clearly

We want every product to fit your pet's life. If one is not the right fit, here is how returns work.

Before you open: vacuum-compressed items

To keep transport efficient and low-waste, many larger items, such as beds and cushions, are shipped vacuum-compressed.

  • Check size and color first. You can see both through the packaging, so please confirm them before opening.
  • The product expands. Once the vacuum seal is broken, the item expands and cannot be repacked into a standard shipping box.
  • Standard returns after opening: We cannot accept compressed items once the seal has been broken. This restriction does not apply to damaged or defective items.

Returns

30-day window

You may start a standard return within 30 days of delivery (the date you receive your order). The 30 days is the time you have to start a return. This window applies to change-of-mind returns. When a return is not due to a defect or an error on our side, return shipping and a restocking fee apply, as described under Refunds and fees. To qualify for a refund, items must be:

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

Damaged or defective items

The restrictions on opened or vacuum-compressed products apply to standard returns. They do not apply to an item that arrives damaged or has a manufacturing defect, even if the package has been opened or the vacuum seal has been broken to discover the issue.

  • Email us at info@vivaessencepet.com within 7 days of delivery.
  • Include your order number and clear photos of the item and packaging.
  • Once we verify the issue, we will arrange a replacement at no additional cost, including replacement shipping. No restocking fee or customer-paid return shipping applies to a verified damaged or defective claim.

Items we cannot take back

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

  • Opened hygiene products: shampoos, sprays and supplements.
  • Expanded items: vacuum-sealed items that have been opened are not eligible for standard returns, unless the item is damaged or defective.
  • Personalized goods: custom-engraved or made-to-order items.
  • Final sale: items marked as clearance or final sale.

How to start a return

  1. Write to us. Email info@vivaessencepet.com with your order number and the reason for the return.
  2. Get authorization. We review your request and send a Return Authorization and the return address.
  3. Ship it back. For standard returns (a change of mind rather than a defect), return shipping is paid by the customer. Please use a trackable service.

Refunds and fees

  • Restocking fee: a 20% restocking fee (minimum $10) applies to all non-defective returns. It covers the inspection and sanitizing each returned item goes through.
  • Shipping and taxes: original shipping fees and taxes are non-refundable.
  • Timing: once we receive and inspect your return, approved refunds are issued to your original payment method within 10 business days.

Changes to an order

  • Cancellations: orders are processed automatically for speed, so we cannot cancel an order once it is placed.
  • Address changes: please check your address at checkout. If you spot a mistake, email us right away. We will ask the carrier to update it, but we cannot guarantee a change once the parcel is in transit.

Questions? Write to us at info@vivaessencepet.com and we will help.