Refund policy

Return & Exchange Policy

Last Updated: February 25, 2026

At VivPaws™, we stand behind the quality of our products. We offer a 90-Day Money Back Guarantee on all purchases, subject to the conditions outlined below. Please read this policy carefully before initiating a return or exchange.

90-Day Money Back Guarantee

We offer a 90-day money back guarantee from the date your order is delivered. If you are not satisfied with your purchase, you may request a refund within 90 calendar days of your confirmed delivery date, provided that all eligibility requirements below are met.

Return Eligibility Requirements

To qualify for a return and refund, all of the following conditions must be met:

  • The return request must be submitted within 90 calendar days of the confirmed delivery date.
  • The product must be in its original, unopened, factory-sealed condition.
  • You must have your order number or proof of purchase.
  • You must contact us to receive a Return Merchandise Authorization (RMA) number before sending anything back.
  • The product must be received at our facility within 14 calendar days of your RMA being issued.

Important:

Because our products are consumable pet supplements, we cannot accept returns on opened, used, partially consumed, or unsealed products under any circumstances.

How to Initiate a Return

  1. Email us at support@vivopaws.com with your order number and reason for the return.
  2. Our team will review your request and, if eligible, issue you a Return Merchandise Authorization (RMA) number along with return shipping instructions.
  3. Pack the product securely in its original packaging and clearly mark the RMA number on the outside of the package.
  4. Ship the product back to us using a trackable shipping method within 14 days of receiving your RMA.
  5. Once we receive and inspect the product, we will process your refund.

Products returned without a valid RMA number will not be accepted.

Return Shipping

All return shipping costs are the responsibility of the customer. VivPaws™ is not responsible for products lost, stolen, or damaged during return transit.

Refund Processing

Once we receive your returned product and confirm it meets all eligibility requirements, your refund will be processed to your original payment method within 10 business days.

Please note:

  • Original shipping and handling charges are non-refundable.
  • Any promotional discounts, free gifts, or bonus items included with the original order must be returned as well, or their value will be deducted from your refund.
  • Refunds are issued to the original payment method only.

Non-Returnable Items

  • Opened, used, unsealed, or partially consumed products.
  • Products with broken, missing, or tampered safety seals or packaging.
  • Gift cards and e-gift cards.
  • Free samples, promotional items, or bonus gifts.
  • Products purchased from unauthorized third-party sellers or marketplaces.
  • Orders marked as final sale, clearance, or liquidation at the time of purchase.

Exchanges

We do not offer direct exchanges at this time.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us at support@vivpaws.com within 7 calendar days of delivery.

Subscription Order Returns

Products purchased through a subscription are subject to the same return eligibility requirements. To cancel your subscription, contact support@vivpaws.com at least 5 business days before your next billing date.

Chargebacks and Payment Disputes

Please contact us at support@vivpaws.com before filing a chargeback or dispute. Filing without contacting us may result in:

  • Suspension or closure of your VivPaws™ account.
  • Cancellation of pending orders.
  • Forfeiture of any applicable refund or store credit.
  • Ineligibility for future purchases.

European Union Customers

EU customers have the right to cancel or return within 14 days of delivery under the EU Consumer Rights Directive.

Return Policy Abuse

VivPaws™ reserves the right to limit, modify, or refuse returns for customers who abuse our return policy.

Contact Us

Email: support@vivpaws.com
Website: vivpaws.com
Response Time: We aim to respond within 24–48 business hours.

This Return & Exchange Policy is part of and subject to our full Terms of Service.