Refunds

Returned and cancelled orders

You can cancel the order by contacting us, via email, as long as the order has not yet been shipped. Please provide all necessary information regarding your order: order number or eventually full name used to place the order. We will get back to you via email informing you about the status of your order! Please keep in mind that unless cancellation takes place before shipment has been processed, your order cannot be stopped and will be delivered to you. At this point you will be able to process it as a return.

After confirming the status of the order, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.

Undelivered orders

Providing an incomplete or incorrect address may lead to the parcel being returned to Vivapets. Hence, we recommend to always make sure that the delivery address provided when placing the order is correct and complete.

In case of delivery with Regular Mail through National Post Office Service, once the order is shipped it is no longer possible to change the delivery address.

In such case, the parcel will reach the destination country and will be returned to us after some time. After receiving the parcel, we will contact your immediately via email and you will decide which solution is the best for you: - if you want us to send the order again (meaning you will have to cover cost of reshipment); - or if you want us to cancel your order at this point (in such case the cost of shipping is not refundable). In that case we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed

If the order returns to us as “Unclaimed” – meaning you did not collect parcel from the post office on time or parcel did not pass through customs – we will proceed exactly the same as above.

In cases where product(s) are taxed, if the customer does not finalize the clearance process, the order returns to the sender (us) - with some exceptions (!). In that case the amount to be returned is related only to products purchased in the store, not including the freight charge(s) - both sides, or fees resulting from payment with instalments. In this case all additional charges will have to be covered by the customer!

The refund of the amount paid by the customer upon purchase is made after the arrival of goods to us. We will inform you via email about it and we will process a refund back to the original account used to purchase the item. It can take an extra 5-10 working days for it to be processed.

In case of Express Shipping through DHL, an incorrect or incomplete address can be corrected or changed. You can do it by contacting us or by contacting directly with DHL department in your country. If there is inconsistency or lack of some information, DHL will contact you to the provided phone number. If they aren’t able to get in touch with you, we will be noticed about that and we will try to solve the problem at our end.

It’s important that you check your order or items upon receiving them and always before use. Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We have high standards when it comes to preparing your order however mistakes, can occur from time to time. Please accept our apologies if you have received a damaged or wrong item. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach pictures of the parcel and problematic product (-s) to your message so we can properly evaluate the situation. As part of our customer experience goals, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually and provide the best solution possible. We can offer a refund, partial refund, discount for future purchases or reshipment of the item(-s). In case of a refund, we will process it back to the original account used to purchase the item. It can take an extra 5-10 working days to be processed. Our aim is to provide the best solution for you as quickly as possible.

Need help?

If you need help, please contact us!

Our friendly Customer Service will be glad to help you with any queries you may have during the opening hours from Monday to Friday: 9am - 7pm (Western European Time Zone UTC+00:00).

Email

Email us at [email protected] - we always try to respond to all emails within less than 3 working days. Please allow slightly more time after weekends/holidays or at promotional periods.

Phone

Available Monday to Friday 10am-7pm GMT:

Mobile: +351 917 744 892