Refund policy

Return & Refund Policy

We want you and your pet to love your VIVU purchase. If you're not completely satisfied, here's how we can help.

Return Window

Returns are accepted within 30 days of the delivery date.

Eligibility

To be eligible for a return, items must be:

Unused and in original, resalable condition
In original packaging, with all accessories and instructions included
Free from signs of wear, chewing, or damage

Non-Returnable Items

Sale or discounted items
Items that have been used, worn, or fitted on a pet — for hygiene and safety reasons, this includes grooming tools, feeding accessories (bowls, mats), and wearables such as harnesses, leashes, and vests once used
Items that show signs of wear, damage, or use

Return Shipping

Customers are responsible for the cost of return shipping. We recommend using a tracked service as VIVU is not liable for lost return parcels.

Refunds

Once your return is received and inspected, we will process your refund within 5-7 business days to your original payment method.

Damaged or Incorrect Items

If you received a damaged or incorrect item, please contact us within 48 hours of delivery at vivu.active@gmail.com with your order number and photos. We will arrange a full refund or free replacement at no cost to you.