REFUND & RETURN POLICY

Last updated: 08/29/2026

Contact: hello@try-vivapaws.com

All refund and return requests start the same way: email
hello@try-vivapaws.com with your order number. Do not send anything back
before you have received a return authorization from us. Unauthorized
returns cannot be processed or refunded.

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1. THE 90-DAY SATISFACTION GUARANTEE
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VivaPaws is designed to work as a daily supplement over a sustained period.
Collagen support is cumulative: results are reported gradually, and a short
or irregular course does not reflect what the product is built to do. Our
guarantee is built around that reality.

If you use VivaPaws as directed, every day, for a full 90 days, and you are
not satisfied with the results you observe in your dog, you may request a
refund of your purchase.

ELIGIBILITY REQUIREMENTS

To qualify for the 90-Day Satisfaction Guarantee, all of the following must
be true:

  a) Your order contained enough product to complete a full 90-day course.
     Orders of the 3-Month Supply or larger are eligible. Single-bottle and
     other trial-size orders do not contain enough product to complete the
     protocol and are not eligible under this guarantee. They remain covered
     by the unopened return terms in Section 3.

  b) You used the product daily, at the serving size stated on the label,
     for the full 90-day period.

  c) You submit your claim within 90 days of the delivery date of your
     order, and no later than 14 days after the end of your 90-day course.

  d) You provide the supporting evidence described below.

REQUIRED EVIDENCE

Because the guarantee is based on use and outcome rather than on returning
the product, we ask for the following with your claim:

  - Your order number and the email address used to place the order.
  - Clear photographs of the containers, showing that the product was
    consumed over the course.
  - A short written description of how the product was used: serving size,
    start and end dates, and any days missed.
  - A short written description of what you observed in your dog over the
    90 days, and why the result did not meet your expectations.

We review each claim individually. Incomplete claims will be held open and
we will tell you what is missing.

HOW YOUR CLAIM IS HANDLED

We aim to review guarantee claims within 5 business days of receiving all
required information. If your claim is approved, we issue a refund of the
product value of your order to your original payment method. Because opened
product cannot be returned (see Section 2), you will not be asked to ship
anything back under this guarantee.

The 90-Day Satisfaction Guarantee is limited to one approved claim per
customer, per household and per payment method.

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2. OPENED PRODUCT CANNOT BE RETURNED
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For health, hygiene and product-safety reasons, VivaPaws cannot accept the
return of any product once its seal has been broken or its container has
been opened. Opened product cannot be inspected, reconditioned or resold,
and we will not accept it back into our supply chain.

Opened product is therefore handled exclusively through the 90-Day
Satisfaction Guarantee in Section 1, and never through a physical return.

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3. UNOPENED PRODUCT RETURNS
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If you simply changed your mind, you may return unopened product.

CONDITIONS

  - The request must be made within 90 days of the delivery date.
  - Items must be unused, unopened, with the manufacturer's seal fully
    intact, and in their original packaging.
  - You must obtain a return authorization from us before shipping anything
    back. Email hello@try-vivapaws.com with your order number.

RETURN SHIPPING

Return shipping is paid by the customer. We do not provide prepaid return
labels for change-of-mind returns. We recommend a tracked service: you are
responsible for the parcel until it reaches us, and we cannot refund a
return that never arrives.

REFUND PROCESSING

Once your return is received and inspected, and confirmed to meet the
conditions above, your refund is issued to the original payment method
within 5 to 10 business days. Your bank or card issuer may take additional
time to post the credit to your statement.

If a returned item arrives opened, used, damaged, incomplete or outside the
90-day window, it does not qualify for a refund under this section. We will
contact you, and the item can be returned to you at your expense or
disposed of at your request.

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4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
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This section is separate from the guarantee and from change-of-mind returns,
and nothing in it is at your expense.

If your order arrives damaged, leaking, defective or containing the wrong
item, email hello@try-vivapaws.com within 7 days of delivery with your order
number and photographs of the outer packaging and the product. We will send
a replacement or issue a full refund, at your choice. You will not be asked
to return the item and you will not pay any shipping.

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5. CANCELLATIONS
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Orders can be cancelled at no cost before they enter processing. Email
hello@try-vivapaws.com as quickly as possible with your order number. Once
an order has been processed or dispatched it cannot be cancelled, and it
will be handled under Section 1 or Section 3 above.

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6. REFUND METHOD AND TIMING
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All approved refunds are issued to the original payment method used at
checkout. We cannot refund to a different card, account or person.

Refunds are issued within 5 to 10 business days of approval, or of receipt
and inspection of an authorized return. The time it takes for the credit to
appear on your statement depends on your bank or card issuer and is outside
our control.

Because shipping is free on all orders, no shipping charge is deducted from
your refund.

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7. ABUSE OF THIS POLICY
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We reserve the right to refuse a refund or replacement where we identify a
pattern of repeated claims across orders, accounts, addresses or payment
methods, where evidence submitted in support of a claim is inconsistent or
falsified, or where the product was purchased from an unauthorized reseller
rather than directly from try-vivapaws.com.

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8. BEFORE YOU DISPUTE A CHARGE
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If something is wrong with your order, contact us first. We answer every
email within 1 business day and we resolve the overwhelming majority of
issues on the first reply, which is faster than any dispute filed with your
bank.

Email hello@try-vivapaws.com with your order number and we will take care
of it.

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9. CONTACT
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VivaPaws
Email: hello@try-vivapaws.com