Refund & Return Policy

At ViorPets, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we’re here to help with a simple return and refund process.

Order Cancellations

Orders may be canceled within 24 hours of being placed by contacting us at info@viorpets.com

Please include your order number in your message.

After 24 hours, orders may already be processing or shipped, and cancellation may no longer be possible. If your order has already shipped, you may still return it after delivery according to this policy.

30-Day Return Policy

We offer a 30-day return window starting from the date your order is delivered.

To qualify for a return:

• Items must be unused
• Items must be in original condition
• Original packaging, tags, and accessories must be included

We do not charge any restocking fees.

Return Shipping Costs

Incorrect, Damaged, or Defective Items

If your item:

• arrives damaged,
• is defective,
• or you received the wrong product,

we will cover the return shipping costs at no additional charge to you.

Change of Mind Returns

If you wish to return an item because:

• you ordered the wrong product,
• the item no longer fits your needs,
• or you changed your mind,

you will be responsible for the return shipping costs.

Original shipping fees are non-refundable.

How to Start a Return

Step 1 — Contact Us

Email us at info@viorpets.com with:

• your order number,
• and the reason for your return.

Step 2 — Prepare Your Package

Securely pack the item in its original packaging with all included accessories and materials.

Step 3 — Ship the Return

Once your return request is approved, we will provide return instructions.

Refund Process

After we receive your return, we will inspect the item to confirm it meets our return requirements.

If approved:

• your refund will be issued to your original payment method,
• and processing may take up to 7 business days depending on your bank or payment provider.

Exchanges

We accept exchanges for eligible items. If you would like a different size, color, or replacement product, please contact us and we’ll assist you.

Lost or Missing Orders

If your package has not arrived within the estimated delivery timeframe, contact us at info@viorpets,com with your order number.

If the shipment is confirmed lost by the carrier, we will:

• send a replacement at no extra cost,
• or issue a full refund.

Non-Returnable Items

Certain items may not be eligible for return due to hygiene or safety reasons. These products will be clearly marked as non-returnable on the product page.

Policy Updates

We reserve the right to modify this Refund & Return Policy at any time. Updates will be posted on this page with a revised “Last Updated” date.

Contact Information

Store Adress: 3115 Saint Lawrence Ave, Reading, PA 19606 United States

Store Email: info@viorpets.com

Store Phone: +1 610-460-0259

Customer Service Hours: Monday to Friday: 9:00AM-5PM(EST)

We do try our best to reply to your e-mail within 1-2 business days