Refund & Return Policy

Many of our products are custom-made and personalized, especially items featuring your pet’s photos or custom designs. Please read this policy carefully before placing an order.

1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for eligible items.

2. Return Eligibility

To be eligible for a return, your item must:

be in the same condition that you received it
be unworn or unused, with tags (if applicable)
be in its original packaging (if possible)
include a receipt or proof of purchase

Custom and personalized products (for example, products printed with your pet’s photo, name, or special design) are generally not returnable for reasons such as “change of mind” or incorrect information provided by the customer.

However, if we make a mistake or the item is defective, we will take responsibility and offer an appropriate solution.

3. How to Start a Return

To request a return, please email us at:
support@vivibop.com

Please include:

your order number
clear photos of the product and the issue
a brief description of the problem

If your return request is accepted, we will send you detailed instructions on how and where to send your package. We will provide the correct return address in our approval email.

Items sent back without first requesting a return will not be accepted.

4. Damages and Issues

Please inspect your order upon reception and contact us immediately if:

the item is defective or damaged, or
you receive the wrong item

We will evaluate the issue and make it right. This may include:

sending a replacement
offering a partial refund
offering a full refund (depending on the situation)

5. Exceptions and Non-Returnable Items

We cannot accept returns for:

custom or personalized products, unless there is a defect or our error
gift cards
final sale or clearance items (if marked as such on the product page)

If you are unsure whether your item is eligible for a return, please contact us before sending anything back.

6. Exchanges

For custom products, in many cases the fastest way to correct a problem is:

you contact us with photos and a description
we confirm the issue
we directly arrange a replacement or remake, if appropriate

We may not always require you to return the original item, depending on the specific case.

7. European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, subject to local consumer law.

Your item must be:

in the same condition that you received it
unworn or unused, with tags
in its original packaging
accompanied by a receipt or proof of purchase

Certain exceptions may apply to custom-made products allowed by EU law, but we will always aim to handle your case in a fair and reasonable way.

8. Refunds

We will notify you once we have received and inspected your return (if a physical return is required) and will let you know if the refund is approved.

If approved, you will be automatically refunded to your original payment method within 10 business days.

Please remember it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:
support@vivibop.com

9. Return Shipping Costs

If the return is caused by customer reasons (for example, ordering the wrong size, change of mind), you may need to bear the return shipping cost. The specific fee depends on the carrier and method you choose.

If the return is due to our reasons (for example, the goods received are damaged or incorrect), you will not be required to bear the return shipping fee. In some cases, we may resend a replacement without requiring you to send the original item back.

10. Contact

For any questions regarding returns or refunds, please contact us at:
support@vivibop.com