Refund policy

Returns

We want you to be happy with your purchase. If you are not satisfied, you may request a return within 30 days of the delivery date.

To be eligible for a return, your item must be:

Unused and in the same condition that you received it
In its original packaging
Accompanied by proof of purchase (order number or receipt)

Hygiene notice: For health and sanitary reasons, grooming tools that have been used on an animal cannot be returned or resold. Items showing pet hair, skin contact, or visible wear will not be accepted for return.

How to start a return

Email us at vinipux3010@gmail.com with:

Your order number
The reason for the return
Clear photos of the item and its packaging

We will review your request within 2 business days and, if approved, send you return instructions and the return address.

Do not ship items back before receiving written approval. Returns sent without prior authorization will not be processed or refunded.

Return shipping costs

If the item is defective, damaged, or incorrect, we cover the return shipping cost.
If the return is for any other reason (change of mind, no longer needed, ordered by mistake), the customer is responsible for return shipping.

Original shipping charges are non-refundable except where the error was ours.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be issued to the original payment method within 5–10 business days. Processing times on your bank's side may add several additional days.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at vinipux3010@gmail.com.

Damaged or incorrect items

If your item arrives damaged or you received the wrong product, contact us within 7 days of delivery with photos showing:

The item itself
The damage or defect
The shipping label and outer packaging

We will send a replacement or issue a full refund at no cost to you.

Non-returnable items

Items used on a pet (see hygiene notice above)
Items returned more than 30 days after delivery
Items missing original packaging or accessories
Free promotional items and gifts
Sale or clearance items marked as final sale

Order cancellations

You may cancel your order for a full refund if the request is received before the order has been dispatched. Once an order has been handed to the carrier, it can no longer be cancelled and must be handled as a return.

Cancellation requests: vinipux3010@gmail.com

Undeliverable and refused packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned to us because of an incorrect address, a failure to collect it, or a refusal of delivery, we will refund the product cost minus the original shipping cost and any return carrier fees. We are unable to refund packages lost after being marked as delivered to the address provided.

Lost or stolen packages

If tracking shows a package as delivered but you have not received it:

Check with household members, neighbours, and your building's mailroom
Contact your local carrier with the tracking number
Contact us at vinipux3010@gmail.com within 7 days

We will work with the carrier to open an investigation. We cannot be held responsible for theft after confirmed delivery, but we will always try to help resolve the situation.