Refund policy
Refund & Return Policy
Last updated: [08/22/2026]
At PerioVive we want you and your pet to be happy with every order. This policy explains when you can return a product, how refunds work, and what to do if something arrives damaged or incorrect.
1. Return window
You may request a return within [30] days of the delivery date. Requests made after this window cannot be accepted.
2. What can be returned
Unopened products — Returnable in their original, sealed packaging.
Opened products — Because PerioVive is an oral-care product applied directly to your pet, opened tubes cannot be resold and are not eligible for a standard return. However, if you are not satisfied with your results, contact us within the return window and we will [offer a one-time refund on your first opened tube / offer a replacement / review your case individually].
Not returnable: free gift items, gift cards, and products purchased from a retailer other than periovive.com. If you bought PerioVive from a third-party seller or clinic, please contact that seller directly.
3. How to start a return
- Email [support@periovive.com] with your order number and the reason for the return.
- We will reply within [1–2] business days with return instructions and a return address. Please do not ship anything back before you receive these instructions — unauthorized returns may not be refundable.
- Pack the item securely and send it to the address we provide.
4. Return shipping costs
- If the return is due to our error (wrong item, damaged item, defective product), we cover return shipping.
- For all other returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
- We recommend using a tracked service. We cannot issue a refund for a return we never receive.
5. Refunds
Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within [5–10] business days. Depending on your bank or card issuer, it may take a further [3–10] business days for the funds to appear on your statement.
Refunds cover the price of the product. [A restocking fee of X% applies. / No restocking fee applies.]
6. Damaged, defective, or incorrect items
If your order arrives damaged, defective, or is not what you ordered, email [support@periovive.com] within [7] days of delivery with your order number and photos of the product and its packaging. We will send a replacement or issue a full refund, including shipping, at no cost to you.
7. Order cancellations and changes
We process orders quickly. If you need to cancel or change an order, contact us as soon as possible — we can usually help if the order has not yet shipped. Once an order has shipped, it must be handled as a return.
8. Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order.
9. Lost or undelivered packages
If tracking shows your order as delivered but you have not received it, please check with your household and neighbours, then contact us within [14] days of the delivery date and we will open an investigation with the carrier.
If a package is returned to us because of an incorrect or incomplete address supplied at checkout, we will refund the product price less shipping costs, or reship at your expense.
10. Subscriptions
[If you have an active subscription, you may cancel at any time from your account page or by emailing us. Cancellations take effect on orders that have not yet been processed; an order already in fulfilment will still ship and is subject to the return terms above.]
Remove this section if you do not offer subscriptions.
11. Statutory rights
Nothing in this policy limits any rights you have under applicable consumer protection law in your country of residence.
12. Contact us
PerioVive
Email: support@periovive.com