Returns & refunds
Dual Red Light Therapy: 30-day money-back guarantee
If your dog doesn't respond to the Dual Red Light Therapy pad, email us at hola@petvitalis.com within 30 days of delivery with your order number and we'll refund the price of the product in full. You don't need to give a reason, you can return it even if you've used it, and you don't need the original box.
Other products
You have 14 days from delivery to start a return. Items must be unused and in their original condition.
Your statutory rights
These policies are in addition to your legal rights as a consumer and don't limit them. For example, if you live in the UK you have the right to cancel within 14 days of delivery under the Consumer Contracts Regulations, and in Australia you're covered by the consumer guarantees of the Australian Consumer Law.
How to return an item
- Email us at hola@petvitalis.com with your order number and the item you'd like to return.
- We'll reply within 2 business days with the return address and instructions. Returns are sent to our warehouse in Hangzhou, China.
- Send the item back and share the tracking number with us.
Return shipping is paid by the customer, unless the item is faulty or we sent you the wrong item. There are no restocking fees.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect, please email hola@petvitalis.com as soon as possible — ideally within 48 hours of delivery — with photos of the package and its contents. We'll prioritise your case and offer a replacement or a refund. This doesn't limit your legal rights for faulty goods.
Refunds
Once we receive your return, we'll check it and confirm by email. Approved refunds are issued to your original payment method within 10 days. If your refund hasn't arrived after that, please allow 3 more days for your bank to process it, then contact us.
Cancelling an order
If you'd like to cancel, email us as soon as possible after placing your order. We'll do our best to stop it before it ships. If it has already shipped, you can return it as described above.
Seller
Calix International Co., Limited
5th Floor, Huashang Logistics Park, Middle Road, Hezhuang Street, Qiantang District, Hangzhou, Zhejiang Province, China
hola@petvitalis.com