Refund policy

90-Day Money-Back Guarantee

We want you and your dog to have a great experience with Tivana.

If you are not satisfied with your purchase, contact us within 90 days of delivery at contact@tivana-shop.com and we will help you request a refund under our 90-Day Money-Back Guarantee.

Approved claims are eligible for a full refund of the purchase price to the original payment method.

To help us process your request, please provide your order number and a brief explanation of your experience. We may also request photos of the product or packaging where appropriate.

Our 90-Day Money-Back Guarantee is limited to one claim per customer or household and is intended for genuine product satisfaction concerns.

Returns

Because our products are consumable pet wellness products, opened products cannot be restocked or resold.

Please do not send any product back to us without contacting us first. Depending on the circumstances, we may not require a physical return. If a return is required, we will provide the appropriate return instructions and address.

Unauthorized returns sent to our fulfillment center or another address may not be accepted.

Damaged, Incorrect or Defective Orders

Please inspect your order when it arrives.

If your order is damaged, defective, incomplete, or you receive the wrong product, contact us as soon as possible at contact@tivana-shop.com with your order number and photos where applicable.

If the issue is confirmed, we will arrange an appropriate replacement or refund at no additional cost to you.

Cancellations

If you need to cancel or change an order, contact us as soon as possible at contact@tivana-shop.com.

We cannot guarantee that an order can be changed or cancelled once it has entered fulfillment or has been shipped.

United Kingdom Customers

If you are a consumer in the United Kingdom, you may have additional statutory rights, including rights relating to online purchases, faulty goods and cancellation.

For eligible distance purchases, you generally have the right to notify us that you wish to cancel within 14 days after receiving your order.

Certain sealed goods that are not suitable for return for health protection or hygiene reasons may lose the statutory cancellation right once unsealed. This does not affect any rights you may have if the goods are faulty, not as described, or otherwise protected by applicable law.

Where applicable, statutory consumer rights take precedence over this policy.

Refund Processing

Once a refund has been approved, it will be issued to your original payment method.

Your bank or payment provider may require additional time to process and display the refund after it has been issued.

Contact

For any return, refund, cancellation or order issue, contact us at:

Tivana
Email: contact@tivana-shop.com

Please contact us before returning any product so we can provide the correct instructions.