Refund and Return Policy

Our Commitment to Your Satisfaction

At VUTS LLC, your satisfaction with our products is our highest priority. We understand that sometimes a product may not meet your expectations, arrive damaged, or simply not be the right fit for your pet. Our Refund and Return Policy is designed to be fair, transparent, and customer-friendly while protecting the integrity of our products and the safety of all pets who use them.

Please read this policy carefully before making a purchase. By placing an order with VUTS LLC, you acknowledge that you have read, understood, and agree to the terms outlined below.

30-Day Return Window

VUTS LLC offers a thirty-day return window for most products. This window begins on the date your order is delivered to the shipping address you provided at checkout. You have thirty calendar days from the delivery date to initiate a return and return the product to us.

For example, if your order is delivered on January 15th, you must initiate your return by February 14th and ship the product back to us by that date. Returns initiated after the thirty-day window will not be accepted, and the product will be returned to you at your expense.

Eligibility Criteria for Returns

To be eligible for a return, products must meet the following criteria:

Unused and Unopened Products

Products that are unused, unopened, and in their original packaging are eligible for a full refund. The product must be in the same condition as when you received it, with all original tags, seals, and protective covering intact. We cannot accept returns for products that show signs of use, including but not limited to:

  • Opened food bags or containers

  • Toys with signs of chewing, tearing, or wear

  • Beds or bedding with pet hair, stains, or odors

  • Grooming tools with residue or signs of use

  • Collars, leashes, or harnesses that have been fitted or worn

Damaged or Defective Products

If you receive a product that is damaged during shipping or is defective in materials or workmanship, you are eligible for a full refund or replacement regardless of whether the product has been opened or used. However, you must notify us of the damage or defect within seven days of delivery. After seven days, we will evaluate damage or defect claims on a case-by-case basis.

When reporting a damaged or defective product, please provide:

  • Your order number

  • Photographs clearly showing the damage or defect

  • A description of how the product failed to meet expectations

Product-Specific Conditions

Pet Food: For safety and quality reasons, we cannot accept returns on pet food that has been opened, regardless of the reason. If your pet refuses to eat a food, we encourage you to donate the remaining food to a local animal shelter or rescue organization. We may offer store credit for unopened food that is returned within the thirty-day window.

Pet Toys: Toys are eligible for return only if they are unused and in original packaging. Due to hygiene concerns, we cannot accept returns on toys that have been in contact with pets, even if they appear clean.

Beds and Bedding: Beds, blankets, and other bedding products are eligible for return only if they are unused and in original packaging with all protective covering intact. We cannot accept returns on bedding that has been removed from packaging or shows any signs of pet contact.

Grooming Products: Grooming tools, shampoos, conditioners, and other grooming products are eligible for return only if unused and unopened. Liquid products must have unbroken seals.

Custom or Personalized Products: Products that are customized or personalized for you cannot be returned unless they are damaged or defective. This includes items with engraved names, custom sizes, or special modifications.

Non-Returnable Items

The following items cannot be returned for any reason other than verified damage or defect:

  • Opened pet food of any kind

  • Used toys of any kind

  • Used bedding of any kind

  • Used grooming tools

  • Opened grooming liquids (shampoos, conditioners, sprays)

  • Products marked as final sale or clearance

  • Products purchased more than thirty days before the return request

  • Gift cards

  • Promotional items received for free with purchase

How to Initiate a Return

To initiate a return with VUTS LLC, please follow these steps:

Step 1: Contact Customer Service

Send an email to nguyen.ngoctam14@gmail.com with the subject line “RETURN REQUEST – [YOUR ORDER NUMBER]”. Include the following information in your email:

  • Your full name

  • Order number

  • Product name(s) you wish to return

  • Reason for return

  • Whether you prefer a refund or replacement (if applicable)

For damaged or defective products, please attach clear photographs showing the issue.

Step 2: Receive Return Authorization

Our customer service team will review your request and respond within two business days. If your return is approved, you will receive a Return Authorization Number and instructions for shipping the product back to us.

Do not ship any product back to us until you have received a Return Authorization Number. Returns shipped without authorization may be refused or processed with extended delays.

Step 3: Prepare Your Return Package

Pack the product securely in its original packaging if possible, or in a box that provides adequate protection during shipping. Include a copy of your order confirmation or a note with your name, order number, and Return Authorization Number inside the package.

Step 4: Ship Your Return

Ship your return package to the address provided in your return authorization instructions. We recommend using a shipping method that provides tracking information and delivery confirmation, as we are not responsible for returns that are lost or damaged in transit.

Return shipping costs are your responsibility unless:

  • The product was damaged during shipping

  • The product is defective

  • We made an error in fulfilling your order (wrong product, wrong size, etc.)

In these cases, we will provide a prepaid shipping label or reimburse you for reasonable return shipping costs upon receipt of documentation.

Step 5: Confirmation and Processing

Once we receive your return package, we will inspect the product to verify that it meets our return eligibility criteria. This inspection typically takes three to five business days. After inspection, we will process your refund or send your replacement product.

Refund Processing

Refund Amount

For eligible returns, you will receive a refund of the purchase price you paid for the product, excluding any shipping charges you paid at checkout. The refund amount is calculated based on:

  • The price you paid at the time of purchase

  • Any discounts or promotions applied to the original order

Original shipping charges are non-refundable unless the return is due to our error or a damaged/defective product.

Refund Method

Refunds are credited back to the original payment method used for the purchase. For example:

  • Credit card purchases are refunded to the same credit card

  • Debit card purchases are refunded to the same debit card

  • Apple Pay purchases are refunded to the same Apple Pay account and card

  • Google Pay purchases are refunded to the same Google Pay account and card

We cannot issue refunds to a different payment method than the one used for the original purchase.

Refund Timing

Once we process your refund, the time it takes for the funds to appear in your account depends on your payment method and financial institution:

  • Credit cards: Three to seven business days

  • Debit cards: Five to ten business days

  • Digital wallets: Three to five business days

These timeframes are estimates only. VUTS LLC has no control over how quickly your financial institution processes refunds.

Partial Refunds

In certain circumstances, we may issue partial refunds at our discretion. Partial refunds may be appropriate when:

  • The product is returned after the thirty-day window but within forty-five days

  • The product shows signs of minimal use but is otherwise in good condition

  • The packaging is damaged but the product itself is unaffected

Partial refunds are calculated on a case-by-case basis and will be clearly explained to you before processing.

Replacements

If you prefer a replacement instead of a refund for a damaged, defective, or incorrect product, we will ship the replacement product at no cost to you. Replacement products are shipped using our standard shipping method. Expedited shipping for replacements is available at your expense.

To request a replacement, simply indicate your preference when you initiate your return. We will process the replacement after receiving and inspecting the returned product, unless we determine that advance replacement is appropriate based on the circumstances.

Cancellations

You may cancel an order for a full refund if the cancellation request is received before the order enters our fulfillment process. Most orders enter fulfillment within two hours of being placed, so please act quickly if you need to cancel.

To request a cancellation, email nguyen.ngoctam14@gmail.com with “CANCELLATION REQUEST – [YOUR ORDER NUMBER]” in the subject line. If your request is received before fulfillment begins, we will cancel the order and process a full refund.

If your request is received after fulfillment begins, we cannot cancel the order. You may still return the products according to this policy once they arrive.

Exchanges

VUTS LLC does not offer direct exchanges. If you need a different size, color, or product, please return the original product for a refund according to this policy, then place a new order for the desired product.

The only exception to this policy is for damaged or defective products, where we will send a replacement of the identical product as described above.

International Returns

International customers are subject to the same return policy as domestic customers, with the following additional considerations:

  • You are responsible for all return shipping costs, customs fees, and other charges associated with returning products

  • International return shipping times may be longer than domestic shipping times

  • Refunds for international returns are processed in USD at the exchange rate in effect on the date the refund is processed

Final Sale Items

Products marked as “Final Sale” or “Clearance” on our website cannot be returned for refund or exchange unless they are damaged or defective. Please read product descriptions carefully before purchasing final sale items, as all sales are final.

Return Fraud and Abuse

VUTS LLC monitors return patterns to identify potential fraud or abuse of our return policy. Return fraud and abuse include but are not limited to:

  • Returning used products as new

  • Returning products purchased from other retailers

  • Returning products that you did not purchase from VUTS LLC

  • Excessive returns relative to purchase history

  • Returning products with falsified damage claims

Customers who engage in return fraud or abuse may have their return privileges limited or revoked. We reserve the right to refuse returns, deny refunds, and close accounts at our sole discretion.

Disputes and Chargebacks

If you dispute a charge with your credit card issuer (file a chargeback) without first attempting to resolve the issue through our return process, we reserve the right to provide your card issuer with evidence of the transaction and our attempts to resolve your concerns.

We encourage you to contact us directly at nguyen.ngoctam14@gmail.com or +84906731291 before initiating a chargeback. Most issues can be resolved more quickly and satisfactorily through direct communication than through the chargeback process.

Contact Us About Returns

If you have any questions about our Refund and Return Policy, need assistance initiating a return, or want to check the status of a return you have already submitted, please contact us:

Email: nguyen.ngoctam14@gmail.com
Phone: +84906731291

Please have your order number available when you contact us.

Policy Updates

VUTS LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Changes become effective immediately upon posting to our website. The version of the policy in effect at the time of your purchase governs your return rights for that purchase.

Thank you for choosing VUTS LLC. We appreciate your business and are committed to your satisfaction.