Returns, Refunds & Replacements

At VitapawTech, we want every order to feel clear, fair, and easy to review.

Because our products are pet health screening test kits that may involve stool, saliva, swab, or blood samples, some return limits apply for health protection, hygiene, and product integrity reasons.

Quick Summary

Unopened home orders

Unopened and unused kits may be eligible for return within 30 days of delivery.

Opened or used kits

Opened, unsealed, used, partially used, or sample-contact kits cannot be returned.

Damaged, defective, or wrong item

We will review the issue and may offer a replacement, refund, missing component shipment, or correction.

Business, pilot, and wholesale orders

Business, pilot, shelter, rescue, boarding, daycare, wholesale, and customized orders may follow the applicable quotation, invoice, pilot agreement, or business terms.

Need help? Contact us at contact@vitapawtech.com

Consumer Orders

For eligible consumer purchases made online, you may have a statutory right to withdraw from your order within the applicable legal period after receiving the goods.

In addition, VitapawTech offers a voluntary 30-day return window for unopened and unused home orders.

To qualify, the product must be:

  • Unopened
  • Unused
  • Unsealed
  • In original packaging
  • Returned with all original components, inserts, and accessories

Please contact us before returning any item. We will confirm the correct return instructions and return address.

Opened or Used Test Kits

VitapawTech kits are hygiene-sensitive screening products.

We cannot accept returns for kits that have been opened, unsealed, used, partially used, or in contact with stool, saliva, swab, blood, or other biological samples.

Once a kit is opened or sample-contact risk exists, product integrity, hygiene, and traceability can no longer be verified.

This protects customers, care teams, logistics partners, and our internal handling process.

Damaged, Defective, Incomplete, or Wrong Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

Email contact@vitapawtech.com
with:

  • Order number
  • Product name
  • Photos of the item and packaging
  • A short description of the issue
  • Lot number and expiry date, if visible

After review, we may offer a replacement, refund, missing component shipment, or another appropriate solution.

Please do not use a kit if the packaging is visibly damaged, opened, leaking, contaminated, or missing key components.

Business, Pilot, and Wholesale Orders

Business orders may be handled differently from consumer home orders.

This includes orders for boarding facilities, daycare facilities, shelters, rescues, veterinary-related partners, distributors, resellers, pilot programs, trial samples, bulk orders, facility pricing, and customized product or packaging requests.

Unless otherwise agreed in writing, business, pilot, wholesale, customized, private-label, specially configured, or made-to-order products are not eligible for return once accepted, opened, distributed, used, expired, or shipped under agreed business terms.

If a business order arrives damaged, defective, incomplete, or incorrect, please contact us for review.

Return Shipping & Refunds

Please contact us before returning any product.

We will confirm whether the item is eligible for return, the correct return address, and whether return shipping is covered.

Approved refunds are issued to the original payment method.

Once we receive and inspect the returned item, eligible refunds are usually processed within 5–7 business days. Your bank, card provider, or payment service may take additional time to make the funds visible in your account.

Request a Return, Refund, or Replacement

Email: contact@vitapawtech.com

Subject line: Return / Replacement Request – Order #[Your Order Number]

Please include:

  • Order number
  • Product name
  • Reason for request
  • Photos, if relevant
  • Whether the order was a home order, business order, pilot pack, or sample order

We will review your request and provide the next steps.

Contact

For returns, refunds, replacements, order issues, or business order review, contact:

contact@vitapawtech.com

Last updated: April 29, 2026