Damaged or Defective Products
We’re Here to Make It Right
At Petvia, we want you to receive your order in good condition. If your item arrives damaged, defective, or significantly different from what you ordered, please contact us so we can review the issue and help you with an appropriate solution.
Damaged or Defective Items
If your product arrives damaged or defective, please contact us as soon as possible after delivery.
To help us review your request, please provide:
- Your order number
- A description of the problem
- Clear photos or videos showing the damage or defect
- Photos of the packaging, if applicable
Review of Your Request
Once we receive your information, we will review the issue and determine the appropriate resolution.
Depending on the circumstances, we may offer:
- A replacement item
- A refund
- Another appropriate solution
The resolution will depend on the nature and circumstances of the issue.
Incorrect Item
If you receive an item that is different from the product you ordered, please contact us as soon as possible with your order details and photos of the item received.
We will review the issue and work with you toward an appropriate solution.
Important Information
Please do not dispose of a damaged or defective product or its packaging until we have reviewed your request, as we may need additional information or evidence.
Damage caused by misuse, improper handling, accidents, normal wear and tear, or use contrary to the product instructions may not qualify for a replacement or refund.
For complete information about returns and refunds, please review our Return & Refund Policy.
Contact Us
If you receive a damaged, defective, or incorrect item, please contact Petvia using the contact information available on our website.