Return & Refund Policy — Vitoclei Store Pets

Last updated: October 28, 2026

At Vitoclei Store Pets, we want you and your pets to be happy with your purchase. If you need to return an item, request a refund, or report a problem with your order, please contact our customer support team.

As our products may be shipped directly from our fulfillment suppliers to customers, all return and refund requests must be submitted to Vitoclei Store Pets before any item is sent back.

Customer Support: atendimento@vitocleistore.com
Website: https://vitocleistore.com

1. Return Period

We offer a voluntary return period of up to 30 days after delivery for eligible products, subject to the conditions below and any mandatory consumer rights applicable to your purchase.

To request a return, contact us within the applicable return period and provide your order number and the reason for the request.

This voluntary 30-day policy does not replace or restrict any longer or additional rights you may have under applicable consumer protection laws.

2. Eligibility for Returns

For voluntary returns, products should generally be:

• Unused and in their original condition.

• Returned with their original packaging, accessories, and included components where reasonably possible.

• Accompanied by proof of purchase or order information.

These conditions do not limit mandatory rights relating to defective, damaged, incorrect, or non-conforming products.

Certain products may be excluded from voluntary change-of-mind returns where permitted by applicable law. Examples may include personalized products, certain hygiene-sensitive items once unsealed, and other legally exempt products. Any exclusion will be applied only where legally permitted.

3. How to Request a Return

Please follow these steps:

1. Email atendimento@vitocleistore.com with your order number and a description of the issue or reason for the return.

2. If the product is damaged, defective, or incorrect, include photographs or other relevant information when reasonably available.

3. Wait for our team to review your request and provide return instructions.

4. If a return is approved, follow the instructions provided, including the confirmed return address and shipping requirements.

Please do not send products to an address found on a supplier's package or website unless our team has specifically authorized that address.

4. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as reasonably possible.

We may request photographs, packaging information, or other reasonable details to help investigate the issue. We will review the circumstances and explain the available solution.

Depending on the situation and applicable law, a solution may include a replacement, repair, price reduction, or refund.

Where required by applicable law, remedies for defective or incorrectly supplied products will be provided without charging the customer prohibited return or handling costs.

Your statutory rights are not limited by this policy.

5. Return Shipping Costs

For voluntary change-of-mind returns, the customer may be responsible for return shipping costs where permitted by applicable law and where the relevant costs have been properly disclosed before purchase.

For products that are damaged, defective, incorrect, or otherwise not in conformity with the order, Vitoclei Store Pets will arrange or cover return shipping costs when required by applicable law.

We will provide the applicable return instructions and explain any customer-paid shipping costs before the return is sent.

Please contact us before purchasing return postage, particularly for international returns. Do not assume that the original shipping address is also the correct return address.

6. Refunds

Once an authorized return has been received and assessed, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method unless another method is agreed upon where legally permitted.

We will process refunds within the timeframe required by applicable law. For voluntary returns, the refund may be processed after the returned product is received or after you provide acceptable evidence of return shipment, as applicable.

Your bank, card issuer, or payment provider may require additional time to make the funds available.

Any refund of original delivery charges, deductions, or other costs will be handled in accordance with applicable consumer protection laws.

7. European Union and United Kingdom Customers

Eligible consumers purchasing online may have a statutory right to cancel their purchase within 14 days after receiving the goods, subject to applicable exceptions.

Where applicable, consumers generally have a further 14 days after notifying the seller to return the goods. Specific refund deadlines, delivery-cost rules, exceptions, and other requirements depend on the applicable law.

Customers in the European Union may also have a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract, subject to applicable national rules.

Customers in the United Kingdom may have additional statutory rights concerning faulty goods, including the applicable short-term right to reject qualifying goods.

Nothing in this policy removes or restricts these statutory rights.

8. Brazilian Customers

For eligible online purchases in Brazil, consumers generally have a legal right to withdraw from the purchase within 7 days, as provided by Article 49 of the Brazilian Consumer Protection Code.

The applicable period and procedure will be determined in accordance with Brazilian law. We will honor the consumer's statutory rights concerning cancellation and refunds, including applicable shipping-cost rules.

This policy does not reduce any rights provided by Brazilian consumer protection legislation.

9. Customers in the United States and Other Countries

Return and refund rights vary by location.

In the United States, voluntary change-of-mind returns are generally governed by the seller's stated policy and applicable state and federal requirements. Mandatory protections may apply in cases involving defective products, misleading descriptions, non-delivery, or other circumstances.

In all countries where we sell, we will comply with mandatory consumer protection laws applicable to the transaction. Where local law provides more favorable or additional rights, those rights take precedence over any conflicting term in this policy.

10. Exchanges

If you would like a different size, color, or product, contact us at atendimento@vitocleistore.com.

Exchanges are subject to product availability, supplier fulfillment arrangements, and applicable law. If a direct exchange is unavailable, we will explain the available options. This section does not restrict any statutory remedy you may be entitled to receive.

11. Cancellations and Order Changes

If you wish to cancel or change an order, contact us as soon as possible.

We will make reasonable efforts to accommodate requests before an order is dispatched. However, because orders may be processed by third-party fulfillment suppliers, we cannot guarantee that every change or cancellation can be made after processing has begun.

If an order cannot be canceled before dispatch, you may still have return, cancellation, or refund rights under this policy and applicable law.

Nothing in this section excludes your legal rights if an order is delayed, not delivered, or otherwise fails to meet our obligations.

12. Orders Not Received

If your order has not arrived within the estimated delivery period, contact us at atendimento@vitocleistore.com with your order number.

We will investigate the shipment with the relevant fulfillment supplier or carrier and explain the available next steps.

If an order is lost, not delivered, or substantially delayed, any cancellation or refund will be handled in accordance with our Shipping & Delivery Policy and applicable law.

13. Contact Us

For return requests, refunds, cancellations, or questions about this policy, please contact:

Vitoclei Store Pets
Email: atendimento@vitocleistore.com
Website: https://vitocleistore.com

Please include your order number in your message so that we can assist you more efficiently.

14. Policy Updates

We may update this policy from time to time to reflect changes in our business practices, fulfillment arrangements, or legal requirements. The latest version will be published on our website with its updated date.

Any changes will not remove rights that consumers are entitled to under applicable law.