I want you and your cat to actually love what you get from Vivian Hearts. If something doesn’t work out, I’ll do my best to make it right. I’m a one-person shop, so I handle every return myself — no call centers, no scripts.
The short version
You’ve got 30 days from delivery to return or exchange anything that isn’t working for you. If it’s defective or I sent the wrong thing, I cover return shipping. If your cat just isn’t into it, you cover shipping back.
What you can choose
Exchange : Swap for another fountain or a different size , Anytime within 30 days
Store credit : Instant credit you can use anytime , Anytime within 30 days
Refund : Money back to your original payment method , Within 30 days of delivery
Refunds are processed within 5 business days of inspection and approval.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Return shipping
Item is defective, damaged on arrival, or I sent the wrong product : I cover it — I’ll send you a prepaid label
You changed your mind or your cat didn’t like it : You cover it — I recommend a tracked service
How to start a return
- Email me at support@vivianhearts.com with your order number and what’s going on.
I’ll reply within 1–2 business days with a return authorization and the return address.
Don’t ship anything back before you hear from me — I need to authorize it first.
Once I receive and inspect the item, I’ll process your refund, exchange, or credit within 5 business days.
A few important notes
Refunds go back to the original payment method only.
Refunds typically appear on your statement within 7–10 business days, depending on your bank.
For gifts, I can issue store credit to the recipient instead of refunding the original purchaser.
Store credit is issued instantly once your return is approved.
Refunds go back to the original payment method only.
Need help?
Email me at support@vivianhearts.com. I’m here Monday–Friday, 9 AM – 5 PM EST, and I usually respond within a few hours.