Refund policy
Return & Refund Policy
Last updated: March 31, 2026
We want you and your pet to love every Rivaxon product. If something isn't right, we're here to make it right.
1. Return Window
We accept returns within 30 days of the delivery date. To be eligible, items must be:
- Unused and in original condition
- In their original packaging with all included accessories
- Free from signs of pet use, damage, or modification
Returns received outside the 30-day window will not be accepted and will be returned to sender.
2. Non-Returnable Items
The following items are not eligible for return:
- Replacement filter packs (consumables) — Filter packs that have been opened cannot be returned for hygiene and safety reasons. If your filter pack arrived damaged or defective, see Section 5.
- Items returned without prior authorization
- Items showing signs of use, pet hair, damage, or modification
3. Return Shipping Costs
| Reason for Return | Return Shipping |
|---|---|
| Changed mind / no longer needed | Customer's responsibility |
| Wrong item ordered | Customer's responsibility |
| Product is defective or damaged | Covered by Rivaxon (see Section 5) |
| Wrong item shipped by Rivaxon | Covered by Rivaxon |
We recommend using a trackable shipping method for your return. Rivaxon is not responsible for items lost in transit on customer-paid returns.
4. How to Initiate a Return
1. Email contact@rivaxon.com with the subject line: Return Request — Order #[your order number]
2. Include your order number, the item(s) you wish to return, and the reason for the return
3. We will respond within 1–2 business days with return authorization and shipping instructions
4. Pack the item securely in its original packaging and ship to the address provided
Do not ship items back without return authorization. Unauthorized returns cannot be processed.
5. Defective or Damaged Items
If your item arrived defective, damaged in transit, or is not functioning as described:
- Contact us within 30 days of delivery at contact@rivaxon.com
- Include your order number, a description of the issue, and photos or video of the defect or damage
- We will provide a full refund or replacement at your choice
- We will email you a prepaid return shipping label — you pay nothing
This applies to all products including filter packs, even if opened, if the defect is manufacturing-related.
6. Refund Processing
Once we receive and inspect your return:
- You will receive an email confirmation that your return was received
- Refunds are processed within 14 business days of receipt
- Refunds are issued to your original payment method
- Shipping charges are non-refundable unless the return is due to our error or a product defect
Please allow additional time for your bank or payment provider to post the refund to your account (typically 3–7 business days after we process it).
7. Exchanges
We offer exchanges on eligible, unused items within the 30-day return window. To request an exchange:
1. Follow the return initiation process in Section 4 and indicate you would like an exchange
2. Specify the replacement item (different color, size, or product)
3. If the replacement item is higher priced, you will be charged the difference
4. If the replacement item is lower priced, we will refund the difference to your original payment method
Exchange shipments follow our standard shipping timelines (5–8 business days after dispatch).
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible at contact@rivaxon.com. We process orders quickly; once an order has been dispatched, it cannot be cancelled and must go through the return process.
Orders cancelled before shipment will be refunded in full within 3–5 business days.
9. Contact Us
For any questions about returns, refunds, or exchanges:
Rivaxon LLC
6625 Argyle Forest Blvd Ste 4 #1209
Jacksonville, FL 32244
United States
Email: contact@rivaxon.com
Phone: +1 (904) 204-6118
Business hours: Monday – Friday, 9:00 AM – 5:00 PM ET