Refund and Returns Policy

PetStore Kenya – Returns, Exchanges & Refund Policy

At PetStore Kenya, we want you and your pets to be happy with every purchase. If something isn’t quite right with your order, we’re here to help. This policy explains when you can return or exchange an item, how refunds are handled, and what to do if you receive a damaged, incorrect, defective, or spoiled product.

1. Returns & Exchanges

Eligible items may be returned or exchanged within 7 days of purchase, provided the item meets the applicable return conditions below.

For a standard return or exchange:

• The item must be unused, unopened, and in its original condition and packaging.
• The item must be in a condition suitable for resale.
• You must provide proof of purchase, such as a receipt, invoice, or online order confirmation.
• Certain products may have specific return conditions due to hygiene, safety, or product-handling requirements.

Examples of items that may qualify for a standard return include unused toys, collars, harnesses, accessories, and other eligible non-consumable products.

2. Faulty, Damaged, Incorrect or Spoiled Products

If you receive a product that is defective, damaged during delivery, incorrect, expired, spoiled, mouldy, contaminated, or otherwise not of acceptable quality, please contact us as soon as possible.

Depending on the circumstances, we may arrange a:

1. Replacement
2. Exchange
3. Refund
4. Other appropriate remedy

Where possible, please provide photographs or videos of the product and packaging to help us assess the issue quickly.

Please do not dispose of the product before contacting us, as we may need to inspect it. Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Kenyan law.

3. Products Not Eligible for Change-of-Mind Returns

For hygiene, health, and safety reasons, we generally cannot accept change-of-mind returns or exchanges for:

1. Opened pet food or treats
2. Opened or used pet grooming products
3. Used pet beds
4. Used toys
5. Used carriers
6. Products that have been damaged or altered after purchase through misuse, improper storage, or normal wear and tear

Pet Food

Opened pet food cannot generally be returned simply because you have changed your mind.

However, if the pet food is spoiled, mouldy, contaminated, damaged, expired, or otherwise defective, please contact us so that we can investigate and provide an appropriate resolution.

4. 100% Money-Back Guarantee

Where a product or promotion is specifically advertised as having a 100% Money-Back Guarantee, the terms of that specific guarantee will apply.

Please retain your proof of purchase and follow the return instructions provided for the applicable product or promotion.

5. Refunds

Once a return or refund has been approved:

• Refunds will generally be made through the original payment method or, where applicable, via an M-Pesa transfer.
• Please allow 3-5 business days for the refund to be processed after the returned product has been received and approved.
• Processing times may vary depending on the payment provider or financial institution.

Where a product is returned because it was incorrect, damaged, defective, or otherwise qualifies for a remedy, PetStore Kenya will advise you on the applicable return and refund process.

6. How to Return an Item

In-Store Purchases

For purchases made at a PetStore Kenya physical store:

1. Bring the item to any PetStore Kenya physical store, where applicable.
2. Present your receipt or other valid proof of purchase.
3. Our team will assess the item and advise you on the available options.

Online Purchases

For online purchases:

1. Contact our Customer Care team via WhatsApp: +254 795 350 292.
2. Provide your **order number or proof of purchase.
3. Briefly explain the reason for the return.
4. Where applicable, provide photographs or videos of the product and packaging.
5. Our team will guide you through the return or collection process.

7. Return Shipping Costs

For eligible change-of-mind, wrong purchase returns, the customer is responsible for the applicable return delivery or courier costs.

However, where the product was delivered damaged, incorrect, defective, or otherwise qualifies for a remedy, PetStore Kenya will advise on the appropriate return arrangements.

8. Exchanges

Where an exchange is approved, the replacement item will be subject to availability.

If the requested replacement is unavailable, we may offer an alternative product or refund, depending on the circumstances.

9. Proof of Purchase

To help us process your request quickly, please provide one of the following:

1. Original receipt
2. Invoice
3. Online order confirmation
4. Order number
5. Other reasonable proof of purchase

📞 Need Help?
We’re here for you!
📧 customercare@petstore.co.ke
📞 +254 795 350 292