1st North Avenue – Geoffrey Luruti Rd. Kahawa Sukari, Nairobi, KENYA    •    OPEN DAILY 6am-6am
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Refunds & Claims

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refund policy

Cancellation period / time frame

After Purchase and before Delivery

Orders can be cancelled After Purchase. This should be done only through a phone call. Cancellation can only be requested not less than 6 hours before the aranged time of delivery.

Orders can be cancelled with less than 6 hours to the arranged time of delivery, however, the delivery costs shall not be refunded.

After Purchase and Delivery

Order cannot be cancelled after purchase and delivery. Unless the goods are damaged/ defective / incorrectly delivered. However, other circumstances might be considered but this remains at our disgeration.

Total Refundable amount

Before Purchase and before Delivery

Orders cancelled by the Royal Pets due to non-availability of goods.

Costs of goods and shipping costs shal be refunded in full.

Order cancelled by clients:

more than 6 hours before agreed time of delivery:

The costs of goods and shipping costs shall be refunded, less any banking charges incurred when sending back the money.

Goods that have already been begun shipping:

The shipping costs shall not be refunded, cost of goods shall be refunded without any other deductions.

Method of Refund

Refunds are returned in the same form of payment used save for cash payments that shall be refunded using mobile money.

Damaged/ DefeCtive / Incorrectly Delivered Goods

We will arrange the goods to be collected and swapped over at our expense

How to Request a Refund

Refund shall be requested by phone only.

Costs Incurred

Shipping, Packaging and other costs

All costs incurred during returning goods are non-refundable.

Delivery charge on returning goods

Clients shall be charged all costs associated with sending goods back to us. This include but not limited to shipping costs and transaction costs.

Products returned after the cancellation period

Products can not be returned after the cancellation Period


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info@theRoyalpets.com or royalpets254@gmail.com