Returns & Refunds
Your satisfaction is guaranteed. Here is how our returns process works.
Last updated: June 2025
7-Day Return Window
If you are not satisfied with your purchase, you may return most items within 7 days of delivery for a full refund or exchange, provided the item is unused, in its original packaging, and accompanied by proof of purchase.
Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned:
- Opened food, treats, or supplements
- Used grooming tools or accessories
- Items marked as final sale
- Perishable or refrigerated products
How to Return
- Contact us at [email protected] with your order number and reason for return.
- We will confirm eligibility and provide return instructions within 24 hours.
- Ship or deliver the item back to us (return shipping costs are borne by the customer unless the item was faulty).
- Once received and inspected, your refund will be processed within 5 business days.
Damaged or Wrong Items
If you received a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with a photo of the item. We will arrange a replacement or full refund at no cost to you.
Refund Method
Refunds are returned via the original payment method (M-Pesa, card, or Co-op Bank). M-Pesa refunds are typically instant; card refunds may take 3 – 7 business days depending on your bank.