Returns & Refunds

Because our products are consumable pet food, our returns policy is a little different from typical retail goods. Here’s everything you need to know before requesting a return or refund.

What Can & Can’t Be Returned

Eligible for Return

Unopened and unused products in their original packaging within 7 days of delivery.
Products damaged during delivery (reported within 48 hours with photos).
Incorrect items or product variants sent by us.

Not Eligible for Return

Opened or partially used treats, broths or supplements.
Products that passed their best-before date because delivery was not collected promptly.
Sample-size packs.

Food Safety Notice

Because our treats, broths and supplements are food products, we’re unable to accept returns once a package has been opened. This protects every customer and follows standard food safety practices for both pet and human food products.

How to Request a Return or Refund

Contact us within 7 days of delivery (or within 48 hours for damaged or incorrect items).
Provide your order number together with clear photos showing the issue.
Our team will review your request and confirm whether it qualifies for a replacement, collection or refund.
Once approved, your refund will be processed using the original payment method whenever possible.

Refund Processing Times

Payment Method	Refund Method	Estimated Time
M-Pesa / Bank Transfer	Original payment method	3–7 business days
Cash on Delivery	M-Pesa transfer	3–7 business days

Questions?

If you’re unsure whether your order qualifies for a replacement or refund, please contact us before returning anything. We’ll be happy to guide you through the process and find the best solution.

Need Help With Your Order?

Include your order number and a brief description of the issue. Our team will review your request and respond as quickly as possible.

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