Refund policy

Returns & Refunds Policy

Petsific exists with one purpose: to help ordinary pet parents become extraordinary pet parents. We make every effort to ensure our product range is diverse, sourced locally from Kenya and overseas, to meet yours and your pet’s needs.

This policy is to give you comfort that, subject to the conditions below, if any product purchased from Petsific is defective or not suitable for you/your pet, we will happily repair or replace the product or offer you a store credit for your return.

In Summary

If you change your mind on a product you have purchased from us within 7 days of the order being delivered, you can return it to us for an exchange or a store credit, provided the product and associated packaging received by Petsific is in its original condition and is re-saleable. To the extend that we are not able to assist you with an exchange or replacement for your returned item, we will issue a refund. 

Cancellation of Orders

In the event you have placed an order and wish to cancel it before the shipment has been dispatched, please notify our customer service team on WhatsApp via 0798313584 or via email on info@petsific.net. If the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / store credits will be issued for orders placed on cash on delivery that are rejected at the time of delivery.

Please note that once an order has been dispatched, we cannot cancel the order. You can choose to accept the delivery, or alternatively reject the delivery / refuse to accept. Once the order has been returned to us, if the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / store credits will be issued for orders placed on cash on delivery that are rejected at the time of delivery.

Return Eligibility

The following items are not eligible for returns or exchanges unless the item has been received by the customer in a damaged or faulty condition and you have notified Petsific for a replacement within 7 days of delivery.

1. Edible and perishable items such as food, treats, supplements.
2. Toys
3. Any personalised product e.g. personalised engraved identification tag
4. Bedding, crates, pens e.g. mats, beds, blankets, tipi tents etc.
5. Cat litter, trays & accessories
6. Cat furniture and scratchers
7. Grooming Products

However, please note the list above is not exhaustive. There may be other individual products which are non-returnable unless damaged. Products pages outline whether that product is returnable or not. 

Petsific's discretion for non-returnable items

In the event that the item is non-returnable, it will be at the discretion of Petsific to accept a return or not. In that case, a return fee may apply and this would amount to the delivery fee incurred to organise the return or otherwise deemed appropriate by Petsific. This would be communicated to you at the time of processing the return request for your approval before confirming the return or exchange. 

In addition to the above, returns or exchanges will not be accepted in the following circumstances:

1. Any return request that is submitted post 7 days of the order being delivered
2. The product has been used or altered in any way or form
3. The product has been damaged through abnormal use i.e. incorrect use by you
4. The returned product does not have the original packaging, labels etc or if the original packaging has been damaged e.g. torn.

Note that in case the product for exchange is unavailable, a store credit will be offered.

Receiving a return item 

Please note, if we do receive an item without the original packaging or if the product is received damaged or dirty or used, there will no store credit issued to you or the product exchanged (unless defective). You will have the option of having the item shipped back to you at your own cost, otherwise the product will be donated. 

This will be determined at the time the product is received at the Petsific store for investigation. 

Store Credit

How will I receive this?

A store credit is provided by way of a coupon code. The coupon code will not work with any other discount codes or bundles/combo deals applied and will only be valid for 1 month.

Please note, when using your coupon code, please ensure that it is used in a single transaction as any leftover amount would not carry forward.

When will I receive this?

After you have placed your return request, your exchange/store credit will only be issued once we have received the product in our store. This can take anywhere from 2-3 days in Nairobi to 8-14 days for outside Nairobi depending on the courier.

Amount of store credit

If you have used a coupon code in your initial purchase, then please note this amount will not returned by way of a store credit. The only amount that would be provided as a store credit would be the amount applicable paid by you over and above any coupon applied.

The delivery fees paid by you in the initial purchase are not eligible for any store credit. The store credit is strictly limited to the price of the product.

Whilst your first exchange is free, and subsequent exchanges on the same order will attract a delivery fee of flat KES 300 and would be offset against your store credit. 

Refunds

In the event that you have received an incorrect item, or damaged item, or an item in lesser quantity than originally ordered - Petsific will investigate the same. Where it is found that Petsific is at fault, Petsific will take the necessary steps of rectifying this issue for you by replacing or dispatching the additional items as per the circumstances. However, in the odd circumstances where we are not able to replace or provide additional items, then Petsific will issue a refund for the relevant amount. 

Return Process

Please log your return request through our returns portal and we will get in touch with you from there on processing your request.