Returns & Refunds
NOTE BEFORE RETURNING : RETURNED ITEMS WITH ANY FUR, NEW SMELL, DAMAGED PACKAGING OR SIGN OF USE WHATSOVER WILL NO BE ACCEPTED. SUCH ITEMS WILL BE RETURNED TO THE CUSTOMERS AT THEIR OWN COST. PLEASE BE ADVISED.
- If you receive a faulty, wrong or damaged item(s) you can return them.
- A claim must be lodged within 48 office hours of order delivery. The item(s) must be returned within 7 days of purchase.
- Customer bears the full cost of return delivery.
- We do not accept returns or exchanges on food, medications, personalized items and wooden items that have been assembled (such as wooden dog houses and cat furniture).
- Refunds will be issued within 12 office hours.
- Cost of delivery is not refundable.
- Transaction charges will be deducted where applicable.
For Nairobi wider region (Where we do direct delivery)
- Option 1 – Return items and get a refund; in person, via Petsasa Return service or Fargo Courier. To pay for collection by Petsasa click here.
- Option 2 – Make a fresh order for the new items that you desire (Note that this order cannot be on a “Pay on delivery”). When that order is delivered, hand back the previous items you wish to return to get a refund. Order number of the item returned must be indicated.
For other towns countrywide
Send returns to our dispatch Centre on Gala lane via Fargo Courier. The is return address is :
Petsasa Delivery Centre,
Gala Lane (Near Qwetu Parklands)
+254 114 560 668 – C/O Benard Ogweno
Goods sent to Petsasa through other means not described herein will not be eligible for refund or any other form of compensation.
The terms contained herein are final and non-negotiable.
Petsasa Kenya reserves the right to amend the information contained herein without notice.