Paw Planet Kenya Return and Refund Policy

At Paw Planet, we strive to ensure you receive quality products. However, we only accept returns for defective items. Please review our return policy below.

1. Return Eligibility

We accept returns under the following condition:

  • Defective Products: If the product you receive is damaged or defective, you are eligible to return it. Defective products must be reported within 24 hours of receipt.

2. Return Process

To initiate a return for a defective product, please follow these steps:

  1. Contact our customer service team within 24 hours of receiving the defective item.
  2. Provide the following details:
  • Your name, telephone number, and email address
  • Proof of purchase (receipt)
  • A brief description of the defect, along with a photograph

Note: All defective products must be returned in their original condition, including all packaging, labels, tags, and accessories. The return must be made within 7 days from the purchase date.

3. Defective Product Returns

Once the defect is confirmed, you can return the product within 7 days. We will provide you with the following options after the review process:

  • Replacement
  • Exchange
  • Credit Note

If the defective product is returned after the 7-day window, the manufacturer’s warranty, if applicable, will apply.

4. Non-Returnable Items

We do not accept returns for items that are:

  • Non-defective
  • Damaged due to misuse or negligence
  • Incomplete, used, or missing original packaging and accessories

5. Refund Processing

Refunds will be processed based on the original payment method once your return is approved:

  • For payments made by mobile money, refunds will be processed within 24 hours.
  • For credit or debit card purchases, refunds may take 3-5 business days to reflect.
  • Cash purchases will be refunded within 24 hours via cash or mobile money.
  • Store credit and promotional codes will be refunded immediately.

6. Rejected Returns

If your return request is rejected, you will be notified, and the product must be collected from our store within 7 days. If not collected within this period, the item will be forfeited and disposed of in accordance with Kenyan law.