We care About Pets

Returns and Refunds Policy
Effective Date: July, 2023

Thank you for shopping at Petcare Grooming (“us”, “we”, or “our”). We want you to be completely satisfied with your purchase from our website, www.petcare.co.ke (the “Website”). If, for any reason, you need to return a product or request a refund, please review the following Returns and Refunds Policy.
1. Returns Eligibility:
a. We accept returns for products purchased directly from the Website within 2 days of delivery.
b. To be eligible for a return, the product must be unused, in its original condition, and in the original packaging. c. Products that are not eligible for returns include perishable items, such as pet food or treats, and customized or personalized products.
2. Return Process:
a. To initiate a return, please contact our customer support team within 2 days of receiving the product. You can reach us at [insert contact information]. Provide your order details and the reason for the return.
b. Our customer support team will guide you through the return process and provide you with a return authorization number (RA number) if your return is eligible.
c. Pack the product securely in its original packaging, including all accessories and documentation.
d. Clearly write the provided RA number on the outside of the package.
e. Ship the package back to us at the address provided by our customer support team. You are responsible for the return shipping costs.
3. Refund Process:
a. Once we receive and inspect the returned product, we will notify you of the status of your refund.
b. If the returned product is in its original condition and meets our return eligibility criteria, we will initiate the refund.
c. Refunds will be issued to the original payment method used for the purchase. Please note that it may take a few business days for the refund to reflect in your account, depending on your bank or payment provider.
4. Exchanges: We currently do not offer direct exchanges. If you wish to exchange a product, please follow the return process outlined above and place a new order for the desired item on our Website.
5. Damaged or Defective Products:
a. If you receive a damaged or defective product, please contact our customer support team within 48 hours of delivery. We may request photos or additional information to assess the issue.
b. We will provide guidance on the return process and, upon inspection of the returned product, may offer a replacement, repair, or refund, depending on the circumstances.
6. Non-Returnable Items: Certain items are non-returnable, including perishable goods, customized or personalized products, and items not purchased directly from our Website.
7. Shipping Costs:
a. Unless the return is due to our error or a defective product, you are responsible for all shipping costs associated with returning the product.
b. Shipping costs for the original order are non-refundable.
8. Contact Us: If you have any questions or concerns about our Returns and Refunds Policy, please contact us at info@petcare.co.ke. Our customer support team will be happy to assist you.

Please note that this Returns and Refunds Policy applies only to purchases made through our Website. If you purchased our products from a third-party retailer, please refer to their respective return and refund policies.

By making a purchase on our Website, you acknowledge and agree to this Returns and Refunds Policy.

This policy is effective as of the date mentioned above and supersedes any prior versions.


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