Return Policy

At PetsJoy, we strive to ensure your complete satisfaction with your purchase. If you are not entirely satisfied with your order, this Returns and Refunds Policy outlines the procedures and conditions for returning products.

1. Eligibility for Returns

You may return items purchased from PetsJoy within four days of receiving your order, provided that:

• The item is unused, in its original packaging, and in the same condition as you received it.
• You have a valid proof of purchase (receipt or order confirmation).

2. Non-Returnable Items

Certain items are non-returnable, including but not limited to:

• Perishable goods (e.g., pet food).
• Custom or personalized products.
• Items marked as final sale.

3. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer service team at pets@petsjoy.co.ke to request a return authorization. Please include your order number and the reason for the return.
2. Prepare Your Package: Once you receive your return authorization, securely pack the item in its original packaging. Include the proof of purchase.
3. Ship the Item: Send the package to the address provided in your return authorization. You are responsible for the shipping costs associated with returning the item, unless the return is due to a defective or incorrect item.

4. Refunds

Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within seven days.

5. Exchanges

If you wish to exchange an item for a different size or colour, please follow the return process and place a new order for the desired item.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within two days of receipt. We will arrange for a replacement or refund at no additional cost to you.

7. Changes to This Policy

We reserve the right to modify this Returns and Refunds Policy at any time. Any changes will be posted on this page with an updated effective date.

8. Contact Us

If you have any questions or concerns regarding our Returns and Refunds Policy, please contact us at:

pets@petsjoy.co.ke