Return and Refund Policy
At Aquapet, we want you to be completely satisfied with your purchase. If for any reason you are not, we have outlined our return and refund policy below.
1. Return Conditions
You may return items within 15 days of receiving your order for a full refund, provided the following conditions are met:
- Items must be unopened, unused, and in their original packaging.
- Proof of purchase, such as your order confirmation or receipt, must be provided.
2. Non-Returnable Items
Certain items cannot be returned due to hygiene and safety reasons, including but not limited to:
- Opened pet food or treats.
- Grooming products that have been opened or used.
If you are unsure whether an item is returnable, please contact our customer service team for clarification.
3. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact our customer service team at sales.kijabe@aquapet.or.ke or call us at +254 (0) 717859249 to request a return authorization.
- Provide your order number and the reason for the return.
- Pack the item securely in its original packaging, including all accessories and documentation.
4. Return Shipping Costs
- If the return is due to a mistake on our part (e.g. wrong item sent), we will cover the cost of return shipping.
- If you are returning an item for any other reason, the cost of return shipping will be your responsibility.
5. Refund Process
Once we receive your returned item and verify that it meets our return conditions, we will process your refund. Refunds will be issued to the original payment method used during purchase. Please allow 5-10 business days for the refund to appear in your account.
6. Exchanges
If you wish to exchange an item for a different size or colour, please follow the same return process, and place a new order for the desired item.
7. Damaged or Faulty Items
If you receive an item that is damaged or faulty, please contact us within 48 hours of delivery. We will arrange for a replacement or refund and cover any return shipping costs.
8. Contact Us
For any questions regarding our Return and Refund Policy, please reach out to our customer service team:
Email: sales.kijabe@aquapet.or.ke
Phone: +254 (0) 717859249
