If the return or Exchange is approved as per our Return Policy, the following shall apply.
On approval, the refunds and timelines are as follows;
|Payment Method||Refund Method||Refund Time (Once Refund Is Processed)|
|Credit/ Debit Card||Credit/ Debit Card||3-5 business days|
|Mobile money ( mpesa, airtel money)|
|Cash||Cash / mobile money||24 Hours|
|Store Credit||Store Credit||Immediate|
|Store Gift Card||Store Credit||Immediate|
|Promotional Coupon Code||Store Credit||Immediate|
If your return is rejected, we will call you to explain the issue and you will need to collect the product from the shop it was dropped for review/assessment. If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.
We do not accept returns after the 7-day period.
If your product Warranty is valid, it typically offers protection against defects in workmanship, related to mechanical or electrical systems, and materials. Warranties do not cover damage to products caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear, and/or failure to follow the product’s maintenance advice provided in the user’s manual or warranty card. Any services fees and parts costs that are not covered by Warranty will be repaired/replaced at a cost.
If your product is out of warranty duration, you will be responsible for the repair cost. We suggest you to repair the product at the service centre authorized by the manufacturer (the warranty centre on your Warranty card) for better quality services.
Return and Exchange Eligibility:
- When your order/item(s) received is damaged or defective
- When your order/item(s) received is not what you have ordered
- Change of the return should be done at point of delivery without breaking the seal of the package.
If the item purchased is eligible for return as per the eligibility criteria service above, we provide a returns service.
However, restrictions may apply to certain merchandise, as detailed below and as updated from time to time.
- Proof of purchase is required to receive a full
- Supplier reserves the right to refuse any UNAUTHORIZED returns: those that occur after the seven (7) day
- To facilitate a returns, claim, we require the customer to provide the following information to Pluto Pets Customer service:
- Customer telephone
- Customer email
- Copy of receipt of
- Details of Customer’s issue with the
In addition, all Products MUST BE returned one hundred percent (100%) complete, including all original boxes, packing materials, labelling, tags and other accessories provided. Supplier reserves the right to refuse the return of incomplete products. All returns must be authorized by Pluto Pets.
Defective Product Returns
Customer must report defective products within 24 hours of receiving them. Reports should only be made through a phone call followed by a photograph and a brief description of the defect.
Customer may return defective Products to Pluto Pets within Seven (7) days from purchase date.
For all defective items returned a product complaint form should be compiled. After feedback from the service centre, supplier will issue an option on replacement, exchange, repair or credit note. For all items returned after 7 days the manufacturer warranty (if present) will apply.
Non-Defective Product Returns
The return should be done at point of delivery without breaking the seal of the package.
Restricted, Repair-Only Returns
Non-returnable products are damaged, incomplete, used, modified, poorly packaged or the original seal has been opened, such items/products will not be accepted.
Procedures of obtaining Warranty Services
- Warranty product returns will not be accepted without a
- Products shall not be liable under this warranty if:
- Consumable parts are damaged
- Cosmetic damage
- Normal wear and tear or otherwise due to the normal aging of the product
- Post warranty repair or warranty service after the limited 1 year warranty period is available, but is subject to
- Products to be returned for warranty coverage must be within the applicable warrant 1year
- RMA turnaround time within three weeks of