Returns Policy

Return Window

You have 7 days from the date of delivery to initiate a return for eligible items.

Eligible Items

• Pet accessories and products in original packaging
• Unopened pet food within expiry date
• Unused toys and grooming supplies
• Products with defects or damage

Non-Returnable Items

• Live animals - All pet sales are final (health guarantee applies separately)
• Opened or partially used pet food
• Personalized or custom-made items
• Items damaged due to misuse or neglect

Return Process

1. Contact our support team at Info@Benlipets.Com or call +254 790976649
2. Provide order number and reason for return
3. Receive return authorization and shipping label
4. Pack item securely in original packaging
5. Ship within 3 days of authorization
6. Refund processed within 5-7 business days after receipt

Refunds & Exchanges

Refund Methods

• Original payment method (M-Pesa, card, etc.)
• Store credit (receive extra 10% bonus)

Exchange Policy

Prefer an exchange? We'll cover return shipping and send your replacement item at no extra cost. Same eligibility rules apply.

Damaged or Defective Items

If you receive a damaged or defective product, contact us within 48 hours with photos. We'll arrange immediate replacement or full refund, including return shipping costs.