We want your pets to love their food as much as we love sourcing it. If a formula isn't hitting the spot, or something went wrong with transit packaging, we're here to make it right quickly and transparently.
100% Palatability Guarantee (Picky Eater Clause)
Dogs and cats can be particular about their kibble. If your pet refuses to eat any food item purchased from us, you can return or exchange the product within **7 days of delivery**, provided that **at least 75% of the food is remaining** in its original packaging.
Applicable to all dry kibble and cooked meal selections.
Exchange for a different brand/flavor of equivalent value or request a refund.
Requires physical verification of the remaining product by our courier.
Transit Damage & Mismatched Orders
We double-check every delivery, but mistakes or transit mishaps can occur. If your food bag is torn, damp, or we dispatched the wrong weight or product brand:
• Send a quick snapshot of the issue to our WhatsApp support line at **+254 700 000 000**.
• Our Loki Logistics e-bike courier will bring a brand-new replacement bag to your house free of charge.
• Returns must be reported within **48 hours of receipt** for damaged items.
M-Pesa & Card Refund Timelines
Once our returns team confirms receipt and checks the eligibility of the item:
**M-Pesa Refunds**: Processed back to your phone number within **24 hours** of pick-up.
**Online Card Payments (Paystack)**: Processed within **48 hours** (bank settlement clearing may take 3-5 business days).
**Store Credit**: Issued immediately as a discount voucher code for your next checkout.
Sustainability Bag-Return Program
Our packaging is made of 100% recyclable, multi-layer kraft paper. To help minimize packaging waste in Nairobi:
• Hand back your dry-kibble kraft bag to our courier when they arrive with your next order.
• Receive **KES 100 off** that active order on the spot (or we'll add it as store credit to your profile).
• We sanitize, recycle, or biodegrade these bags responsibly.
How to Process a Return or Exchange
1
Message Us
Send a quick WhatsApp text to +254 700 000 000 with your name and order ID, describing the issue.
2
Schedule Pick-up
We'll organize a Loki Logistics courier to drop by your address during our next daily delivery run.
3
Verification
The courier checks the bag (and verify >=75% remains for picky eater claims) and collects the item.
4
Refund/Swap
We immediately dispatch your exchange item, send a store credit code, or issue an M-Pesa refund.