Terms of Service

Welcome to PetWorld Kenya ("we," "us," or "our"). By accessing or using our website, purchasing products, or engaging with our services, you agree to be bound by these Terms of Service. Please read them carefully before placing an order.

1. General Conditions

• By agreeing to these Terms, you represent that you are at least 18 years old or accessing the site under the supervision of a parent or guardian.
• We reserve the right to refuse service, terminate accounts, or cancel orders at our discretion if fraud or misuse is suspected.
• Prices and availability of products are subject to change without prior notice.

2. Products and Descriptions

• We strive to display product colors, specifications, and descriptions (such as pet food ingredients and accessory dimensions) as accurately as possible.
• We do not guarantee that your device's display of any color will be completely accurate.
• Product packaging and materials may contain different information than shown on our website; always read labels, warnings, and directions before feeding or using items with your pets.

3. Pricing and Payments

• All prices listed on our website are in Kenyan Shillings (KES) and include applicable taxes unless stated otherwise.
• We accept payments via M-Pesa, bank transfers, and major debit/credit cards processed through secure third-party payment gateways.
• Full payment is required before an order is dispatched for delivery.

4. Shipping and Delivery

• We offer delivery services across Nairobi and surrounding regions, as well as nationwide parcel dispatch via our logistics partners.
• Estimated delivery times provided at checkout are estimates only. While we aim to deliver promptly, delays caused by traffic, weather, or third-party couriers are outside our direct control.
• Risk of loss and title for items pass to you upon delivery to the address specified in your order.

5. Returns, Exchanges, and Refunds

• Damaged or Incorrect Items: If you receive a damaged product or the wrong item, please notify us within 24–48 hours of receipt with photographic proof for an immediate exchange or replacement.
• Perishables & Hygiene Items: Opened pet food bags, treats, or used grooming items cannot be returned due to health and safety standards.
• Approved refunds will be processed via the original payment method (e.g., M-Pesa refund) within a reasonable timeframe.

6. Intellectual Property

All content on this website—including logos, product descriptions, photography, banners, and layout—is the property of PetWorld Kenya and is protected by applicable intellectual property laws. Unauthorized reproduction or redistribution is strictly prohibited.

7. Limitation of Liability

• PetWorld Kenya shall not be liable for any indirect, incidental, or consequential damages resulting from the use or inability to use our products or website.
• It is the customer's responsibility to ensure that products (including pet diets and supplements) are suitable for their specific pets.

8. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the Republic of Kenya, and any disputes will be subject to the jurisdiction of Kenyan courts.

9. Contact Information

For questions regarding these Terms of Service, please contact us:

• Email: hello@petworld.co.ke
• Phone: 0790 550 550
• Location: Nairobi, Kenya