At Pet Food Warehouse Ke, we take the quality and safety of our raw dog food very seriously. Because our products are perishable (frozen raw meat), our return policy differs from standard retail goods.

1. Perishable Goods Policy

Once raw meat is out of our controlled frozen environment, we can no longer guarantee its safety for resale. Therefore, all sales are final once accepted at delivery.

2. Damaged or Incorrect Orders

We strive for perfection, but if we make a mistake, we will fix it. You are eligible for a replacement or refund if:

• You received the wrong recipe (e.g., Chicken instead of Duck).
• The packaging was punctured or compromised at the time of delivery.
• The quantity delivered does not match your order.

Please inspect your order immediately upon arrival. Claims made more than 2 hours after delivery cannot be processed.

3. Order Cancellations

You may cancel your order at any time before it leaves our facility for delivery. Once the order is in transit, it can no longer be cancelled or refunded.

4. How Refunds are Processed

In cases where a refund is approved (due to error on our part):

• Refunds will be processed via the original payment method (M-Pesa or Bank Transfer).
• Processing takes 24–48 hours from the time of approval.
• In many cases, we may offer a store credit or a replacement in your next delivery as a faster alternative.

5. Failed Delivery Attempts

Since our products are frozen, it is the customer's responsibility to ensure someone is available to receive the order. If a delivery fails because the customer is unreachable:

• The customer will be responsible for the cost of re-delivery.
• No refunds will be issued for products that spoil due to a customer being unavailable for a scheduled delivery.