Returns Policy
This Returns Policy explains how returns, exchanges and cancellations work for orders placed through the Isapet e-store. It should be read alongside our full Terms & Conditions.
Non-Pharmaceutical Products
Product returns or exchanges for non-pharmaceutical supplies — such as pet accessories, grooming items, and non-prescription food — are accepted within 7 days of delivery, provided items remain unopened and in their original packaging.
Pharmaceuticals, Prescription Diets & Refrigerated Items
Veterinary pharmaceuticals, prescription diets, and refrigerated products cannot be returned once dispatched, due to biosecurity and quality control regulations. This protects every pet who may later receive that product.
Order Fulfillment
Orders are processed upon confirmation of payment. If an item arrives damaged, faulty, or incorrect, contact us within 7 days of delivery and we will arrange a replacement or refund.
How to Request a Return
Email isapetvetclinic@gmail.com or call +254 708 275 214 with your order details. We'll confirm eligibility and the next steps.