Refund and Returns Policy

Return & Refund Policy

Keen Pets

Last updated: 17 April 2026
Website: www.keenpets.co.za
Email: info@keenpets.co.za

At Keen Pets, we are committed to supplying quality pet products. Due to the nature of pet food, supplements, grooming products, and veterinary-related items, strict return conditions apply.

By placing an order with Keen Pets, you agree to the terms below.

Return Authorisation Required

No product may be returned without prior written approval from Keen Pets.

All return requests must be submitted to info@keenpets.co.za within 48 hours of delivery. Requests submitted after this period may be declined.

If a return is approved, items must be returned within 5 days of approval confirmation.

Unauthorised returns will not be accepted or refunded.

Non-Returnable Items

For hygiene, safety, and health reasons, the following items are strictly non-returnable and non-refundable:

  • Opened pet food of any kind
  • Opened treats
  • Opened supplements
  • Opened tick and flea treatments
  • Opened grooming products
  • Medicated products
  • Clearance or sale items
  • Products without original packaging
  • Products not in resaleable condition

We do not offer refunds if:

  • Your pet refuses the food
  • Your pet dislikes the taste
  • The product does not meet your expectations
  • You ordered the incorrect product and it has been opened
  • You no longer require the product

Hill’s Pet Food Guarantee

Certain products from Hill’s Pet Nutrition are covered by the manufacturer’s 100% Satisfaction Guarantee for quality, consistency, and taste.

If you or your pet are not satisfied with a Hill’s product, you may be eligible for a refund or replacement in accordance with Hill’s guarantee terms.

How to Claim:

  • Contact Keen Pets to initiate the claim
  • Provide the manufacturing code and stock number from the packaging
  • You may be instructed to return or retain the product
  • A refund or replacement will be issued once the claim is approved

Keen Pets will assist in facilitating these claims; however, all approvals remain subject to Hill’s Pet Nutrition’s guidelines and requirements.

Important Exclusions:
The Hill’s Satisfaction Guarantee does not apply in the following cases:

  • The diet is not effective for your pet’s condition (clinical efficacy is not guaranteed)
  • The incorrect product was ordered
  • A change in diet where the product is no longer required
  • Any issue where there is no fault with the product itself

Additional Guidance:
Pets may take time to adjust to new food. A gradual transition is recommended to improve acceptance and reduce digestive upset. Temporary refusal of a new food does not automatically qualify for a claim under this guarantee.

Change of Mind Purchases

If you purchase the wrong item or decide you no longer want the product, a return may be considered only if:

  • The product is unopened
  • The original seal is intact
  • The packaging is undamaged
  • The request is submitted within 48 hours of delivery

If approved:

  • A R30 restocking fee will be deducted from the refund
  • Original delivery fees are non-refundable
  • Return courier costs are the customer’s responsibility
  • Payment processing fees may be deducted where applicable

Keen Pets reserves the right to decline any change-of-mind return at its sole discretion if the product is not in resaleable condition.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product:

  • You must notify us within 48 hours of delivery
  • You must provide clear photos of the product, packaging, and courier label
  • The product must not be used

Once verified, we may offer:

  • A replacement, or
  • A refund, at our discretion

If the claim is valid, Keen Pets will cover the return shipping cost.

Refund Processing

If a refund is approved:

  • Refunds are processed within 7–10 business days
  • Refunds are issued to the original payment method only
  • Shipping costs are non-refundable unless the return is due to our error

We reserve the right to refuse refunds if returned goods fail inspection.

Delivery and Risk

Risk in the goods passes to the customer upon delivery.

Keen Pets is not responsible for:

  • Incorrect addresses supplied at checkout
  • Failed delivery attempts
  • Courier delays outside our control
  • Parcels left unattended upon customer instruction

Order Cancellations

Orders may be cancelled only before dispatch by contacting Keen Pets at info@keenpets.co.za with your order number.

Once an order has been dispatched, it cannot be cancelled and will fall under this Return & Refund Policy.

If a cancellation is approved before dispatch:

  • A refund will be issued to the original payment method
  • Non-recoverable payment processing fees charged by the payment provider may be deducted
  • Keen Pets reserves the right to deduct a reasonable administrative fee where applicable

Refunds will be processed within 7–10 business days.

Important Notes:

  • Orders that have already been packed or are in the final stages of fulfilment may not be eligible for cancellation
  • If a cancellation request is submitted after dispatch, the order will be treated as a return and must comply with the conditions outlined in this policy

Chargebacks and Payment Disputes

If a customer initiates a payment dispute or chargeback without first contacting Keen Pets, we reserve the right to:

  • Provide this policy as evidence to the payment provider
  • Recover associated administrative and processing fees
  • Restrict future purchases

Consumer Protection Compliance

This policy is drafted in accordance with the Consumer Protection Act (CPA) of South Africa.

Nothing in this policy limits your statutory rights under applicable South African law. However, returns must comply with hygiene, safety, and resale standards as permitted by law.

Contact Information

For all return and refund requests:

Email: info@keenpets.co.za
Website: www.keenpets.co.za

All correspondence must include your order number.