Keen Pets

Last updated: 18 February 2026
Website: www.keenpets.co.za
Email: info@keenpets.co.za

Introduction

These Terms and Conditions (“Terms”) govern your use of the Keen Pets website and the purchase of any products from Keen Pets (“we”, “us”, “our”).

Keen Pets is a trading name of Origin Flavour (Pty) Ltd, a company registered in the Republic of South Africa.

By accessing this website or placing an order, you agree to be bound by these Terms.

Company Information

Keen Pets operates as an online retailer of pet food, treats, supplements, grooming products, and related pet care items in South Africa.

Keen Pets trades under Origin Flavour (Pty) Ltd.

Acceptance of Orders

An order placed on our website constitutes an offer to purchase goods. A binding agreement is formed only once payment has been received and we confirm your order via email.

We reserve the right to refuse or cancel any order for any reason, including but not limited to:

Stock unavailability
Pricing errors
Suspected fraud
Incorrect product information

If an order is cancelled, a refund will be processed to the original payment method.

Pricing and Payment

All prices are displayed in South African Rand (ZAR).

Prices may change without notice. The price displayed at checkout is the final price payable.

Payment must be made in full before an order is dispatched.

Product Information and Disclaimer

We make every effort to ensure product descriptions, pricing, and images are accurate. However, we do not warrant that product descriptions or other content on this website are error-free.

Pet food and supplements may affect pets differently depending on breed, age, health condition, allergies, or sensitivities.

Keen Pets (a trading division of Origin Flavour (Pty) Ltd) is not liable for:

Adverse reactions
Allergic responses
Incorrect dosage usage
Pet refusal to consume food or supplements

Customers are responsible for reviewing ingredient lists and consulting a veterinarian where necessary before purchase.

Shipping and Delivery

Delivery timeframes provided at checkout are estimates only.

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 beyond our control
Parcels left unattended upon customer instruction

Order Cancellations

Orders may only be cancelled before dispatch.

Once dispatched, orders cannot be cancelled and will fall under the Return & Refund Policy below.

Return and Refund Policy

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.

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

Unauthorised returns will not be accepted or refunded.

Non-Returnable Items

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

Opened pet food
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 product
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

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 change-of-mind returns at its discretion if the product is not in resaleable condition.

Damaged, Defective, or Incorrect Items

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

Notify us within 48 hours of delivery
Provide clear photos of the product, packaging, and courier label
Do not use the product

Once verified, we may offer a replacement or refund at our discretion. If the claim is valid, we will cover the return shipping cost.

Refund Processing

Approved refunds will be processed within 7–10 business days to the original payment method.

Shipping fees are non-refundable unless the return is due to our error.

Chargebacks and Payment Disputes

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

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

Limitation of Liability

To the fullest extent permitted by law, Keen Pets and Origin Flavour (Pty) Ltd shall not be liable for any indirect, incidental, or consequential damages arising from the use of this website or products purchased.

Our total liability shall not exceed the purchase price of the product in question.

Intellectual Property

All website content, including text, images, logos, branding, and product descriptions, is the property of Keen Pets and/or Origin Flavour (Pty) Ltd and may not be reproduced without written permission.