01
Eligibility Checklist
To qualify for a refund or replacement, every item must align with our quality control
benchmarks to preserve safety for our entire pack community.
✅ Eligible for Return
- ✓ Maasai beaded collars & leashes in brand-new
condition with intact tags
- ✓ Apparel, harnesses, and coats tried on indoors with
no pet hair
- ✓ Scandi ceramic feeding bowls in original protective
carton padding
- ✓ Unused, unchewed enrichment toys with all tags
attached
❌ Non-Returnable Items
- ✕ Opened treat pouches, jerky bites, dehydrated bones,
or oils
- ✕ Customized bespoke name-engraved brass tags or
personalized gear
- ✕ Items showing outdoor soil marks, scent marking, or
saliva exposure
- ✕ Final clearance or warehouse sample archive
purchases
02
Pet Nutrition & Treat Hygiene Notice
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We maintain strict bio-security standards. Once an artisanal treat bag,
organic supplement, or dried meat chew leaves our climate-controlled warehouse, its seal
cannot be certified sterile if unsealed.
Defect Exception: If you notice an issue with package
seal integrity upon doorstep unboxing, report it within 24 hours with photos for a prompt
replacement.
03
Free Sizing Exchanges
Pups come in every shape and size—from svelte Whippets to broad-chested Boerboels. If your
collar, harness, or cooling vest doesn't fit comfortably, we gladly swap sizes.
STEP 1
Measure
Measure your pet's neck or girth with a two-finger slack.
STEP 2
Dispatch
We send the alternate size alongside our courier rider.
STEP 3
Swap
Hand the unworn item back directly at your front door.
04
Damaged or Defective Deliveries
Every parcel undergoes a 3-point inspection before dispatch. In the rare event an item
experiences courier damage or hardware fault:
📷
Snap a Quick Snapshot: Capture 2 clear photos displaying the
defective hardware clasp, chipped ceramic, or torn seams alongside your order
packing slip.
⚡
Same-Day Priority Resolution: We immediately dispatch a brand-new
replacement via express courier or issue an unconditional 100% refund.
05
Refund Timelines & Fee Clarity
M-Pesa Direct
Fastest
Reversed directly to the phone number that completed the checkout transaction.
Processed in 12–24 hours
Card via Paystack
Secure
Credited back to your issuing Visa, Mastercard, or local bank card.
Processed in 2–4 business days
Zero Restocking Fees: Mambo Pawsitory does not charge
restocking fees on eligible returned products. If you prefer store credit, we issue a
digital voucher code valid for 3 months.
