Refund policy
We want you to be happy with what you buy from us. This policy explains when you can return something and how refunds work.
Your rights if something is wrong are different from and stronger than your options if you simply change your mind. Both are set out below.
If an item is faulty, damaged, or not what you ordered
Contact us within 7 days of delivery at admin@exoticpetcafe.com or +234 916 686 0740, with your order number and a photograph of the problem.
Where an item is faulty, damaged in transit, expired, or is not what you ordered:
- We will replace it or refund it in full, including what you paid for delivery
- We cover the cost of returning it
- No restocking fee applies
This does not affect your statutory rights under the Federal Competition and Consumer Protection Act 2018.
If you change your mind
You may return an unopened, unused item in its original packaging within 3 days of delivery.
- You arrange and pay for the return, and we recommend a trackable service
- A 5% restocking fee is deducted from your refund
- Original delivery charges are not refunded
What cannot be returned?
For health, safety and welfare reasons, we cannot accept returns of:
- Opened or part-used pet food, treats or supplements, including where the seal is broken
- Medicines and veterinary products of any kind, once they have left our premises
- Live animals
- Used grooming tools, brushes, and anything that has been in contact with an animal
- Items marked "Final Sale" on the product page
This does not apply where the item is faulty, expired, or was sent in error; those are covered above.
Services
Grooming, boarding and veterinary services are not refundable once provided.
If you are unhappy with a service, contact us within 48 hours, and we will look into it. Where something has gone wrong on our side, we will put it right.
Grooming booking fee. The ₦5,000 booking fee is deducted from the cost of your groom. It is not refunded if you do not attend or arrive too late for us to complete the appointment. Give us at least 24 hours' notice to move your booking, and we will carry the fee over.
Boarding deposit. A deposit of one night's boarding confirms your booking and is deducted from your final bill. Deposits are not refunded. Cancel with at least 48 hours' notice, and we will hold your deposit against a future booking; with less notice, or if your pet does not arrive, it is forfeited.
Early collection. If your pet is collected before the end of the booked stay, we do not refund the unused nights; the space was reserved for you.
How to start a return
Email admin@exoticpetcafe.com or call +234 916 686 0740 with your order number and what you would like to return. We will confirm whether the item is eligible and tell you where to send it. Please do not send anything back before we have confirmed.
Refunds
Once we receive and inspect your return, we will email you to confirm and tell you whether the refund is approved.
Approved refunds are returned to your original payment method within 5 business days.
Contact
admin@exoticpetcafe.com · +234 916 686 0740 62A Gbangbala Street, Ikate, Lekki, Lagos