Refund & Returns Policy

1. Our Commitment

Paves Vetagro Limited ("Paves", "we", "us") is committed to supplying agricultural and animal health products of merchantable quality, fit for their intended purpose and matching their description, in line with the Consumer Protection Act, 2012 and the Sale of Goods Act (Cap 31) of the Laws of Kenya. Where a product fails to meet these standards, you are entitled to a remedy as set out below.

2. Statutory Rights (Not Affected)

Nothing in this policy limits your rights under Kenyan law. In particular, the Consumer Protection Act, 2012 guarantees that goods supplied must:

• Be of merchantable quality (reasonably fit for their normal purpose);
• Be fit for any particular purpose made known to us;
• Match their description and any sample or model shown; and
• Be free from defects at the time of delivery.

If any of these guarantees are breached, the Consumer Protection Act gives you the right to a refund, repair or replacement, and this policy is designed to give effect to those rights.

3. Returns & Refunds — Standard Goods

• 7-day return window: You may return unopened, unused, resalable standard goods within 7 days of purchase for a full refund or exchange.
• Defective or damaged goods: If a product arrives damaged, defective, or fails to match its description, notify us within 48 hours of delivery (or of receipt in-store) and we will arrange a replacement or full refund, including any delivery charges paid.
• Proof of purchase: A receipt, order number or payment reference is required for all returns and refunds.

4. Non-Refundable & Excluded Items

For health, safety and regulatory reasons, the following cannot be returned or refunded once sold, except where they are defective at the time of sale:

• Opened or partially used animal health products, vaccines, acaricides, and agrochemicals (regulated substances);
• Perishable goods — feeds, seeds, and perishable inputs once opened or stored outside recommended conditions;
• Products with tampered or broken seals;
• Special-order or customised items.

If a regulated product is suspected to be defective (e.g. suspected counterfeit, expired or contaminated stock), we will investigate promptly and, where confirmed, provide a full refund or replacement and notify the relevant authority (e.g. Kenya Veterinary Vaccines Production Institute, PCPB — Pest Control Products Board — or KEBS) as required by law.

5. How to Request a Refund or Return

• In-store: Visit any Paves branch with the product and proof of purchase.
• Online (website / B2B orders): Email info@pavesvetagro.co.ke or call +254 721 832700 within the applicable window, quoting your order number (e.g. PAV-XXXXXXXX).
• Provide: order number, product name(s), reason for return, and photos (for delivery damage claims).
• We will respond within 3 working days with the resolution (refund, replacement, or collection arrangement).

6. Refund Timelines & Method

• Approved refunds are processed within 7–14 working days of approval.
• M-PESA payments: refunded via M-PESA reversal to the original phone number used for payment.
• Card / bank payments: refunded to the original payment method.
• In-store cash payments: refunded in cash or via M-PESA as preferred.
• Replacement products are dispatched at no extra cost where the original was defective or incorrect.

7. B2B / Business Customers

Business customers (companies, cooperatives, institutions) are covered by the same defective-goods guarantees. Additionally, where a business order is cancelled before dispatch, a full refund will be issued. Where goods have been dispatched, standard return terms apply. Business-specific terms in any signed supply agreement take precedence over this policy.

8. Complaints & Redress

If you are not satisfied with how your refund or return was handled, you may escalate to:

• Paves Vetagro Limited — Paves Towers, Kapenguria · P.O Box 434 – 30600 · +254 721 832700 · info@pavesvetagro.co.ke
• Competition Authority of Kenya (CAK) — the statutory consumer protection regulator: www.cak.go.ke · consumer@cak.go.ke · +254 20 262 8000
• Consumer Protection Tribunal (for unresolved disputes)

9. Privacy of Your Data

Personal data provided for purchases and refunds is handled in accordance with the Data Protection Act, 2019 and our privacy obligations. We only use your data to process the transaction and refund, and we do not share it with third parties except as required by law.

10. Changes to This Policy

We may update this policy from time to time. The current version will always be published on this page with the effective date shown above. Continued use of our website or services after changes constitutes acceptance of the updated policy.