Refund Policy

We want you to feel confident about your PawExpress order. If a product arrives and something is not right, email support@pawexpress.com within 30 days of delivery. Tell us what happened and include your order number. We will review your concern, help resolve it and explain the refund process where appropriate. We aim to reply within 2 business days.

Returns after dispatch

For health, hygiene and product-integrity reasons, pet health products cannot be returned or exchanged after dispatch. This includes change-of-mind purchases and products ordered in the wrong species, weight range or pack size, even if unopened.

The 30-day contact window is for raising a product concern, not a change-of-mind return period. Our support for incorrect, damaged or faulty items is explained below. Please do not send products back unless we have given you instructions.

Incorrect, damaged or faulty items

Contact us within 30 days of delivery with a description of the issue and clear photos of the item, packaging and shipping label. Include the batch number and expiry date where relevant.

Once we have reviewed and confirmed the issue, we will arrange a replacement or refund. We will let you know the next steps before you need to take any action.

Cancellations and order changes

Let us know immediately if you need to change or cancel an order. We will check whether processing can still be stopped and confirm the outcome. Changes may no longer be possible once an order has entered final processing. After dispatch, we cannot cancel the order or recall the parcel.

Delayed or missing deliveries

If your parcel has not arrived after the estimated delivery window, or tracking appears unusual, contact us with your order number and tracking details. We will help investigate with the carrier. If the parcel is confirmed lost in transit, we will arrange a replacement or refund.

Delivery dates are estimates. Customs processing or carrier delays do not, by themselves, mean a parcel is lost or automatically qualify an order for a refund.

Receiving a refund

Approved refunds go back to the original payment method. After we issue a refund, your bank or payment provider may need several business days to show it in your account.

Subscription shipments

The same order-support rules apply to subscription shipments. Refunding one shipment does not automatically stop future renewals. To cancel future charges, manage your subscription through your account or contact us. Cancelling future renewals does not automatically cancel an order already being processed or dispatched.

Nothing in this policy limits any rights you may have under applicable consumer law.