Refund Policy

This Refund Policy explains how PawExpress handles cancellations, refunds, replacements, and issues with damaged, incorrect, lost, or significantly delayed orders. Because our products are pet health, parasite-prevention, flea, tick, worming, and heartworm-related items, we are unable to accept returns once an order has shipped, for health, safety, hygiene, and product-integrity reasons.

Contact us first

Please contact us through the contact form on our website before taking any action. Include your order number, full name, the product name, a description of the issue, and clear photos of the product, packaging and shipping label where relevant. We aim to respond within 2 business days.

Order cancellations and changes

If you need to cancel or change an order, contact us as soon as possible. We can usually amend or cancel an order before it has been dispatched. Once an order has been packed or shipped, it can no longer be cancelled.

Returns

For health and safety reasons we do not accept returns of opened, used, or unsealed pet health products, and we do not operate a returns address for change-of-mind returns. Please choose your product, species, weight range and pack size carefully before ordering, and contact us if you are unsure.

Damaged, incorrect, or defective items

If your order arrives damaged, incorrect, or faulty, contact us within 7 days of delivery with photos. Where a claim is approved, we will arrange a replacement or a refund. You will not be asked to return the item unless we specifically request it.

Lost or non-delivered orders

All orders are sent with tracking where available. If tracking shows no movement, or your order has not arrived within a reasonable time after the estimated delivery window, contact us so we can investigate with the carrier. If a parcel is confirmed lost in transit, we will arrange a replacement or refund.

Refund processing

Approved refunds are issued to your original payment method. Please allow several business days for your bank or card provider to process the refund after it has been issued.

Delays and customs

Delivery times are estimates and can be affected by customs clearance, carrier delays, and local postal handling. Delays of this kind are outside our control and are not on their own grounds for a refund, but we will always help you track and resolve delivery problems.