Returns

Here at The Pet Express we want you to enjoy every time you shop with us. Occasionally we know you may want to return items, so please find below our returns policy. We have tried to make our terms as clear as possible to avoid any nasty surprises.

  • Products can be returned up to 14 days from date of delivery for a full refund or exchange.
  • We are unable to accept part used returns of food, engraved ID tags, damaged products (unless delivered damaged) or veterinary medicines.
  • You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or the incorrect item is delivered.
  • The product must be in its original packaging, unopened and in a re-saleable condition and the cost of collection or return will remain at your charge. 
  • We only accept returns for products that have been purchased through us.
  • Medicines: We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.

You must contact sales@thepetexpress.co.uk and get confirmation before returning your order.


How do I return an item?

To return an item, please enclose a note giving the reason for the return along with your order number, wrap the package securely and send the item(s) to be returned back to us at the address below within 14 days from the date of delivery.

You do not have to give any reason for cancellation. However, a brief explanation will help speed up the returns process.

The Pet Express
Returns Department
77-80 Christian Mill Business Park
Crownhill
Plymouth
UK
PL6 5DS

For your protection we recommend that you use a recorded delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.

If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions.

 

Common reasons for returns

Below are some of the most common situations for returns, if your return isn't covered below, please contact sales@thepetexpress.co.uk or call (UK) 01752 777247 with the details and we will do our utmost to reply promptly.


What happens if something is missing from my order?

On rare occasions items may have been excluded from your delivery as we have either had to ship the item on at a later date or refund you for the value of the item due to a stock issue. We will contact you prior to shipping your order if this is the case. The customer must notify us of any missing items within 3 days of receiving the order for any action to be taken.


What happens if I receive damaged goods or an incorrect item?

If any item(s) of your order are damaged or not the item ordered, customers are to inform us within 3 days and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal. Please email us at sales@thepetexpress.co.uk if you should have a problem with your order.

Before we can replace or refund an item we will ask for the item to be returned back to us. Alternatively we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, we will require proof of the cost of returning the item to ourselves.

If we choose not to collect any damaged items we would ask you to take a photograph of the item in its original packaging to allow us to claim for loss from our courier company.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions.


What happens if I want to exchange a product?

If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order along with a note explaining the reason for return and your request for the new product you would like exchanged. It is that simple! We will contact you to either refund/take payment for any difference in cost this can be done through PayPal or payment over the phone. Please ensure that the item is returned back to us within 14 days of the date the item is delivered to you.

 

What happens if I want to return something for a refund?

If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us. We will reimburse you for the value of the item. Please ensure that the item is returned back to us within 14 days of the date the item is delivered to you. 

Should you have received free delivery when you initially placed your order due to spending over £45 and the value of your returned item, brings you under the qualifying spend to qualify for free delivery you will be charged the published delivery rates on the date you placed your order. 

You will be responsible for the cost of returning the item to us.

 

What happens if I want to cancel/return my entire order?

If your order has not yet been processed by our warehouse you may cancel your order by contacting us on 01752 777247 or sales@thepetexpress.co.uk however should your item have been dispatched by us then you will have to follow our returns procedure.

Should you wish for us to collect the goods The Pet Express reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £8.00 per parcel collected (subject to change at anytime). 

Payment can be covered through Paypal or by paying the amount over phone with our customer service team.

Should you wish for us to re-send your parcel it will be done at the published tariff depending on the weight of your parcel.

You will be responsible for the cost of returning the item however a full refund for the product(s) will be provided.


What happens if my product develops a fault?

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action.

If the product is not found to have a fault (at the discretion of management), then the product can then be returned to yourself at your cost or we will issue a refund minus the delivery. Please note we can only issue a refund if the product is returned within 14 days of receiving the product.

 

...I have had the product for less than 14 days?

Should your item develop an inherent fault within 14 days contact our customer service team and we will arrange for a repair or replacement to be carried out at no cost to you. You will only be entitled to a full refund if you return the product within 14 days from the date your goods were delivered. 

Some warranties will be covered by the manufacturers themselves, so please feel free to contact us if you need any information regarding their warranties.

Before we can replace, repair or refund an item we will ask for the item to be returned back to us. Alternatively we may arrange for the item to be collected by our courier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please provide proof of the charges you've incurred to return the item back to us.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.


...I have had the product for more than 14 days?

If you have had the product for more than 14 days you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will request payment to cover the returns postage back to yourself.

If the item is found to have a fault, you will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge.

On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.