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Returns Policy

Your satisfaction is a top priority at Paws Express. We make every effort to ensure we stock a wide range of quality products that suit your needs. Subject to the conditions set out below, Paws Express will happily offer you a refund or store credit if the products you purchased from us is defective or there is a change of mind.

Please note that no credits/refunds would be given without first speaking with us. Once approved, we will then give you a return number and return address. If you send back items without the correct address and return number we will not be able to refund you.

In most cases, if there is a change of mind, you can return any unopened products in its original condition/original packaging, within 30 days of receipt, and we will then arrange our courier to pick up your items and issue you store credit , less shipping. Because of the way couriers work, shipping back to us will cost more than shipping it out to you. We will let you know the shipping cost before we issue you the return number. Shipping cost incurred to return the products to us will be deducted from the store credit we issue to you. Please note that if you arrange your own delivery to return any items to us, we would not be responsible for missing or damaged returns.

Is shipping cost refundable?

The shipping costs we charge for shipping the products out to you is non-refundable for any returned items unless we made an error with shipping.

Can I return food products that have been opened?

Unfortunately due to health policies, we cannot offer store credit or exchanges on food, treats or any edible items that are opened. However, if your pets became sick due to the food products you purchased from us, please contact us as soon as possible. We will contact the manufacturer and we will work together to resolve the issue.

What if the products was damaged on arrival?

If the product was damaged on arrival, please take photos and the damaged item/items and email them to [email protected] Please also include your invoice number and we will resolve the issue as soon as possible.