Returns & Refunds

We hope you and your pet enjoy your order. However, if you’d like to return an item please follow our returns policy below.

To start a return, please contact us at shop@petexpressmanchester.com

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, or unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at shop@petexpressmanchester.com with your order number and reason for return. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@petexpressmanchester.com.

Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food) or custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

Unfortunately we do not offer exchanges on pet foods and perishable goods. However, please contact us at shop@petexpressmanchester.com if you’d like to exchange an item of clothing, accessory or toy.

Refunds

If your return is accepted we will send you a shipping label to attach to your parcel with instructions of where to take your return. Once we’ve received and inspected your return, we’ll let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.