We know that you will be pleased with your purchases from petshopexpress.co.uk. However, there may be occasions when you will need to return items to us.
Goods supplied within the UK will normally be delivered:
DPD NEXT DAY, Zones 1 and 3 plus selected postcodes in Zone 2 by close of business the next working day. Delivery standards to the rest of Zone 2 are normally 2 working days, excluding some outlying areas
DPD TWO DAY, Zones 1 and 3 plus selected postcodes in Zone 2 by close of business the next working day. Delivery standards to the rest of Zone 2 are normally 2 working days, excluding some outlying areas
If you change your mind.
If you have simply changed your mind about any item ordered and you wish to cancel your order. Cancellation option is available only during purchase procedure, or when Buyer order status is “ORDER PROCESSING”.
The Buyer may cancel the Order for any reason until, but no later than the end of the 7th Working Day after the day of receipt of the Goods. You should cancel Goods purchased from us by sending a written notice of cancellation by post or hand delivery addressed to Customer Services at Pet Shop UK Limited, 4 Pretoria Road, London SW16 6RP, or by e-mail to store@petshopexpress.co.uk. On cancellation of an Order, you must return the Goods to us in their original condition and undamaged. When you cancel an order, you will have to pay the carriage costs for returning the Goods to us unless we have not been able to supply the Goods as ordered and have substituted alternative Goods. You must take reasonable care to ensure that the Goods are properly packaged so that they will not be damaged whilst in transit. If you do not arrange to return the Goods to us, then you are under a duty to make the Goods available for collection at your expense from the address to which they were delivered.
Goods Damaged in Transit.
If any items were damaged in transit, we ask that you report it to us within 7 working days. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method.
Items Faulty on Arrival.
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method.
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