Returns & Refunds
Thirty days to change your mind, free size exchanges, and no restocking fee. Here is exactly how it works.
1. Our 30-day return window
You may return any item purchased directly from accesspet.store within 30 calendar days of delivery. The item must be unused, in resalable condition, and returned with its original packaging, tags and any accessories included in the box.
We do not charge a restocking fee.
2. Free size exchanges
Fit is difficult to get right from a measurement, so we treat it differently. If a collar, harness or bed is the wrong size, we will send you the correct size and cover postage in both directions. Request an exchange within 30 days of delivery and we will email you a prepaid return label.
Exchanges are subject to stock. If the size you need is unavailable we will refund you in full instead.
3. Items we cannot accept back
For hygiene and safety reasons we cannot accept returns of:
- Grooming tools where the blades or combs have been used on an animal
- Chew toys and treat-dispensing toys that have been given to a pet
- Beds and bedding that have been slept on, are soiled, or carry significant pet hair or odour
- Any item returned without its original packaging where that packaging is part of the product presentation
- Gift cards
This does not apply where the item is faulty, damaged on arrival, or not what you ordered — see section 5.
4. How to start a return
- Email support@accesspet.store with your order number, the item you are returning, and whether you would like a refund or an exchange.
- We will reply within one business day with a Return Merchandise Authorisation (RMA) number and the return address.
- Pack the item securely, write the RMA number clearly on the outside of the parcel, and send it back.
- Email us the tracking number so we can watch for it.
5. Who pays return postage
| Reason for return | Who pays return postage |
|---|---|
| Wrong size — exchange | We do. We send a prepaid label. |
| Faulty or damaged on arrival | We do. We send a prepaid label. |
| We sent the wrong item | We do. We send a prepaid label. |
| Changed your mind | You do. Use any tracked service you like. |
| No longer needed / ordered by mistake | You do. |
Original outbound shipping charges are refunded only where the return is our fault. For change-of-mind returns we refund the price of the goods.
6. Faulty or damaged items
If something arrives damaged, or fails in normal use within the first 12 months, contact us with your order number and a few photographs. We will replace it, or refund you in full, at your choice. We do not ask you to pay postage on a faulty item and in many cases we will not ask for the item back at all.
Normal wear is not a fault. A chew toy that a determined dog has destroyed over months of use, or webbing that has faded after a season of sun, is the product doing its job.
7. Refund timing
We inspect and process returns within 2 business days of receiving them, and issue the refund the same day. Refunds go back to the original payment method.
Once we have issued a refund, the time it takes to appear depends on your bank or card issuer — typically 5–10 business days. We will email you the moment the refund leaves our end.
8. Cancelling an order
You can cancel any order free of charge before it is dispatched. Email us as soon as possible — we pick quickly, so speed matters. Once a parcel has left the warehouse the order cannot be cancelled, but you can of course return it under section 1.
9. Your statutory rights
Nothing in this policy limits your rights under applicable United States federal or state consumer protection law. Where state law grants you greater rights than this policy, those rights apply.
10. Return address
We will confirm the correct warehouse return address with your RMA number. Please do not send returns to our registered office address — parcels sent there cannot be processed.
11. Questions
Email support@accesspet.store or call +1 (307) 219-0165, Monday to Friday, 9:00 AM – 5:00 PM Mountain Time.