Change or cancel an order

    Unfortunately we are unable to make changes to an order once it has been placed. If  you would like to cancel an order, please email the processing has not yet started and it is  not with a third party supplier, our team will be able to cancel the order for  you.

    If your products have already been delivered, then you will need to follow our  returns procedure. Click here for more information about returns.

    Your purchase history

    To find out more information on your past orders, please click here to  sign into your account.  

    Returns procedure

    We hope you will be pleased with your purchase. Should you wish to return  anything  bought from us, we will be happy to refund a product. Please see  our refunds policy  contained in our Terms & Conditions.

    Most items can be returned through any one of these options:

    1. Returns via our store

    Simply take the delivery note you received with your delivery and the product  you  wish to return to our store and tell the sales assistant you bought it  online.

    Exception: If the product you wish to return was a personalised product it cannot  be  returned.

    2. Returns via our address below

    Please include your Delivery note with your return and note on this the reason for  the return..

    Ashworth's Pet Services,
        69-71 Church Street,
        South Yorkshire
        DH12 3HP

    Exception: we regret that personalised products that are especially made or  ordered  with your choice of name, fabric, message or other customised  aspect cannot be  returned or refunded unless they are defective. 

    Packing and sending your  return

    To ensure that your refund is processed as quickly as possible, please follow the   procedures below.    
      Return the product in its original packaging;
      Pack the product to avoid damage during returns transit;
      Include your despatch note or your name, address, phone number, order number and   whether you require a refund or a replacement.    

    Refund policy

    We hope you will be pleased with your  purchase. Should you wish to return anything  bought from us, we will be  happy to refund a product, provided (in the case of any  non-defective  products) it has not been unnecessarily handled, i.e beyond the  handling  that you would do in a shop to decide whether to purchase the product.   Returns should be made within a reasonable time and in original, undamaged   packaging.* Please see below for exceptions to this policy.

      If the product returned has been unnecessarily handled, we reserve the right  to  refuse a refund on the item, or deduct up to 20% of the original  selling price from  the refund amount. This does not affect your statutory  rights.

      *Products we are unable to refund.

    We are unable to offer a refund on personalised goods (such as pet id tags)  unless  they are faulty.

    Delivery charges

    We will refund your original delivery charge and your charges  for returning the  product to us when a product is faulty or damaged, but  not when a product is simply unwanted.

    Faulty returns

    Consult the manufacturer's handbook  or website if appropriate. If you need a repair,  call our team on 01709  866483 or visit our store. You may be asked for details of the  model  number and date of purchase. Your despatch note provides this information and   acts as your guarantee, so please make sure that you keep it throughout your  guarantee period.

    In the unlikely event that an issue has not be resolved to your satisfaction,  please  let us know by calling our 01709 866483 between 9.15am and  5.15pm Monday -  Tuesday & Thursday, 9.15am and 2.00pm and 9.15am -  4.15pm Saturday, or by sending  us an email using our online form. Should  you remain dissatisfied please write to Ashworths Pet Services,69-71 Church  Street, Conisbrough, Doncaster, South  Yorkshire, DN12 3HP.