Change or cancel an order before delivery
Provided the processing has not yet started, our team will be able to cancel the order for you and (where applicable) you will be refunded the full amount including delivery costs.
Once the order has been cancelled, you will then be able to create a new order to reflect the changes you wish to make to your order.
To change or cancel an order please complete the below Order Return / Cancellation Form.
If your products have already been delivered, then you will need to follow our returns procedure below.
Returns procedure
We hope you will be pleased with your purchase. Should you wish to return what you have bought from us, we will be
happy to issue a refund*.
For further information please see our refunds policy contained in our Terms & Conditions sections 10 and 11.
1. Submit return request
To return an order please complete the below Order Refund / Cancellation Form and await our confirmation via either email or phone that we are happy to receive the return.
2. Packing and sending your return
To ensure that your refund can be processed, please follow the procedures below.
- Return the product unopened and in all original packaging (if applicable);
- Pack the product to avoid damage during returns transit;
- Inside the package include a print out of your order confirmation email to include your name, address, phone number and order number. Please write on the print out whether you require a refund or a replacement.
3. Return the item to us
Please return it to:
South West Pet Beds
2 Lomantor Cottages
Totnes TQ9 6PN
Exception: we regret that bespoke or personalised products that are especially made or ordered with your choice of shape, form, name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.
Please note: we will refund the price of the item to the purchaser once it is received by us in accordance with our ‘Refund policy’ below. A refund of the original delivery charge and the charges for returning the item to us** will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
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.
- Is clean of any debris, dirt or marks, and is in a like-new, re-saleable condition.
Returns should be made within 28 days after the day of receipt and in original, undamaged packaging*. Please see below for exceptions to this policy.
If the product returned has been unnecessarily handled or is un-clean, 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.
*Almost all of our products do not come with original packaging, however for our products that do, we are unable to issue a refund where the original packaging has been damaged.
We are unable to offer a refund on bespoke personalised goods unless they are faulty.
Delivery charge refunds
**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.
For further information about our returns and cancellations policy, please see our Terms & Conditions sections 10 and 11.