Returns and Refunds

Your purchase history

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

To check your order status, just click on the Your account link at the top of the page. You should see the one of the following phrases:

  • On Hold means your order hasn't been processed yet, this could be due to still awaiting payment. You'll still receive an email confirming your order has been received.
  • Order processing - means your order is being processed and will be ready for dispatch soon.
  • Order Complete - means your order is complete and has been posted or collected in person.
  • Cancelled means your order has been cancelled.

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email us at catherine@caninebehaviourtrainingsolutions.co.uk between 8am and 8pm Tuesday - Friday, and 9am - 5pm Saturday.

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. Return in Person

Simply take the delivery note you received with your delivery and the product you wish to return to Canine Behaviour & Training Solutions.

Exception: If the product you wish to return has been used, the packaging damaged in any way and/or if it is not classes as resell-able (by CBTS) a return will not be allowed.

  1. Returns via our address below

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

Canine Behaviour & Training Solutions
Catherine Hill
53 Fernbank Drive
Bramley
Leeds
LS13 1BZ

On delivery, the item will be assessed and you will be contacted by Canine Behaviour & Training Solutions as to the decision. Postage for the return of the product/s is to be paid in full by the client.

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.

  1. Returns via courier collection

On delivery, the item will be assessed and you will be contacted by Canine Behaviour & Training Solutions as to the decision. Postage for the return of the product/s is to be paid in full by the client.

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.
Please note: we will refund the price of the item to the purchaser once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will not be given, unless otherwise stated.

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 dispatch 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 14 days 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 50% 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 not refund your original delivery charge and your charges for returning the product to us.

Faulty returns

Consult the manufacturer's handbook or website if appropriate. If you have any questions, please contact Canine Behaviour & Training Solutions directly.