Returns Policy

At Canine Concepts we pride ourselves on the quality of the products we sell. We hope you will be thrilled with your purchase from us. At the same time, we realise we cannot please all of the people all of the time.

With this in mind, our returns policy is quite simple. If for any reason you are not satisfied with your purchase, simply return it to us within 14 days (**Christmas Presents: see note below) for a replacement or full refund of the cost of the item. Customers are responsible for the cost of returning goods back to us. If the product is damaged or an incorrect item was sent when you receive it, we will pay the postage costs to return the item back to us. All we ask is that you return the items in a saleable condition with all of its packaging intact. If your product is faulty, please contact us for our returns procedure.

If you are returning an item and would like a replacement item (e.g. a different size or colour), we ask that you return the item with a note giving us permission to charge your card to cover the any difference in cost, plus the postage and packaging charge of £2.50 for the new item to be sent (UK Only). Customers from abroad, please contact us for our returns procedure

RETURN ADDRESS: Canine Concepts, Lakeside Business Park, Middle Aston, Oxon, OX25 5PP, United Kingdom.

Please don't forget to include your Sales Number shown on your receipt.

Customers wishing to return heavy items (i.e. 2-30 kg) may wish to use our Returns Service. We offer this at our cost price of £9.99 (UK Only). If you would like to take advantage of this, please call us for details. Some very heavy items (over 30kg) including all dog runs may require specific return arrangements. Please contact us for prices.

If you require any further information please email us using the 'Contact' link (at the top of this screen) page or phone us on: (01869) 349 777

**Christmas Presents: We accept that goods purchased for Christmas Presents are unlikely to be returned within 14 days. Therefore goods purchased in November and December as Christmas gifts may be returned to us at any time up until mid January.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

• Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
• Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

CanineConcepts are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new EEE item from us we would accept their old WEEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below: