Return & Refund Policy
Thank you for shopping at www.canineconcepts.co.uk
If you are not entirely satisfied with your purchase, we’re here to help.
You have 21 calendar days to return an item from the date you received it.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Your item must be in the original unopened packaging, with any labels still attached, free of any dog hair or dirt and otherwise in a condition enabling us to sell the product as new. Any items that do not meet these criteria may be subject to a partial refund only.
Your item needs to have the receipt or proof of purchase.
Please take note of the exclusions as set out below that apply to certain products.
Products returned under this policy must be sent by recorded delivery to:
Barn 2, Stone Hall Farm, New Common, Bishop’s Stortford, Herfordshire, CM22 7RS
(Please include a cover note with your name, telephone number and order no)
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs paid as part of the order are nonrefundable.
For large items we offer a collection service charged at £12.99. Please contact us to arrange your collection.
The following kinds of products may not be returned under this policy:
- Personalised goods or goods made to your specification
- Audio, video recordings (including DVDs) or computer software you have unsealed
- Any cleaning, grooming or medication products. Dog treats or other dog food products intended for everyday consumption.
- Any product made to order;
- Gift vouchers.
The item you would like to exchange must be in the original unopened packaging, with any labels still attached, free of any dog hair or dirt and otherwise in a condition enabling us to sell the product as new.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). We will process the refund due to you as soon as possible and, in any event, within 14 days of the day we received your returned product.
We will not refund or exchange the product where you return a product in contravention of this policy (and where you do not have any other legal right to return the product).
We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
Please contact us to make suitable arrangements.
Faulty or Damaged Goods
Please contact us within 48hrs of receipt of the goods and we will make immediate arrangements as appropriate.
If you have any questions on how to return your item to us, please contact us first.