Terms & Conditions
We want you to be completely satisfied with your purchase, and are happy to offer a refund or replacement for items returned to us subject to the terms and conditions below.
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.
Acceptance of your order
After you have submitted your order (either online or by telephone), payment is required before your order can be processed. Acceptance of your order (by us) occurs when we dispatch the goods to you.
Unless otherwise stated in the details of specific goods, your order will be dispatched to you within 1-3 working days (usually within 1 working day). If we are unable to do this for any reason, we will contact you (usually by email) to seek your agreement on how we should proceed. For information on delivery times (including what happens if your delivery is delayed or lost), please refer to the Delivery page on our website or contact us.
Cancellation and return of unwanted goods
You can cancel all or part of your order for any reason and at any time up to 14 calendar days after delivery (ie, when the goods are delivered to you or the person specified when you submitted your order) by contacting us.
You are responsible for returning the cancelled items to us at the address above. This should be done as soon as possible, no later than 14 calendar days after you notify us of your cancellation, and at your expense.
We will refund you in full for the cancelled and returned items, including original postage if applicable. A postage refund may not apply to partial cancellations (where you retain part of your order), or if higher priced delivery services (such as Royal Mail Special Delivery) were specifically agreed upon when the order was placed.
For items that are too large for standard post, such as agility equipment, certain activity toys, or cages/crates, we may be able to arrange collection if you prefer and you will be charged accordingly. As a guide, the cost per parcel for collections within the UK will not exceed £15.00 including VAT.
With your return items, please enclose a copy of your delivery note or a covering letter with your name, address, and order number, otherwise we may not be able to identify the item(s) as yours.
Please ensure that items are sufficiently well packaged and that the postal/carrier service you use to return them offers protection for loss or damage (we recommend that proof of posting, or equivalent, be obtained). We are unable to process returns that are lost or damaged in transit back to us, and you may need to claim against your carrier.
You have a duty of care for any items you return to us. They must be clean, unused, complete, and undamaged, with labels or header cards still attached. Items that do not meet this criteria may be refused, or a deduction made from the refund due. Please also include the original product packaging, and any free gifts that were supplied.
You are at liberty to cancel even after the 14 day period, provided we receive your return no later than 21 calendar days after delivery (except Christmas gifts, where we allow 21 calendar days after Christmas for goods returns). In these cases your refund will not include your original postage.
Faulty or Incorrect Goods
If you receive incorrect, damaged, or incomplete goods from us, please notify us within 48 hours of delivery so that we can put things right for you as quickly as possible.
If an item is faulty through manufacturing defect and within the manufacturer's warranty period, please contact us. We will agree with you the best way to return the item, and whether to send a replacement (subject to availability) or issue a refund.
If you applied a discount coupon when you placed your order, and the coupon conditions are no longer met as a result of a refund (for any reason), the coupon will be reversed. This may affect your refund amount.
We regret that we cannot accept cancellations or returns on items that are 'special order', customised (eg, imprinted clickers), foodstuffs (dog treats and the like), or CDs/ DVDs, unless faulty.
By default, all prices shown on our site are inclusive of UK VAT where applicable.
Our minimum order value is £5.00 including VAT.
We accept most major credit and debit cards, and PayPal. If you wish to pay electronically (eg, BACS), or through another method that isn't listed, please contact us.