Important Customer Information

 

Delivery Policy

(1)  Introduction

This delivery policy gives details of the delivery methods, delivery periods and delivery charges that apply to any orders for our products made through our website.

This policy is not intended to and does not create legally enforceable rights and obligations.  It merely indicates our usual practice in relation to the delivery of products.

 

(2)  Free delivery

We offer free standard delivery to all UK mainland addresses on all orders over 20 GBP (inclusive of VAT).  Other orders will be subject to delivery charges as detailed in Section 5 below.

 

(3)  Delivery methods

If the address for delivery of your order is a UK mainland address, then you will be able to select from the following delivery methods:

  • standard delivery
  • express delivery

 

(4)  Delivery periods

This table indicates the typical delivery periods for the different delivery methods.

Delivery method

Typical delivery period

Standard delivery

3-5 working days

Express delivery

1-2 working days

If you place your order before 5pm on a working day, these periods run from the close of business on that day.  If you place your order after 5pm on a working day, or on a non-working day, these periods run from the close of business on the next following working day.

These periods are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the specified period.

 

(5)  Delivery charges

Delivery charges will be calculated and automatically applied to your order during the checkout process.  The applicable charges will depend upon:

  • the delivery method you select;
  • the location of the delivery address; and
  • the size and weight of your order.

 

(9)  Delivery problems

If you experience any problems with a delivery, please contact us by email to contact@canine-world.co.uk or through our website at www.canine-world.co.uk.

If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the time specified on the card left at your address, then we may agree to arrange for re-delivery of the products, providing that we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free-of-charge). 

An indicative list of the situations where a failure to deliver will be your fault is set out below:

  • you provided the wrong address for delivery;
  • there is a mistake in the address for delivery that was provided;
  • the address for delivery is not reasonably accessible;
  • the address for delivery cannot safely be accessed;

 

Returns Policy

(1)   Introduction

We understand that from time to time you may wish to return a product to us.  We have created this 30-day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers in England and Wales.

This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).

 

(2)   Returns

Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:

(a) we receive the returned product within 30 days following the date of purchase of the product;            

(b) the returned product is unused, in its original packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the returns procedure set out below; and

(d) none of the exclusions set out below apply.

 

(3)  Returns procedure

In order to take advantage of your rights under this returns policy, you must email contact@canine-world.co.uk stating that you will be returning the product.

Products returned under this policy must be sent by recorded delivery to the address specified in our response to above email.

You will be responsible for paying postage costs associated with returns under this policy.

 

(4)  Exclusions

The following kinds of products may not be returned under this policy:

(a)  any product made to your specification;

(b)  any product made to order;

(c)  any product personalised or adapted for you;

 

(5)  Refunds

We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the original delivery charges and excluding the costs of returning the product to us).

We will usually refund any money received from you using the same method originally used by you to pay for your purchase or cheque.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.

 

(6)  Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a)  we will not refund or exchange the product;

(b)  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

(c)  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.