Returns Policy
At K9 Kandy we want you to be completely satisfied with your order. In the unlikely event that you are not happy with your purchase, our Returns Policy explains what you can do.
Damaged Items
All our parcels are carefully packed by hand. Should your order be damaged in transit, please notify us, within 14 days, by emailing info@k9kandy.co.uk. Please attach photos clearly showing the damage caused and we will advise from there.
Incorrect Items
Should we accidentally send you an incorrect item, please notify us by emailing info@k9kandy.co.uk as soon as possible. Please specify the error and correct details, along with attached photos of the incorrect item and we will do our best to correct the mistake.
Exchange/ Refund
If you are not entirely satisfied with the products that you have chosen you may return them to us within 14 days of receipt. We will be more than happy to offer you an exchange or, if you wish, a refund, provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging.
We cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or washed. We are unable to offer a refund or exchange on perishable goods such as food for hygiene reasons and custom items, such as personalised goods. Custom items can be refunded or exchanged in the event of a grammatical error on our part, if however we are sent the wrong information, this exception does not apply.
Returning an Item
Should you be returning an order because you are not satisfied, please enclose all details of the purchase giving the reason for your return and clearly mark whether you would like a refund or exchange by emailing info@k9kandy.co.uk
Pack the items back in the parcel, using the original packaging; attach the return to the address, this address will appear on your shipping label under “returns”. For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us. This returns policy does not affect your statutory rights.
When returning items, you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Until you return items to us, you are responsible for their safekeeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.
