Returns Policy

Returning faulty, incorrect or damaged products

If unfortunately you receive faulty, incorrect or damaged products, you will be refunded the original price paid for the goods in question along with any delivery charges you may have occurred. You will not be responsible for the cost of returning the item(s) back to us.

Please contact us via email at hello@kennelgate.co.uk or by telephoning 0115 939 9077 (Monday to Friday 9am - 5pm), within 48 hours from the date your order is delivered, to arrange an exchange or return where appropriate.

We will then send you a UPS shipping returns label in the post, once you have received this shipping label you can then contact UPS direct on 08457 877 877, Monday to Friday 8am - 8pm Saturday 8am - 2pm to arrange collection of the parcel.

All goods must be returned in their original packaging. We can then inspect the items and pass them onto the relevant manufacture for assessment.

If following an investigation of the product, we believe it is not a fault with the product itself, we will contact you to discuss this. We reserve the right to refuse a refund on the item.

If we believe that the goods may have been damaged deliberately or due to carelessness, we reserve the right to refuse a refund on the item.

Returning products for refund

If upon receiving you order, you are dissatisfied with any item for any reason whatsoever, please return it back to us, it's that simple! You will be refunded the original price paid for the goods in question, excluding any original delivery charges you may have occurred. Please note that you are responsible for the costs of returning the item.

Please contact us via email at hello@kennelgate.co.uk or by telephoning 0115 939 9077 (Monday to Friday 9am - 5pm), you have 7 days from that date your order is delivered to contact us, to arrange a refund.

Once you have contacted us to advise on any items that you will be returning for a refund please send the item(s) back to the address below.

Return Address: Kennelgate, Website Returns, Palmer Drive Off Bessell Lane, Stapleford, Nottingham NG9 7BW

Please wrap the packaged securely

For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us, as we are not liable for any loss or damage whilst in transit. All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund if the item has not been returned to us in a sell-able condition.

Returning products for an exchange

If upon receiving you order, you are dissatisfied with any item for any reason whatsoever, please return it back to us, so we can arrange your exchange, it's that simple! You will be charged/refunded any difference, excluding any original delivery charges on the initial order. Please note that you will be responsible for the costs of returning the item.

Please contact us via email at hello@kennelgate.co.uk or by telephoning 0115 939 9077 (Monday to Friday 9am - 5pm), you have 7 days from that date your order is delivered to contact us, to arrange an exchange.

Once you have contacted us to advise on any items that you will be returning for an exchange please send the item(s) back to the address below.

Return Address: Kennelgate, Website Returns, Palmer Drive Off Bessell Lane, Stapleford, Nottingham NG9 7BW

Please wrap the packaged securely

For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us, as we are not liable for any loss or damage whilst in transit. All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund/exchange if the item has not been returned to us in a sell able condition.

Once the item(s) are received we will arrange for your new order to to be dispatched to you, our standard delivery terms apply here. Goods will be dispatched for free on all orders £29 or over. Excluding our additional charge for remote and rural postcodes (See delivery charges for further information)

Shortages on delivery

If unfortunately you receive a shortage on your delivery, against what the delivery document states, please contact us within 24 hours or your delivery arriving. Please contact us via email at hello@kennelgate.co.uk or by telephoning 0115 939 9077 (Monday to Friday 9am - 5pm). We will endeavour to have the product(s) re delivered to you as soon as possible.

You will not be charged for any short delivered products to be sent out.

How long will it take for the cost of goods to be reimbursed back to you

Upon receipt of the goods any refunds will be reimbursed within 30 days.