Return/Refund Policy

1.0 If you place an order with us on-line or by telephone, we will accept the return of any goods which are not satisfactory for any reason for a full refund providing they are in an un-used, un-opened and in an ‘as new’ condition within 14 days from the day after you receive the goods.

1.1 Products purchased in store, can only be returned with proof of purchase.

1.2 Please let us know that you will be returning the goods within 14 days of receipt.

1.3 You have an unconditional right to cancel your order within 14 days from receipt of the goods without giving a reason, as long as the conditions in 1.0 have been met. We will then refund your money and the standard postage costs you paid for home delivery, as soon as possible but within 30 days of your cancellation and return of the goods.

1.4 Unwanted goods have to be returned at your own expense and in an un-used, un-opened and ‘as new’ condition.

1.5 Glass Aquariums are to be visually checked before accepting on the day of delivery, breakages are not covered once accepted.

1.6  In the unlikely event that your order is delivered damaged please take clear photos of the damaged item and parcel packaging and forward these to sales@conkerspets.co.uk.  If you are unable to provide proof of damage we may be unable to refund or exchange.

1.7  In the unlikely event that you have received an incorrect item, please notify us immediately either by phone 01394 386124 or email sales@conkerpets.co.uk.  Incorrect items will only be refunded or exchanged if they are un-opened, un-used and in an ‘as new’ condition within 14 days from the day after you receive the goods.  We will cover the cost to return the incorrect item.

1.8  Regarding purchases of KONG products made with Conkers Pets, as per the guidance issued by KONG under ‘KONG Clicks Criteria For Websites’ (Paragraph 1 (b)), the terms and conditions directly and indirectly applying to returns, refunds and exchanges by customers are issued by us [Conkers Pets] and not KONG.

1.9 This does not affect your statutory rights as a consumer.