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Terms and Conditions

for full details on our terms and conditions please contact us

Company Trading Details
Von Wolf Kennels
Company VAT Number 826476700
Our Place of Business is:
Von Wolf Kennels
Peeks Brook Lane
Smallfield
Surrey
RH6 9PP
Terms and Conditions of Sale
The Terms and Conditions set out below apply to all transactions on the Von Wolf Site. Please read through these carefully before placing your order. We may change these terms from time to time without notice to you. Changes will apply to any orders received subsequent to the Terms and Conditions change.
Purchase and Delivery
To purchase from us you must be over 18. We pride ourselves on our rapid order fulfilment capabilities, and seek to complete all order within 5 days at most. However delays are occasionally inevitable due to circumstances out with our control, and time for delivery shall not be of the essence. We may deliver the goods in several consignments but will not charge any extra delivery for this. If we have not delivered the goods within 28 days of expected delivery then you will be notified by email and given the opportunity to cancel the contract. We will refund any money paid by you without reasonable delay.
Goods are subject to availability. In the event that we are unable to supply the goods, we will inform you of this as soon as we possibly can. A full refund will be given where you have already paid for the goods. Delivery Times 1st Class items 1st class packets may take 1-3 working days to be delivered, although the vast majority (75%) arrive next working day. Items sent by this method are insured to the value of £28.00 only, and are not considered 'lost' until 14 days after despatch. Special Delivery items ordered before 10am Monday-Friday will be despatched same day. However, at peak times we may not be able to achieve this and we may not despatch it until the following working day. Items are guaranteed for delivery by 12 noon the next working day after they leave our premises. Certain exceptions apply (e.g.. 'Remote areas' and the Channel Islands - see www.royalmail.com). Special Delivery items are fully insured for the value of the goods.
Price
The price you pay is the price displayed on this website at the time we receive your order, plus the cost of Shipping and Handling. Errors and Omissions are excluded, ie we reserve the right not to send an item if we make a pricing error. Sometimes we sell the same items at higher or lower prices elsewhere. We reserve our right to do this.
Payment
Payment Gateway services are provided by Protx and PayPal. We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you. If we have reason to suspect that your details have been obtained fraudulently from us, we will endeavour to let you know as soon as we can.
Returns, Refunds and the 'No Quibble' money back guarantee
We will honour your right to cancel under the Distance Selling Regulations (2000). You have 7 days in which to notify us that you wish to cancel, and the 7 days commences the day after receipt of the goods. This is your statutory 'cooling off period'. You may notify us of your cancellation by email. You are responsible for returning the goods to us and the cost of so doing. You must take reasonable care of the goods. Goods which cannot be resold as new will be rejected for refund and returned to you. We reserve our right to charge a restocking fee of 15% of the goods, excluding shipping, where the goods are not faulty.
Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a substitute of the same or better quality at the same price. We will also contact you to give you the choice to accept or decline this offer. On the rare occasion that there is an error, we will advise you about it as soon as possible.
Please note our credit card system will charge your card before your order is dispatched. This secures your order on our system and allows our system to go through its fraud screening processes
Faulty goods and Returns
Unwanted Goods: Within 7 days these can be returned for a full refund for any reason. After 7 days we reserve the right to refuse opened and/or unwanted goods, or to charge a discretionary re-stocking fee of 7% of the value of the goods. Postage: All returned items must be sent by recorded post (not Special Delivery or Courier), as we are not responsible for un-received goods. The cost of returning items is the responsibility of the customer, there are some exceptions, please email for details. You should always contact us if you are unsure if you can return an item to us. Returns must be accompanied by a copy of the invoice so we can process it asap
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement to you or if this item is no longer made a suitable alternative. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

PLEASE NOTE MUZZLES CAN ONLY BE EXCHANGED IF FAULTY, WE WILL NOT REFUND MUZZLES THAT ARE NOT FAULTY This is for Hygiene reasons.

This policy is subject to change at any time without notice.

DISTANCE SELLING REGULATIONS
Under the distance selling regulations you have a right to cancel your order for any item purchased on this web site, for a full refund. To cancel you can e-mail us, or write to us within seven days of delivery of your items, quoting your order number. You must take reasonable care of the items and must not use them. Items may be returned to Von Wolf Kennels.
Law
The contract between us shall be governed by the laws of England and any dispute between us will be resolved exclusively in the courts of England.
Data Protection
The Data Protection Act 1998 applies. You may write to the data controller at our place of business above, in order to query what data is held about you. We do not store credit card details nor do we share customer details with any 3rd parties.
Complaints
We take complaints very seriously. If you feel that we really have fallen short of your expectations, please mail us at mail@vonwolf.co.uk and we will listen to what you have to say.

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Vonwolf K9 Sport & Service Dog Equipment Ltd - Company Registration Number: 08421576