Terms and Conditions

Terms and Conditions
For full details on our terms and conditions please contact us.

Company Trading Details
Von Wolf K9 Sport and Service Dog Limited
Company VAT Number 826476700

Our Place of Business is:
Von Wolf K9
Peeks Brook Lane
Smallfield, Surrey

Terms and Conditions of Sale: The Terms and Conditions set out below apply to all transactions on the Vonwolf K9 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.

Privacy Policy: Orders placed at Vonwolf K9 collect your contact information that you have provided including contact name, address, telephone number and email address. Vonwolf K9 will add your email and/or telephone number to the courier company for delivery updates and to help with delivery enquiries. Other than Trustpilot we do not pass any of your details onto any 3rd parties.

Trustpilot: Vonwolf K9 uses Trustpilot as a data processer to help collect feedback and reviews from customers by using your name, email address and order number. Once you make a purchase at Vonwolf K9 you will receive an email from Trustpilot two weeks after the date of dispatch. Trustpilot will not pass your details onto any 3rd parties.

Purchase and Delivery: To purchase from us you must be over 18 years old. All goods are subject to availability and we pride ourselves on our rapid order fulfilment capabilities and seek to dispatch orders placed before 2pm (Monday-Friday) for next working day delivery. However, delays are occasionally inevitable due to circumstances out of our control and will be dispatched as soon as the items arrive. 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 and we will refund any money paid by you without reasonable delay.

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.

Shipping: Items are not considered 'lost' until 14 days after date of dispatch.

Shipping price does not include Saturday delivery – once the order has been dispatched you will be given the tracking number where you can pay the additional costs for a Saturday delivery.

Certain postcode areas will incur a surcharge for shipping, once we received the order, our courier company will provide a shipping quotation and we will email you if there are any extra charges to be paid.

  • The Highlands and Islands of Scotland – postcodes IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17- 26, PH30-44, PH49-50, ZE AB31,AB33-38,AB45,AB52-56,FK17-21
  • Northern Ireland & Republic of Ireland, Isle of Man and Isles of Scilly and Channel Islands – postcodes BT, IM, TR21-25.

Please note – We are unable to ship certain items to offshore Islands.

Surcharge areas/prices are decided by the courier companies, not Vonwolf K9 Ltd.

Price: The price you pay is the price displayed on our 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.

Cancellations and the 'No Quibble' money back guarantee: We will honour your right to cancel your order 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 – mail@vonwolf.co.uk.

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.

Returns and exchanges: Within 14 calendar days your order can be returned for a refund. Please return to the below address with a note included - Your name, order number, address, and reason for return. Once we receive the return and have check the product/s are as new a refund for the price of the product will be applied to your original method of payment. If you wanted to exchange, please reorder the items needed on our web shop.

  • We recommend you ship returns as tracked, Vonwolf K9 is not responsible for lost packages.
  • Vonwolf K9 is not responsible for return shipping costs.
  • After 14 days we reserve the right to refuse opened and/or unwanted goods.
  • You must take reasonable care of the goods.
  • 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.

* We appreciate that due to COVID 19 everything is a little more difficult and takes a bit more time these days. Just contact us at mail@vonwolf.co.uk for further assistance.*

Return address:

Vonwolf K9, Peeks Brook Lane, Smallfield, RH6 9PP

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 will issue a replacement to you or if this item is no longer available, make 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 facility for your convenience which we recommend you use 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).

Order updates, please email – mail@vonwolf.co.uk

Delivery delays possible: We will do our best to get your order to you as quickly as possible, but there may be delays outside of our control because of the Coronavirus pandemic.

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, to query what data is held about you. We do not store credit card details.

Complaints: We take complaints very seriously. If you feel that we really have fallen short of your expectations, please email us at mail@vonwolf.co.uk and we will listen to what you have to say.

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