Refund policy

Last updated: 12 November 2026

We want you to be happy with your order. This policy explains how to cancel, return or get a refund. It does not affect your statutory rights under UK consumer law.

Cancelling before dispatch

If your order has not been dispatched yet, email us at support@thekennelstore.com with your order number and we will cancel it and refund you in full.

Changed your mind? 14-day right to cancel

  • You can cancel your order for any reason within 14 days of the day you receive it.
  • Tell us by email within that 14-day period, quoting your order number. We will then send you the returns address.
  • Send the item back within 14 days of telling us. Please do not send items to our business address unless we ask you to.
  • Items should be returned unused, in their original condition and packaging where possible. If an item has been handled more than is needed to check it, we may reduce your refund to reflect the loss in value.
  • You are responsible for the cost of returning the item when you have changed your mind. We recommend a tracked service, as we cannot refund items that do not reach us.
  • We will refund the price you paid plus the standard delivery charge within 14 days of receiving the item back (or of you providing proof that you sent it, if earlier).

Exceptions

The right to cancel does not apply to items made to your specification or personalised, or to sealed items that are not suitable for return for health or hygiene reasons once unsealed.

Faulty, damaged or wrong items

  • If your item arrives faulty, damaged, or is not what you ordered, contact us within 30 days of receiving it with your order number and photos of the problem.
  • You can choose a full refund or a replacement. You will not pay any return costs for faulty, damaged or incorrect items, and in many cases we will not need the item back at all.
  • After 30 days, you still have rights under the Consumer Rights Act 2015, and we will offer a repair, replacement or refund as the law requires.

Orders that don't arrive

If your order has not arrived within 30 days of dispatch, please contact us. We will investigate with the carrier and send a replacement or give you a full refund.

How refunds are paid

Refunds go back to your original payment method. Once we process a refund, it can take a few working days to appear, depending on your bank or card provider.

Contact us

Email support@thekennelstore.com with your order number for any return, refund or cancellation request.