Welcome to the new Dog & Bone website!

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terms & conditions

  1. General
    1. These terms and conditions set out the basis on which you can use our website and place orders for items from dog & bone limited. By ordering goods from dog & bone limited you are deemed to have understood and accepted these terms. The supplier of the goods featured is dog & bone limited ("d&b", "we", or "us").
    2. You may contact us by email at hello@dog-and-bone.co.uk. Telephone calls to and from dog & bone may be recorded or monitored as part of our efforts to further improve service to our customers.
    3. We may contact you for marketing purposes by e-mail, mail or telephone with relevant offers from dog & bone. We may also contact you for market research purposes. 
  1. Data Protection
    1. Dog & bone do not disclose buyers' information to third parties other than when order details are processed as part of order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

    2. Data collected by us is used to take and fulfil customer orders, administer and enhance the site and service, disclose information to third-parties for goods delivery purposes and inform you of seminars we think may be of interest to you. Placing an order on this website will automatically add you to our mailing list, however, you will always be given the option to opt-out of receiving these e-mails.

  1. Goods - Orders
    1. Orders will not be despatched until payment has been received in full and our order handling agency has confirmed this.

    2. A contract is formed between dog & bone and you when we despatch the goods you have ordered. Until the goods are despatched the order may be cancelled. Exceptions apply to personalised items and goods made to order, which cannot be cancelled once you have received e-mail confirmation that your order has been accepted. If you are ordering from outside the UK, our payment partner will convert your order into your relevant currency.

    3. All orders for products are subject to availability.

  1. Goods – Delivery
    1. We aim to despatch your order within 24 hours. However, this may take longer during busy periods.

    2. We do not charge for standard delivery within the UK. Items posted (within the mainland UK, excludes Northern Ireland) are sent by Royal Mail Second Class or similar. If you'd like your order delivered urgently, we offer a Royal Mail Next Day service for £8.60 but your order would need to be in by 3pm to catch this. Please note that when Dog and Bone are involved in seminars this option may not be available.

    3. Charges for overseas orders are calculated at the checkout and will be quoted before dispatch. 

    4. KONG orders (where stock is available) are normally dispatched within a week of payment.

    5. Between mid November 2017 and mid January 2018, we will be operating on reduced staffing so please allow 2 weeks for KONG deliveries during this period.

  1. Goods – Returns and Refunds
    1. Please quote your order number and contact details in all correspondence.

    2. Goods found to have been damaged on arrival should be returned immediately.  They must be returned to the address shown within the Contact Us section of our website. You must inform us within two working days if the goods appear to have been damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. You will be reimbursed for postage and a full refund will be given.

    3. We would aim to refund or re-credit any monies owed within 30 days.

    4. Please inform us if the goods have not arrived after one month of dispatch.  In the case of items sent via Royal Mail, claims can only be investigated 28 days after dispatch and must be made in writing within 40 days of dispatch.

    5. If you have decided against a purchase, you may return any item at your expense within 10 working days of receipt.  If the item is returned in a new and unused condition, in the original packaging and packaged with care to ensure it is not damaged in transit, you will be issued with a refund for the item. However, the cost of posting the item to you will be deducted from the refund unless you paid a postage fee with the original order.

    6. If you would like to exchange an item, for example a harness for a different size, it needs to be in a new and unused condition (including having the tags still attached) and packaged with care. It would need to be returned at your expense and we would require you to also cover the cost of sending the replacement.

    7. Returned items which are not in a new or unused condition will not be credited unless they are faulty. All products are sold on the basis that they are suitable for the use described by the manufacturer.

    8. Where a product has a security seal, a refund or exchange will not be given if the seal is broken.  If the product is a Haqihana lead or harness, no refund will be given if the tags have been removed or damaged.

    9. Gift cards and vouchers cannot be returned or exchanged for cash.

    10. No returns or refunds can be given on any food products.

    11. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at www.legislation.gov.uk/uksi/2000/2334/contents/made

  1. Learn Event / Seminars – Content

    1. We have no control over the content of the seminars and workshops and cannot be held liable for the opinions expressed or the actual content. Publicity and marketing text to promote the learn events is provided by the speaker and any complaints should be made to them directly.

  1. Discounts

    1. Discounts may available for groups, students and anyone working with a dog charity. These are available on request. Evidence of charity worker/volunteer or student status may be required at the event.

  1. Learn Event / Seminars – Cancellations and Refunds

    1. We hope you understand that when we plan seminars and workshops, venues, caterers and speakers require firm commitments (in the form of non-refundable deposits) from us in order to secure their services on the dates we require.

    2. If you find you are unable to attend an event, we are happy for you to offer your place to someone else.  We would just need you to let us know and for you or they to pass on their details so that we can contact them. 

    3. If, however, you need a refund we have established a sliding scale of refunds in relation to how much notice you are able to give. If you e-mail or phone us within the following time frames you can request a full or partial refund as follows:

  • 100% of fees paid – 3 or more months from the date of event. (see note below *)
  • 75% of fees paid - 1 or more month but less than three months from the date of event.
  • 50% of fees paid – 1 or more week but less than one month from the date of event.
  • No refunds are given less than one week from the date of the event.
* Please note: If you have paid for your seminar place through PayPal, they apply a fee to Dog & Bone for this.  This fee is not refunded beyond 60 days of the date of purchase.  Therefore, refunds issued by Dog & Bone beyond the 60-day limit will be less 5% to take account of this.
  1. Payments
    1. We accept all major credit and debit cards with the exception of American Express. The card must be registered to the address where your delivery is being shipped.

    2. We are unable to accept cards that are due to expire within the next 5 days. Card details are checked and verified by a third party and goods are despatched once authorisation has been obtained. All payments made in our online shop are handled by a secure third party payment handling company and no credit card numbers are held in clear text on any website.

  1. Prices
    1. The prices quoted are those ruling at the time of production. Due to circumstances beyond our control, prices may have to be altered, including any alterations to the rate of value added tax where applicable. The correct price will be shown on your invoice. All prices shown are cash prices in sterling. We reserve the right to accept or reject orders or to request part payment.

    2. Prices of goods displayed in and ordered through the website may differ from prices at live events and seminars. 

  1. Complaints
    1. If you do have a complaint please write to dog & bone, or call 0800 882 4015. Dog & bone welcomes and learns from complaints. We aim to deal with complaints speedily and sympathetically. All complaints are logged, investigated and replied to.

  1. Copyright
    1. © Copyright 2010 dog & bone Limited, company number 7390498. Registered address 7 Wortham Road, Royston, Herts, SG8 9UE - all rights reserved.

payments accepted via Visa, Visa Debit, JCB, Mastercard, Maestro, and PayPal