HERE AT SWAGK9 WE AIM FOR COMPLETE CUSTOMER SATISFACTION.
If you do need to contact us about any issue with an order please read through the terms and conditions and contact us via email and we will be contact you as soon as we can to help you.
TO CONTACT US:
We are an internet based company so for the fastest response please email us at info@swagk9.co.uk or use the contact form on the website.
We may provide you with an office phone number to contact us if required, however, this is not manned, and therefore not our chosen method of communication, please always email us in the first instance.
All goods remain the property of SWAGK9 until payment has been received.
Whilst every effort is taken by us (South West Agility Goods) to ensure all of our products are safe for use in their intended application, we will not accept responsibility for any damage, injury or otherwise caused by the use of our products. All of our products are interactive training/reward toys, they should never be left with a dog, and only used under supervision. No item is declared chew proof, all are designed for interactive work with your dog and normal tugging behaviour, due to the nature of some materials not all toys will be suitable for all dogs.
PAYMENT
For ease of use our website has an integrated shopping cart. Items can be selected from our online shop which will be placed in a shopping cart. When you are ready to place the order go to the shopping cart and check out using your debit/credit card with our integrated Stripe payment.
All payments are made using a secure server making your details 100% safe and ensuring your peace of mind.
Vouchers
Use of Discount Vouchers/Prize Vouchers: These voucher types are non-transferable, for online based, full price orders only. Vouchers may not be combined. Discount/Prize Vouchers have an expiry date of 6 months. (This does not include Gift vouchers – these can be used in conjunction with other offers, vouchers and at trade stands as well as online).
DELIVERY
It is the customers responsibility to ensure they provide the correct shipping address, we hold no responsibility for items not received if details entered are not correct at completion of order, please make sure your Address and Postcode are correct. If an item is attempted for delivery and you are not available, and do not arrange to pick it up if a card is left, then we will let you know when the item is returned to us and try to resend at this point. We will not refund items that have been attempted to be delivered .
You must notify us within 15 days of your order if you have not received your order, we are unable to process any request after this.
Delivery outside of Mainland UK
We reserve the right to charge additional postage for orders outside of the UK, any extra charge will always be at cost. All orders outside of the UK will go via Customs and charges requested by the customer’s customs department is the responsibility of the customer not SWAG. At the point the parcel is received in the designation country it is no longer the responsibility of SWAG, all responsibility and cost lies with the customer until such a time the parcel is received back, undamaged, to South West Agility Goods. SWAG will refund, minus any costs incurred the cost of the product but not shipping, once the parcel is received to us, and not before. If you would like to discuss shipping insurance or booking in shipping yourself to collect your order please email us before you place an order and we can put this in place for you, otherwise all costs will be the responsibility of the customer.
RETURNS, REFUNDS, AMENDMENTS AND CANCELLATIONS
Returns must be received within 14 days. These items must be returned in an unused, resalable condition with all packaging where applicable, except where a product is faulty. After 14 days we are unable to refund any part of the order.
We must be notified of faulty items within 48 hours of delivery. Please remember that we do not in any way guarantee against biting through, or chewing of materials. We withhold the right to determine if an issue is a material or manufacture fault or at fault of the dog biting through material/not tugging appropriately. Please also consider that some materials are softer than others therefore please consider if the material is appropriate for the dog’s strength. Dog stripping natural materials from a tug is not included in our returns policy.
Please ensure you have proof of postage if you are returning an item to us, we will not be able to offer a refund on items if we do not receive the item. We will not accept returns outside of 14 days for refunds or faulty items.
Where an exchange is requested you will be required to pay a delivery fee for the dispatch of your new item and cover the cost of returning the item to us. Returning the item to us is the customers responsibility and no exchange or refund will be issued without the item arriving back with us. Exchanges will only be dispatched upon payment of the difference and/or receiving of the unwanted item where applicable.
Certain items may carry an ‘admin fee’ for an exchange. This will be items which are bespoke and made to order that we will be unlikely to re-sell on the website. Most bespoke items are often non refundable/exchange and therefore we feel this gives the customer an option to change their mind still, or exchange for another colour, size etc. The fee is £10 per item. Some items are non-refundable and this is clearly marked on the page of the product.
SWAG reserve the right to send a substitute item on personalised colour options, we will always choose as near to possible as your individual requests, colours may vary and we will do our best to send the closest match to your individual requests.
SWAG items are handmade and in some cases use natural materials (sheepskin, rabbit) and therefore there may be variations in size, colour, length etc. We will always aim to send out the highest quality items. Leads and headcollars may vary in length slightly and will not be deemed faulty if slightly longer or shorter, if a certain length/size is important to you, or for headcollars where your measurement is near the cut off for the next size we always recommend you contact us first, or add a note to the order. Headcollar sizing denotes the absolute maximum possible, so we always recommend the next size up or we can make bespoke sizing for your dog. We will not offer a refund of postage for incorrect size unless we have fitted the dog’s headcollar in person. We will of course offer an exchange for brand new condition headcollars to a more suitable size, or make a bespoke size if required.
Where a refund is requested we will refund the original delivery if it is due to a faulty item only and the entire order is being returned. If you are returning a faulty item we will cover the cost of return postage. Any other refund will be minus the cost of originally delivery and cost of return is the customers responsibility.
All refunds will be credited to the original payment method and can take up to 14 working days to show on your statement.
Cancellations and Amendments
If you wish to cancel an order, your payment will be refunded minus any charges that have been incurred. We will not always be able to cancel an order made if it has already been processed/shipped. In this case you would be eligible for a refund (minus charges) once you have returned the item to us in brand new unused condition.
We will not guarantee that any request or amendment made after the order has been placed can be fulfilled. If the request is attached to the order on the notes field we will do our best to meet this request or contact you before sending your order out. This is not guaranteed and we reserve the right to send out the standard item.
Liability
SWAGK9 are not liable for any loss or damage in relation to any product sold
Variation
SWAG shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services, Products, Materials and/or any page of this Website. Colour options on the product pages do not reflect the true colour of materials and SWAG cannot be held accountable for colour, size, length variations that may occur within our products.
Copyright notice
This website and its content is copyright of South West Agility Goods – © South West Agility Goods (2009-2023) © SWAGK9 (2024) All rights reserved.
Any redistribution or reproduction of part or all of the contents in any form is prohibited.
You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.