Shipping & Returns

Order Processing & Production Times

All physical products are made to order.

Custom Dog Collars
Materials are ordered specifically for each design. Please allow 4–6 weeks for production before dispatch.

Custom Snuffle Mats
Each mat is handmade to order. Please allow up to 2 weeks for production before dispatch.

Production times are estimates and may vary slightly depending on demand.

Shipping

Physical products are dispatched via Royal Mail once completed.

Delivery timeframes provided by Royal Mail are estimates and are outside of our control once the item has been posted.

If your parcel is delayed or believed to be lost in transit, please get in touch and we will assist where possible.

Bespoke & Made-to-Order Items

All collars and snuffle mats are custom-made to your chosen specifications. As such, they are exempt from the 14-day cancellation period under the Consumer Contracts Regulations 2013.

Returns are therefore not accepted for change of mind on bespoke products.

Customers are responsible for providing accurate measurements and selecting appropriate specifications prior to purchase. If you are unsure, please seek clarification before placing your order.

Faulty or Damaged Goods

All items are inspected prior to dispatch.

If an item arrives damaged or develops a fault within 30 days of receipt, please contact us within 48 hours of delivery using the website contact form.

In accordance with the Consumer Rights Act 2015, customers are entitled to a repair, replacement or refund where goods are confirmed to be faulty, not as described, or unfit for purpose.

All claims are subject to inspection. Where required, the item must be returned for assessment. Refunds or replacements will only be issued where a genuine fault in materials or workmanship is identified.

Damage resulting from misuse, excessive force, incorrect sizing, chewing, normal wear and tear, or failure to follow safety guidance does not qualify for a refund.

Photographic evidence may be requested prior to return.

Product Use & Responsibility

Collars and enrichment products should be used appropriately and checked regularly for signs of wear.

Snuffle mats are enrichment tools and pets should be supervised during use. They are not designed to be chewed or ingested.

KSK9 Dog Training & Behaviour cannot accept liability for damage or injury resulting from improper use or lack of supervision.

Digital Training Packs

Training packs are delivered electronically.

By purchasing a digital product, you agree to immediate access and acknowledge that your right to cancel under the Consumer Contracts Regulations 2013 is waived once download or access begins.

Due to the nature of digital content, refunds are not offered once access has been granted.

If you experience technical difficulties accessing your purchase, please use the contact form and assistance will be provided promptly.