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Terms & Conditions

Deliveries

K9 Mobility will endeavour to despatch in stock items within one working day.  Orders placed at weekends and on public holidays will be despatched on the next available working day.

UK STANDARD DELIVERY – Using Royal Mail  to UK addresses.

UK EXPRESS DELIVERY – Next working day delivery from date of despatch, using Royal Mail or Courier dependent upon weight. Island & Scottish Highland deliveries may vary between 1 – 3 days.

EUROPEAN STANDARD DELIVERY – 3 – 5 Days (road/air) by Courier to all European destinations outside the UK.
For Dr Buzby's ToeGrips - Up to 3-5 days via Royal Mail Airmail International Tracked & Signed.  

EUROPEAN EXPRESS DELIVERY – 2-3 Days (air) by Courier to all European destinations outside the UK.
For Dr Buzby's ToeGrips - 2-3 Days (air) by Courier to all European destinations outside the UK. Cost: 

Please note:-

  • If the Courier deems an address to be remote there may be a surcharge.  We will contact you should this occur, before despatching your order.
  • All locally applied Customs Duties, Taxes or Fees are the responsibility of the recipient. Should these be refused and the package is then returned to K9Mobility by the courier, the recipient will be charged all return delivery costs.

Exchanges

If you purchase an item that is the wrong size, please return it for a refund, in line with our Returns Policy below, and reorder the correct size.  

Please note, you will be responsible for the cost of returning the item.

Returns Policy

K9 Mobility are committed to selling you quality products with the best possible service, which we hope you will be fully satisfied with.  However, we understand that you may occasionally need to return an item.

You have the right to cancel an order and notify us up to 14 calendar days from the date of delivery and return it for a refund. 

You are responsible for the cost of returning the item back to us, which must be returned in its original packaging and in pristine condition. The extent to which you can handle the item is the same as it would be if you were assessing it in a shop.

All items are inspected on return and items which are dirty and/or with dog hairs, but which are resaleable may be charged a cleaning fee of £10.00. 

Where the condition an item is returned in, is such that the value of the item is reduced as a result of you handling the item more than was necessary, a deduction may be made.  Items returned in a condition where they cannot be resold will be returned to the customer at their expense, with no refund given. 

If you wish to cancel an order, you must return the goods to us at your own expense and are responsible for both the risk of damage or loss when returning the goods.  We recommend that you return the goods using recorded or special delivery or using a tracked courier service with enough insurance to cover their value.

To return an item, please enclose a note stating your reason for return and your order number.  Please ensure the item is packaged securely and is returned to us within 28 calendar days from the date of delivery. Any items returned outside the 28 day period will be returned to the customer at their expense.

Returns Address: K9 Mobility, 4 Monaltrie Way, Ballater, Aberdeenshire AB35 5PS

Refunds will be made within 5 calendar days of us receiving the returned goods and may take up to 5 days to appear on your card statement.

Please note:  For International orders, no refund of shipping charges will be made.

This does not affect your statutory rights and we comply with the Consumer Contract Regulations, June 2014.

Warranty Policy

Help’EmUp Harness – Blue Dog Designs warrants against defects in materials and workmanship for a period of 12 months from purchase.  This does not cover damage due to accidents, excessive wear, unnatural abuse or alteration of the original product. 

Toe-Up Sciatic Sling –  K9 Mobility warrants against defects in materials and workmanship.  We do not cover damage due to excessive wear, unnatural abuse or alteration of the original product.

Dr Buzby’s ToeGrips – We are 100% confident that when used appropriately, ToeGrips improve dogs’ quality of life.  However, if you are not completely satisfied, we offer a 30 day, money back guarantee on this product.

Casting Materials – Casting tape and buffer strips are warranted against manufacturers’ defects.

Orthotic & Prosthetic Spares – All spares are warranted against manufacturers’ defects.  We do not cover damage due to unnatural abuse or alteration of the original product.