Refund policy

Last updated: 12 November 2026

Kennelby is a trading name of ZAHRA LOGAN LIMITED, a company registered in England and Wales (company number 17574135). Registered office: 162 Monega Road, London, England, E7 8ER. Email: hello@kennelby.co.uk

This policy does not affect your statutory rights.

1. Changed your mind? You have 14 days to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order for any reason within 14 days, starting the day after you receive your goods. If your order arrives in several parcels, the 14 days start the day after the last parcel arrives.

To cancel, email hello@kennelby.co.uk with your order number and a clear statement that you want to cancel. You may use the model form at the end of this policy, but you do not have to.

After you tell us, you have a further 14 days to send the goods back.

2. How to return an item

Email us first at hello@kennelby.co.uk with your order number. We will confirm your return.
Send the item to: Kennelby Returns, 162 Monega Road, London, E7 8ER, United Kingdom.
Pack it securely, in the original packaging where possible.
For change-of-mind returns, you pay the cost of sending the item back. We recommend a tracked service, as you are responsible for the parcel until it reaches us.

3. Your refund

We refund the price you paid for the goods. Delivery is free, so there is no delivery charge to refund.
We refund within 14 days of the day we receive the goods back, or the day you give us proof of posting, whichever comes first.
We refund to your original payment method and do not charge a fee for refunds.
You may handle the item as you would in a shop to check it. If it has been used beyond that, or damaged, we may reduce the refund to reflect the loss in value.

4. Faulty, damaged or wrong items

If an item arrives faulty, damaged or not as described, email hello@kennelby.co.uk with your order number and a photo. Under the Consumer Rights Act 2015 you are entitled to a full refund within 30 days of delivery, or after that a repair or replacement (and a refund if that fails). For faulty, damaged or incorrect items we cover the return postage, or we may not need the item back at all.