Terms & Conditions

Dog Safety & Comfort
Account Registration
Pricing
Payment Process
Product
Delivery
Cancellation & Returns

Introduction

Please read these terms and conditions carefully before using our, (“Rokabone”, “we” or “us”) website www.rokabone.co.uk or “www.rokabone.com (“Website”). Using this Website indicates that you, the customer (“you” or “your”) accept these terms and conditions of use. If you do not agree with anything written in these terms please do not use this Website.

We reserve the right to modify these terms and conditions without notice and we recommend that you should view them each time you visit our Website. Your use of this Website signifies your agreement to these terms and conditions. They constitute a contract between you and us governing your use of this Website. If you are a consumer your statutory rights are not affected by this agreement. We make every effort to ensure that accurate up-to-date information is used on this site but make no warranties as to the accuracy of such information.

This site is controlled and operated by Rokabone from its offices in England in the United Kingdom. Rokabone makes no representations that materials in this site are appropriate or available for use in other parts of the world. Those who choose to access this site from other locations do so at their own risk. Rokabone makes no representations or warranties of any kind with respect to this site or its contents. Rokabone is providing this site on an "as is" basis and disclaims all warranties including warranties of merchantability or fitness for a particular use.

The Internet is an unstable medium and we do not guarantee uninterrupted or error-free service and accept no responsibility in respect of such interruptions or errors.

Dog Safety & Comfort

You are responsible for the safe usage and appropriate product selection for the type and individual temperament of the dog for which the item is intended. Please refer to the ‘How to Measure’ and ‘Collar Size Guide’ on the Sizing page to help you select the correct collar size. The collar should be fastened with room for two fingers to slip comfortably between collar and the dog’s neck. Although all our collars are made to be durable, for dog comfort and safety, slimmer styles may be inappropriate for direct connection to a lead if your dog is strong and prone to excessive pulling. In this case we recommend you choose a wider collar option or connect the lead to a harness.

Account Registration

When registering, the user name and password selected by you are personal to you and it is your responsibility to keep them secure. You must protect your user name and password and any breach of security must be notified to us immediately. You agree to accept responsibility for all activities that occur under your account or password. We reserve the right to terminate accounts or cancel orders at our discretion. Of course in the unlikely event we do cancel an order, it will be without charge to you.

We will require you to fill in some personal information in order to process your request. Please read our Privacy Policy for more information regarding our data handling policy. Please make sure all the required personal information given by you is sufficient and accurate in case we need to contact you and so we are able to successfully dispatch your goods.

Pricing

All prices are quoted in Pounds Sterling (£) and include UK sales tax (VAT) at 20%, where applicable.

Prices do not include delivery cost; these are shown in the final billing page and are added separately to the total order amount. Please refer to our Shipping page for further details.

We reserve the right to amend the pricing without prior notice.  Prices in your order request are confirmed when we send you an order confirmation e-mail.

Payment Process

We accept payment by secure Paypal or by Visa, MasterCard, Maestro and Solo with secure Worldpay. We regret we cannot accept payment by cheque or cash.

Please do not send any payment details to us by email as we cannot take responsibility or guarantee the security of any data sent by email. We will not be liable to you for any losses caused as a result of unauthorised access outside our control to the personal and transactional information you provide us when placing an order.

When you reach the final billing page please check all the order details and personal information are accurate and correct.  Once satisfied you will press ‘Proceed’ to confirm order request, we will then immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised, your card issuer will hold this value in expectance of a charge from us shortly. 

Order Confirmation

We will automatically send an order confirmation e-mail notifying the details of your order, you may wish to print or save the confirmation e-mail for your future reference. Receipt of your credit card details and debit of payments does not constitute our acceptance of your order. All orders for goods are accepted only once we send a delivery confirmation e-mail informing you that the goods have been dispatched.

Although we aim to keep stock information up-to-date on the Website, we still accept orders subject to availability. Where items have unexpectedly sold out or cannot for some reason be delivered we will contact you by e-mail or telephone to inform you of this. You will have the choice to select an alternative item equivalent in price or you can take the opportunity to cancel all or part of your order. If for any reason we are unable to contact you on the personal details supplied by you, we will cancel and refund you this part of the order and process and dispatch the rest as usual.

Product

Colour appearance on this website will vary on different consoles and a slight variation is inevitable, therefore, colours of the product on this website should be taken as a guide only and not exact.

Leather is a natural material. Slight colour variation, irregular grains and blemishes are unique features of leather and the tanning process. These are not defects and give each Rokabone product its unique appeal.

Please refer to and follow our collar and lead care guide enclosed with the items purchased in order to get the best performance out of your Rokabone Items.

Delivery

Rokabone will use all means possible to carry out our obligations within a reasonable length of time. We aim to dispatch all goods within 3 working days of sending your order confirmation email but during busy times it may take up to seven working days. Delivery to the UK is via Royal Mail or our chosen courier, depending on the value of the goods sent in the consignment.

Fast Track

If you need the goods quickly or by a particular date please email sales@rokabone.co.uk or call us on +44 (0)20 7354 5352 and we will do our very best to fulfill your requirements.

International Delivery

Rokabone happily ships orders to countries outside the United Kingdom (UK).
We currently also deliver to the European Union, United States, Japan and Australasia. Please refer to Shipping page for further details.  Rokabone currently does not deliver to international countries outside these aforementioned territories. Overseas orders are dispatched by Airmail.

Customs & Duties

If your delivery address is outside the European Union, no sales tax (VAT) will be added to your order. However, if you order goods to be delivered outside the European Union they may be subject to import duties or taxes when they arrive in the country of delivery. Any customs, import duties or taxes payable in the customerís country are solely the responsibility of the customer. We will not refund any duties or taxes incurred if you decide to cancel your order or to return any goods to us for exchange or refund.

Cancellation & Returns

You may cancel your order at any time after you have placed it and within seven working days after the day the goods were received. Goods should be in a good unused condition with all the original packaging and tags.

How to cancel your order…

Contact us by e-mail on care@rokabone.co.uk to obtain a ‘Returns Number’ (RN) within seven days of receiving your goods

Goods must then be returned within seven days of obtaining your Returns Number (RN). Items together with the sales receipt should be secured within the box in which they were sent with the RN written clearly on the outside of the box. Goods are to be posted First Class at your own cost for return or exchange as required. You may also want to insure any goods being returned, as we cannot be responsible for any items lost or damaged in transit back to us. Please send returns to…

Rokabone Studio
140b Drayton Park
London N5 1LX
United Kingdom

After we receive the goods and are happy with condition of return, we will reimburse the order value or exchange as required. Unfortunately we cannot refund original delivery charges, and in the event of exchange we may require further payment to cover cost of re-delivery.

Damaged or incorrect goods

In the event the goods received were damaged in transit or incorrect we will reimburse reasonable delivery costs in the case of a return and we will cover the costs of re-delivery if an exchange is requested. In the case of goods being damaged or incorrect you must inform us as soon as possible after receipt of the package and then follow the returns procedure above.

Copyright & Trademarks

All rights reserved. All designs belong to Rokabone and our licensors.

The images, text, icons, animation and other contents or arrangements of this Website in whatever format belong to Rokabone or the original creator of the material.

The stylised Rokabone name and tag-lines on the Website are the registered and unregistered Trademarks of Rokabone and our licensors.

By using the Website you agree to respect our intellectual property rights. Copying, republication, redistribution, retransmission or commercial exploitation of the contents of this Website is strictly prohibited without our express written consent. You may, however, copy material that is needed solely for the purpose of helping you place an order with us, and for this purpose only.

Links

We kindly request you do not to create any links to Rokabone.com or Rokabone.co.uk Websites from another site without consent from us in writing.

We are not responsible for any other sites linked to our site. The inclusion of any link to these sites does not imply approval by Rokabone of the site. We reserve the right to refuse access to this Website.

Governing Law

Any claim or cause of action may only be brought in England and you agree to submit it to the exclusive personal jurisdiction of such courts. You agree to waive any objection and submit to the jurisdiction of the English Courts in the United Kingdom, as we do.

Queries

If you have any further queries regarding our terms and conditions please do not hesitate to e-mail us on care@rokabone.co.uk or by writing to…
Rokabone Customer Care
140b Drayton Park
London N5 1LX
United Kingdom

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