We're still fulfilling orders safely within Covid guidelines - read more.

Own your own dog related business? Become a trade customer - more info

All products proudly made in Great Britain

Returns

We know that you will be pleased with your purchases from Gencon-allin1.co.uk. However, there may be occasions when you will need to return items to us.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, they should be returned in their original packaging complete with any documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via cheque or your original payment method and reimburse your reasonable return carriage costs.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it’s more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty replacement or repair. For business customers all warranty claims after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated).
Need to return an item?
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with any documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via cheque or your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be ‘as new’ when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received, Gencon Limited will issue a full refund for the product via cheque or your original payment method. Please note this policy has some limitations and does not apply to business customers.
Returns frequently asked questions (FAQs)
What is the best way for me to return my items to you?

We always advise our customers to use some form of delivery that requires a signature on delivery. You should return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly.

The goods were shipped to my billing address and not the shipping address!
Please accept our sincere apology if this has occurred; on rare occasions an accidental mishap can happen. Please let us know and we will provide you with a discount coupon on your next order, alternatively ship the goods back and we will reimburse your postage and re-supply the goods to the correct address.
I have received an incorrect item, what should I do?

You should return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly.