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Terms & Conditions

  • Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Kennelpak / Kennelgate's and Pets & Friend's relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our websites.

The term "Kennelpak" "Kennelgate" or "Pets & Friends" or "us" or "we" refers to the owner of the website whose registered office is Kennelpak LTD, Palmer Drive, Off Bessell Lane, Stapleford, Nottingham, NG9 7BW. Our company registration number is 1129627 registered in England and Wales. The term "you" refers to the user or viewer of our website.

The use of our websites are subject to the following terms of use:

  • The content of the pages of our websites are for your general information and use only. It is subject to change without notice.
  • Our websites use cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties: Name, Address, Email Address and Contact Telephone Number.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through our websites meet your specific requirements.
  • Our websitse contain materials which are owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in our websites, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of our websites may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, our websites may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of our websites and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Payment Method

Payment can be made by Visa, Visa Electron, MasterCard, Delta and Maestro debit cards

For all orders, UK VAT is applied at the current rate of 20.00% (where items are VATable).

Product Availability

Unfortunately some products from time to time may be out of stock. We aim to inform you of any out of stock as soon as possible after you have placed your order. We will hold these items on a back order if you wish, but despatch the rest of your order, you will not be charged for additional deliveries due to out of stocks.

Delivery Charges & Information

A copy of our delivery charges and related information can be found on our Delivery Information page.

Returns & Exchanges

A copy of our returns and exchanges policy can be found on our Returns Policy page.

Trade Breeder Club Users

The instore breeder club card is unfortunately not avaliable for use online and is for in store use only.

Kennelpak / Kennelgate & Pets & Friends WHIMZEES Subscription Service - Terms & Conditions

Subscription Terms & Conditions apply to products (Products) and services (Services) supply any of the products (Products) listed on our website or (the Site) to you via our subscription ordering facility (Subscription Service). Please read these Subscription Terms & Conditions carefully before setting up any Subscription Service. You should understand that by subscribing to receive any of our Products, you agree to be bound by these Subscription Terms & Conditions.

We take privacy seriously. For a full version of our Privacy Policy, please see

  1. Information about us

The Site is operated by Kennelpak / Kennelgate Pet Superstores / Pets & Friends (we / us). We are registered in England and Wales under company number 1129627 with our registered office at Registered Office: Kennelpak Ltd , Palmer Drive, Stapleford, Nottingham NG9 7BW. Our UK VAT registration number is 279 6952 32.

  1. How the contract is formed between you and us.

2.1 It is possible to set up a subscription using guest access however to use the full functionality of your account, you will be required to set up a Shopify account via the the website  You may request to set up a Subscription Service for certain Product(s) advertised as being available for subscription on the Site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your subscription request.

2.2 After submitting your subscription request, you will receive an e-mail from us acknowledging that we have received and accepted your request to set up a subscription and giving you an invoice number and a summary of your Subscription Service at this point the contract between the customer and Kennelpak / Kennelgate / Pets & Friends is formed.

2.3 An email confirming dispatch email will be sent to the customer to confirm the dispatch date and delivery time frame of 3 - 5 working days.

2.4 We may choose not to accept your order for any reason and we will not be liable to you or to anyone else in those circumstances.

2.5 We may be unable to process your order if:

the Product you ordered is out of stock or discontinued; or

there is a problem with authorisation of your payment

  1. Subsequent Subscription Service orders

3.1 Each subsequent Subscription Service order will be confirmed via emails confirming receipt of payment and dispatch confirmation once the Products have been dispatched. The contract will relate only to those Products which are detailed in the dispatch confirmation.

3.2 Your Subscription Service will remain in effect until it is cancelled.

3.3 If a subsequent Subscription Service order fails (for example, the Product is out of stock or if there is a problem with authorisation of your payment), we will try a further two times to generate the order for you. We will send you an email each time. If the order fails three times your Subscription Service will automatically be cancelled and we will send you an email to advise you of this.

3.4 If any Product is no longer available, we will notify you of this. You will then be able to cancel your Subscription Service and set up a new Subscription Service for an alternative Product if you wish.

  1. Pausing the subscription

If you need to pause your subscription, please email 10 days prior to the next scheduled dispatch date. Subscriptions can be paused for 1 delivery (28 days).

  1. Delivery

5.1 For Subscription Service orders we can only deliver the Product(s) by our subscription delivery method, Royal Mail 48.

5.2 We will dispatch all Products comprised in your Subscription Service order at the same time albeit on some occasions in multiple packages. Delivery will be made to the delivery address specified in your order. Delivery is free on all online orders for UK addresses. We reserve the right to change this at any time. We cannot deliver items within the same order to multiple addresses.

  1. Risk and Ownership

6.1 Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.

6.2 Ownership of the Products will pass to you on: delivery of the Products; or us receiving full payment of all sums due in respect of the Products, whichever is the later.

  1. Price and Payment

7.1 The price of any Product(s) will be as quoted on the Site from time to time, except in cases of obvious error. The discount for the Subscription Service is calculated based on the full selling price of any applicable Product(s). The amount charged to your account for each Subscription Service order will be as detailed in the Dispatch Confirmation and will be the price of the Product(s) on the day your order is processed, less the applicable Subscription Service discount. These prices include VAT at the applicable local rates.

7.2 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation. Kennelpak / Kennelgate / Pets & Friends reserves the right to change the promotional benefits available with the Subscription Service, including the Products to which such promotional benefits apply and the discount amounts at any time at its sole discretion. All changes will apply to future Subscription Service orders and any such changes will be notified to you in advance of your next order.

7.3 We cannot complete your order until you have paid for it in full.

7.4 The Site contains a number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. If a Product's correct price is different from the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

7.5 From time to time the Site or our stores may offer discounts on selected Product(s) which may mean that these Product(s) will be cheaper than the subscription price. You will not be able to sign up to the Subscription Service at these special promotional prices.

7.6 We may from time to time, at our sole discretion, add or remove any Product from the Subscription Service.

  1. Our Cancellation, Returns and Refund Policy

8.1 You can cancel your Subscription Service at least 10 days before the Product(s) are due to be dispatched by logging into your account here

8.2 If you are not 100% happy with your purchase from Kennelpak / Kennelgate / Pets & Friends you can return it to us within 30 days of your order being dispatched. All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund if the item has not been returned to us in a saleable condition.

To return your item just follow these easy steps:

  1. Pack everything up securely. Please include a copy of the invoice that you received with your order.
    2.Please tell us the reason for your return. You can always do this beforehand by emailing us at so we know to expect your package.
    3. Post back to us at the address below. For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us, as we are not liable for any loss or damage whilst in transit.

You will be refunded the original price paid for the goods in question; excluding any original delivery charges you may have occurred. Please note that you are responsible for the costs of returning the item.

Our returns address is:
Subscriptions Returns
Palmer Drive

If you have any questions please contact us by email

8.3 Our policy on cancellations, returns and refunds does not affect your statutory legal rights under the Consumer Rights Act 2015 or the Regulations. If you have further questions regarding your legal rights please contact your local Citizens’ Advice Bureau or your local Trading Standards Office.

  1. Our liability

9.1 We are under a legal duty to supply Products that are in conformity with the contract. We accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).

9.2 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.

9.3 You must follow any advice we give you to keep Products we supply to you safe (including any instructions or product manuals provided with the Products). We cannot accept liability for damage to Products we have supplied which is caused by your failure to follow this advice.

9.4 Nothing in this section 9 or elsewhere in our Subscription Terms & Conditions affects your statutory legal rights.

  1. Notices

Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.

  1. Events outside our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.

  1. General

12.1 If any of these Subscription Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Subscription Terms & Conditions and the remaining provisions shall remain in full force and effect.

12.2 We have the right to revise and amend these Subscription Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.

12.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Subscription Terms & Conditions.

12.4 You and we agree that English law applies to these Subscription Terms & Conditions and that any dispute between us arising out of or in connection with these Subscription Terms & Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom or the Republic of Ireland, in which case the applicable law of that part of the United Kingdom or the Republic of Ireland will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.

  1. Contact Us

If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to contact us -

  1. Updates

These Terms & Conditions were last updated in March 2020