Cancellations and Returns

 

Last updated: 08/05/2026

This policy explains how cancellations, returns and refunds work at Benchmark Kennels.

This policy does not affect your statutory rights.

Standard products ordered online, by phone or by email

If you buy a standard, non-bespoke product from us online, by phone or by email, you may have the right to cancel under the Consumer Contracts Regulations.

Where that right applies, you can cancel within 14 days of receiving the goods. You then have a further 14 days to return them.

To exercise this right, you must tell us clearly that you wish to cancel.

Returned items must be unused, in their original condition, and returned with all parts and packaging where reasonably possible.

Unless the goods are faulty, damaged or not as described, the customer is responsible for the cost of returning cancelled standard products.

Bespoke or personalised products

If a product is genuinely bespoke or clearly personalised to your specific requirements, the usual 14-day cancellation right may not apply.

This applies where a product is genuinely built to your specific measurements, layout, design or requirements and is not a standard-range item that we could reasonably resell.

If your product falls into this category, we will make that clear during the order process.

Made-to-order products from our standard range

Some of our products are made after order but still follow our standard range, standard sizes or standard options.

In those cases, whether cancellation rights apply will depend on the product and the level of customisation. We will make this clear at the point of order.

Deposits

Where a deposit is taken, it may become non-refundable once materials have been committed, production has been scheduled, bespoke work has started, or delivery or installation capacity has been specifically allocated.

However, we will not rely on deposit wording to remove any refund rights you have under consumer law.

If a cancellation takes place, any amount retained by us will be limited to what is reasonable in the circumstances and linked to actual losses or costs properly incurred.

Faulty, damaged or not-as-described goods

If your goods are faulty, damaged on arrival, or not as described, please contact us as soon as possible.

Please send your order number, your name and address, a description of the issue, and photographs where possible.

Email: sales@benchmarkkennels.co.uk

We may review the issue from the information provided or arrange an inspection where appropriate.

Where a claim is valid, we will provide an appropriate remedy in line with your legal rights. Depending on the circumstances, this may include repair, replacement, replacement part, price reduction or refund.

Inspection on completion

We ask customers to inspect the product and installation on completion and raise any visible concerns with the team before they leave where possible.

This helps us deal with issues quickly, but it does not remove or limit your statutory rights if a fault, damage issue or non-conformity becomes apparent afterwards.

Refund timescales

Where a refund is approved, it will be made to the original payment method where possible.

We aim to process approved refunds within 14 business days of agreement, or if returned goods are involved, within 14 business days of receiving them back.

How to cancel

To cancel an order, contact us using the details below and include your name, order number and clear confirmation that you wish to cancel.

Email: sales@benchmarkkennels.co.uk

Phone: 0114 352 0047

Contact details

Benchmark Kennels

Mitchell’s Industrial Park

Bradberry Balk Lane

Wombwell

Barnsley

S73 8HR

Email: sales@benchmarkkennels.co.uk

Phone: 0114 308 9360