[extracted from full Terms & Conditions]
5a 30 Day Money Back Guarantee (Mekuti Trial Period Guarantee)
The 'Trial Period' to test the equipment in the dog's own situation of 30 DAYS has now been extended to 45 DAYS. The number of days starts from the date of DELIVERY, not the date the order was placed.
5a.1 The Mekuti Trial Period Guarantee covers Mekuti branded items sold by MEKUTI on this website for a period of 45 days after receipt of the items. The Mekuti Trial Period Guarantee does not cover Mekuti branded items sold by any third party, such as qualified dog trainers. Any item returned under this guarantee (and within the qualifying period) is eligible for a full refund of the goods value. Returns within 28 days will also be refunded with the Standard UK P+P rate at the time of purchase.
5a.2 We recommend that you obtain proof of posting for returned items. Statutory rights under the Distance Selling Regulations are unaffected. The 30 Day Money Back Guarantee or 'Trial Period' does not extend to equipment sold on to a third party.
5a.3 This 30-Day Money Back Guarantee covers for general usage of equipment for a trial period, MEKUTI retain the right to extend this period in certain circumstances where re-training or instruction may be involved. The intention is that the buyer has a fair opportunity to trial the equipment to ensure it is suitable. In return the buyer must take care of the equipment during that time and maintain it in a serviceable and potentially re-sellable condition, ensuring the dog does not get an opportunity to bite or chew or cause any damage to any part of the equipment in any way.
5a.4 Mekuti Harnesses and Leads ARE NOT BITE OR CHEW RESISTANT and can be bitten through to failure.
Mekuti cannot offer refunds for harnesses, leads or other items that have been damaged or broken by dogs chewing or biting the material or damaging the plastic clips. In order to reduce the likelihood of this happening, it is best not to leave your dog unattended and that the harness is fitting comfortably (especially not too tight). Be particularly mindful if your dog is a puppy or under 18 months old. ALL young dogs like to chew, especially the ones which look the most innocent.
5a.5 Returned items for REFUND must be received by MEKUTI no later than 65 days from the date of original purchase after which only a discretionary partial refund will be applicable.
5a.6 If a returned item is damaged or needs to be laundered after it is returned it may effect our ability to refund the total amount and only a partial refund may be applied. Please also see Clause 6 below for further information on Returned Items.
5a.7 A RETURN NUMBER is NOT REQUIRED before sending anything back either for a Refund or Exchange. However, the Sender and Order need to be identified, so please write your Last Name and Invoice No on the outside of the box. It is helpful if you send us an email and short note within the box to let us know what you intend to do so we can match things up when your return arrives.
5a.8 IMPORTANT: For Mekuti products purchased through a third party or reseller, please refer to them for their own Returns and Guarantee Policy.
Please be aware that the MEKUTI landline number is also our family house phone.
Outside of normal business hours, it is ideally for domestic use only e.g. during evenings, weekends and certainly any day before 10:30 am when we are usually attending to the cats and dogs! Your call may still be answered but we are not really 'open' during these traditionally non-business hours. Having said that, we also respect that sometimes people can only make their own personal calls during evenings and weekends so we will always be as accommodating and helpful as we can.
5b Returns for Exchange.
5b.1 Items for EXCHANGE must be notified in advance. Last Name and Invoice Number should be written clearly on the outside of the package, so the sender can be identified. We recommend a proof of posting is obtained just in case anything goes missing, in which case a claim may be made to Royal Mail.
5b.2 Shipping charges for Exchanges for Colour
EXCHANGES for COLOUR will be despatched on receipt of the item to be exchanged free of charge. If the CUSTOMER wishes Items to be despatched on request, a nominal shipping charge will be applied at the lower standard rate (currently £3.90) and must be paid in advance.
5b.3 Shipping charges for Exchanges for Size
For EXCHANGES for SIZE, shipping will be charged at the lower standard rate in addition to, or apportioned against the difference in price of the items. These exchanges will be sent out on request and upon receipt of any payment required.
5b.4 Shipping charges for INTERNATIONAL EXCHANGES of all kinds will be charged at the lower rate for the area of destination. Handling, Import or Customs charges which may have been applied by the receiving Country cannot be refunded.
5b.5 All returned items must be clean, free from animal smells and free from hair or fur and may be subject to a minimum of £3.60 handling charge.
5b.6 IMPORTANT: Items to be returned for EXCHANGE must be received within 28 days from the date of exchange. Items not received by that time will be invoiced in full with settlement due within 14 days of invoice.
6. Cancellations and Refunds
6.1 If the Buyer wishes to cancel the order before the goods have been despatched, MEKUTI must be notified by email or letter stating your name, address and order number and that you wish to cancel the goods. If you wish to cancel the order after you have received the goods this is covered under the thirty day guarantee as stated in Section 5 (above). There is no need to obtain a RETURNS NUMBER but it is helpful to let us know in advance. The correct postage for the return must be paid to return the Order but only the value of the goods and the original P+P can be refunded.
6.2 Under the Distance Selling Regulations (2000), the Buyer has a duty to take reasonable care of the goods whilst in their possession. The Buyer is entitled to a full refund for any of the goods ordered, including 'standard' post and packing.
6.2a Refunds for P+P will be limited to the contemporary charge for the Standard service. This means that orders placed using any PRIORITY TRACKED option will be limited to amount of the equivalent Standard option at the time or ordering.
6.2b If goods are returned using a 'store to store' service where we have to go out and collect it from somewhere there will be a £6.00 Collection Charge applied and deducted from any Refund amount.
6.2c Refunds for P+P and Shipping of returned items sent to destinations outside the UK will be limited to a maximum of £12.00
6.2d Items sent to destinations outside the UK, but returned by because of failure by the Recipient to pay Duties or any other charges will have the full amount of the original P+P or Shipping deducted from any Refund.
6.3 For goods returned under the 30 DAY GUARANTEE provision and purchased using a Promotional or Trade related code, any refund will be deducted the value of the original discount allowed IN ADDITION to the reduced purchase price applied by the discount code. (Explanation, for clarification: If the discount code reduced the purchase price by 5% then the refund amount will be reduced by a further 5%)
6.4 If any goods are returned damaged then Mekuti retain the right to offer a lower level of refund to reflect any such damage including damage to outer packaging if this reduces the re-sale value. (In exceptional cases this could mean that you receive no money for damaged goods).
6.5 We cannot offer refunds or replacements for harnesses, leads or other items that have been damaged by dogs including chewing or biting any part of the equipment. The Manufacturer's Product Guarantee only applies to faulty workmanship or faulty components such as metal rings, metal trigger hooks and plastic clips which have not been otherwise damaged.
6.5a The metal fixings on harnesses, collars and leads require maintenance after coming into contact with water (particularly sea water) or damp seaside air etc. To avoid rust or discolouration, these parts must be rinsed regularly and treated with a suitable water repellant. All harnesses must be kept and stored in dry conditions and out of any damp areas. Damage caused by failure to do this is not covered by the Manufacturer's Product Guarantee.
6.6 All returned items must be clean, free from animal smells and free from hair or fur and may be subject to a £3.60 handling charge per item.
6.7 Please allow 14 days from receipt of Returned Items for the processing of Refunds back to payment method.
6.8 Items returned marked as 'Return To Sender', or returned because of non-collection, or returned because of non-delivery because of incorrect address details supplied, will have the original P+P charge deducted from any Refund.
7. Warranty
7.1 Subject to the limitations on its liability set out in these terms, MEKUTI warrants that the Products will be free from defects in material and workmanship for a period of one year from the date of delivery. MEKUTI shall be under no liability in respect of any defect arising from fair wear and tear, willful damage, negligence, abnormal working conditions or misuse. If YOU notify MEKUTI of a valid claim under this warranty within the one year period MEKUTI will replace or repair the Product or refund the cost of the Product (not including post and packing), at MEKUTI's discretion, but MEKUTI shall have no other liability to YOU. Please note that if YOU return equipment under this warranty the goods should be in a clean and dry condition.
7.2 TAKE SPECIAL CARE WHEN WALKING NEAR THE SEA – salt will corrode and damage metal parts and may cause increased wear to the webbing which will invalidate the guarantee, consequently it is very important to rinse off any salt water and make sure there is no salt or sand left on the harness.
7.3 It is the buyer's responsibility, important for the safety of the dog, and to ensure the equipment remains in a workable condition to ensure that the dog does not get an opportunity to bite, or chew, or soil the equipment. This can cause the equipment to fail and be unsafe for any kind of use and such damage cannot therefore be covered by the manufacturing defect warranty under this clause. This means if the dog has damaged the harness, we cannot offer a free exchange. Biting and chewing is a particular danger with young dogs.
7.4 In the case of the Mekuti Balance Harness & Lead system, the equipment is designed to help dogs walk without pulling by using a double-ended lead with two points of contact as described in and in accordance with the instructions. Wear and tear caused by any misuse of the equipment, or by being used under constant tension, or being used with a single point of contact, or being used for any other purpose than those described in the instructions can also not be covered by the manufacturer's warranty.
7.5 Buyers and end users can always contact Mekuti at any date to obtain advice on how to use the equipment or request further guidance within reason or a request copy of the instructions regardless of where the products were bought from, either direct from Mekuti or any reseller.
Reviewed: 01–07–2024 (For our American cousins, this update was made on the 1st of July, not January the 7th!)
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