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Kong Holds Terms & Conditions

KONG Holds Ltd Terms & Conditions


We can accept orders through our online store, email, or over the phone. We accept MasterCard, Visa, and PayPal. All orders must be paid for in full before we will post them out. If the issuer of your card refuses to authorise or delays the payment to us, we will not be liable for any delay and / or non-delivery of your order.

All orders are subject to these terms and conditions, and by placing an order using our website, over the phone, e-mail or in store, you are agreeing to them.

References to the ‘company’, ’us’ or ‘we’ refers to Kong Holds Ltd. References to the ‘customer’, ’you’, ’your’ shall mean the person or persons purchasing or agreeing to purchase goods from the company. All references to the ‘Website’, ‘online’ or ‘online store’ shall include all URL’s owned by Kong Holds Ltd, and partner companies.


For next day delivery orders must be placed before 08:00am. Any order placed after this time with next day delivery selected will still be charged the full rate but may not arrive until 2 days after the order was placed. Please note, that any orders placed with next day deliver on Saturdays or Sundays, won’t arrive until Tuesday.

We make every effort to ensure that your order is delivered to you undamaged and in working order, however damage can occur during transport. If your order arrives damaged, missing items or with the wrong items, you must notify us within 7 days. If we receive no such notification the order will be deemed as satisfactory by the customer. Any subsequence returns or exchange after this may incur additional charges as laid out in the Returns & Exchanges section.

We use primarily DHL or Cumbria Logistics but may also use other delivery companies. We cannot be held responsible and accept no liability of any lost order, damaged product(s) or delayed and/or failed deliveries caused by them, as once our order is handed to them it is their responsibility to ensure its delivery.


Return, Exchanges and refunds requests can be initiated by one of the following two options:


By filling in the returns form and posting them back to:

Kong Holds Ltd, Threlkeld Quarry, Threlkeld, Cumbria, CA12 4TT

Please contact the store by phone beforehand and we strongly recommend you use suitable packaging to ensure their safe transit, and use a recorded/insured delivery service, as we will not be held responsible for returned goods lost or damaged in transit.

Download Returns and Exchange Form


If you wish to return or exchange an item that you have purchased online all items must first meet the following criteria, in addition to other conditions outlined below.

  • All Items must be returned in a new and unused condition
    • They must have all the original packaging, labelling and tags
    • Be complete, with any additional accessories or stickers supplied returned as well
    • Returned with the original Receipt/Packing Slip.

If a product is returned and does not meet all of the above criteria Kong Holds Ltd holds the right not to process the refund/return/exchange

This policy is in addition to and does not affect your Statutory Rights.

Items Bought Online


All Items bought online have the RIGHT TO BE CANCELLED within a 14 day period.
1. A cancellation request must be submitted within 14 days of purchase either byEMAILor phone – 017687 79959
2. Orders cancelled within 14 days will receive a full refund including postage and surcharges
3. It is up to the customer to pay for the return postage
4. TheRETURNS FORMwill need to be filled in and forwarded to Kong Holds Ltd
5. Proof of postage must be obtained and a copy EMAILED to Kong Holds Ltd
6. The Item must be returned within 14 days of the cancellation request
7. The refund will not be processed until the item has been received instore and items checked to ensure they meet all the criteria outlined above.

Returns and Exchanges Within 30 days

Most items can be returned to Kong Holds Ltd and the customer issued a full refund or exchanged within 30 days of purchase. However, some items are not included, please see below for details

  1. A return or exchange request must be submitted within 30 days either byEMAILor phone – 017687 79959
    2. Orders returned/exchanged between 14 -30 days will only receive a refund for items purchased, the postage cost and surcharge will not be refunded.
    3. The customer is required to pay for the return postage.
    4. The item must be returned within 14 days of the return/exchange request
    5. In the case of exchanges Kong Holds Ltd will pay for the replacement item to be posted to the customer one additional time. For any subsequent exchanges the customer will be required to pay for the postage for the returning item and for the new item being sent out.
    6. TheRETURNS FORMshould be printed out, completed and mailed back with the item.
    7. Proof of postage should be obtained and an EMAIL sent to Kong Holds Ltd
    8. The refund/exchange will not be processed until the item has been received back instore and the item(s) checked to ensure they meet all the above criteria.

Damaged, Faulty and Wrongly Delivered items

Kong Holds Ltd take every precaution to try and ensure that all items are delivered in good working order and undamaged, however we understand that some damage may occur during transport. Similarly, mistakes could be made while packing or the wrong item sent by mistake.

  1. Kong Holds Ltd must be informed of any damaged, faulty or wrongly delivered items within 14 days of delivery.
    2. The item will need to be posted back to Kong Holds Ltd along with the completed RETURNS FORM within 14 days of notifying them.
    3. Once the item has been received by our high-street store and any damaged, faulty or incorrectly delivered item has been confirmed by a member of staff, a full refund or replacement will be processed.
    4. In the case of a refund, Kong Holds Ltd will refund the full amount paid, including the original postage and surcharge and the postage paid to return the item. Proof of cost must be supplied.
    5. In the case of a replacement Kong Holds Ltd will pay for the post of the new item to be sent out and a refund will be issue for the cost of sending the item back. Proof of cost must be provided.
    i) In some cases, this will mean Kong Holds Ltd may have to order in new stock. You will be informed of this at the time and a time frame will be given. It is up to the customer if they wish to wait for the item to come into stock or take a refunded instead. Kong Holds Ltd can not be held accountable for any delays to this time frame caused by its suppliers.


All prices are in Pounds Sterling (£) and are inclusive of VAT at the current UK rate, unless it’s a VAT exempt item, i.e. children’s clothing, books, or if it is clearly stated. All prices are subject to change at any time, and although we try to ensure all prices are accurate, some discrepancies may occur. In the event that you purchase an item showing the wrong price, or if a price changes while you are ordering, then we will endeavour to contract you and inform you of the price difference. If you still wish to purchase the item, the remaining balance will be taken and the order processed. If you do not wish to proceed with the order a refund will be given.


We accept payment by Visa, MasterCard and PayPal, but not American Express. Please be aware that some credit/debit cards will incur an additional surcharge as well.

We reserve the right to cancel any order or transaction at any time.


Online and in store sales offers & discounts may differ, and may run at different times. For our current discount availability, please ask a member of staff. Discounts may not be applicable to online purchases.

Discount availability and percentage offered to groups or individuals may vary across the purchasing options I.e. In store, online, over the phone etc.

Sales, offer & discounts cannot be purchased in conjunction with any other sale, offer or discount.


Products are sold singularly unless otherwise stated, and may not always be available.

Although we always try to ensure the stock shown on the online store is correct, some discrepancies may occur. In the event that a product that you have ordered is no longer in stock, we will contact you as we process your order with details of how long it will take to get the item back in stock. If you do not wish to wait for the product to come back into stock, a full refund will be arranged.


If you are looking for an item that we don’t currently stock, but is a brand we supply, then we can often place a special order to get the product in for you. These special orders have the following additional terms and conditions:

When ordering we require payment in full before we place the order, and we will need you to be exact on your preferences on colour and size. Delivery, may cost extra due to a supplier delivery charge, and can take up to 4 weeks to arrive depending on the brand, although we hope it will be sooner than this.

If the product is later found to be undesired, unsuitable or the wrong size upon collection, you may only receive 50% of the cost price back.

Please note, that discounts are not available on special orders, except by special approval of the management.