Return & Refund Policy

Last updated: 8 September 2026

Thank you for shopping with KONG+.

As our products are made to order through our print-on-demand fulfilment partner, Printful, each item is produced specifically for your order. This means our return and refund process is slightly different from that of standard retail products.

1. Personalised and Custom Products

If you purchase a personalised or customised product, we generally cannot accept returns or provide refunds simply because you have changed your mind, entered incorrect personalisation details, or no longer want the product.

Please carefully check your design, text, images, phone model, size, colour and other details before placing your order.

If you notice an error shortly after placing your order, please contact us as soon as possible. We will try to make changes or cancel the order where possible, but this may not be possible once production has started.

2. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 30 days of delivery.

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the product and packaging
• Any other information that may help us investigate the issue

We will review the issue and, where appropriate, arrange a replacement or refund at no additional cost to you.

You do not need to return a defective or incorrectly fulfilled product unless we specifically ask you to do so.

3. Products Damaged During Delivery

If your product is damaged during delivery, please contact us as soon as reasonably possible after receiving it.

Please keep the original packaging and provide photographs showing the damage to both the product and packaging.

We will work with our fulfilment and delivery partners to resolve the issue and, where appropriate, provide a replacement or refund.

4. Incorrect Personalisation or Customer Errors

KONG+ is not responsible for mistakes made by customers when submitting an order, including:

• Incorrect spelling or text
• Incorrect images uploaded by the customer
• Incorrect phone model
• Incorrect size or colour selected
• Incorrect delivery address

If you provide an incorrect delivery address, please contact us immediately. We may be able to update the address before the order enters production or is shipped, but we cannot guarantee that changes will be possible.

5. Change of Mind

For standard, non-personalised products, you may have cancellation and return rights under applicable UK consumer law.

Where the law provides a cancellation right, you may need to notify us within the applicable cancellation period and return the product within the required timeframe.

Products should be returned unused and in their original condition and packaging where reasonably possible.

Personalised or made-to-order products may be excluded from cancellation rights where permitted by applicable law.

Nothing in this policy affects your statutory consumer rights.

6. Refunds

Once your refund has been approved, we will issue the refund to the original payment method.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

If a refund is approved because your product was defective, damaged or incorrectly fulfilled, we will normally refund the relevant amount or provide an appropriate replacement.

7. Shipping Costs

Where an item is defective, damaged, or incorrectly fulfilled, KONG+ will cover reasonable return shipping costs where a return is required.

For returns that are permitted because of a change of mind, shipping costs may be your responsibility where permitted by applicable law.

8. How to Request a Return or Refund

Please contact us before sending any product back.

Email us at: support@kongplus.shop

[YOUR CUSTOMER SERVICE EMAIL]

Please include:

Order number:
Name:
Reason for request:
Photos/videos (if applicable):

We will review your request and provide instructions on the next steps.

9. Printful Fulfilment

KONG+ uses Printful as a third-party print-on-demand fulfilment provider. Orders may be produced and shipped directly by Printful or its fulfilment partners.

Although Printful may be involved in manufacturing and fulfilment, your purchase contract is with KONG+, and KONG+ remains responsible for handling your customer service, refund and consumer-rights obligations.

10. Statutory Rights

This policy does not affect your legal rights as a consumer under applicable UK law.

If a product is faulty, not as described, or does not meet the requirements of applicable consumer protection law, you may have additional rights to a repair, replacement, price reduction or refund.

KONG+