FAQs

Ordering

Do you have a minimum order value?
No, you can order as much or as little as you would like, but we do ask that you try to keep your order value over £50 net as this will help us to keep product prices down, as well as ensuring that we don't have to charge for delivery.

If a product I would like to order is out of stock, what happens?
You can call our Customer Care Line on 0845 3301631 to ask about an estimated delivery date.

Is what's on your website all that is available?
The products on the website, and in our catalogue have been selected by popular choice. You can call us on 0845 3301631 and enquire about a product that you would be looking to order which isn't shown; alternatively you can email us at sales@safavet.com.

Delivery

Do you charge for delivery?
We offer FREE delivery (within the UK mainland) on all orders of £50 and over. Fridge items (which are sent overnight) attract a £7.50 charge as do orders below £50 in value.

How long will my order take to be delivered?
Delivery is 2-3 working days, however fridge items are delivered next working day, and 'special' requests can take up to 21 working days for delivery.

I have a query about my order, what should I do?
Call our Customer Care Line on 0845 3301631 or e-mail us at sales@safavet.com  and we will be happy to help with any queries you may have.

Do you deliver outside the UK?
We can deliver outside the UK but freight charges will be added.  Please email sales@safavet.com  with your enquiry.

Payment

I don't have a credit or debit card - how else can I pay?
We accept payment using Visa, MasterCard, or Maestro. Alternatively we can charge your order to a 30-day invoice account, and you can pay via Direct Debit, BACS or cheque. Call our Customer Care Line on 0845 3301631 to find out more.

I would like a copy invoice.
Call our Customer Care Line on 0845 3301631 or email us at sales@safavet.com  to request a copy to be posted or faxed to you.

Returns

I've ordered the wrong product - do you accept returns?
If you've ordered incorrectly or there's a problem with anything you've ordered, please call our Customer Care Line on 0845 3301631 and we can advise you on what to do. Order queries must be raised within ten working days of delivery.
 
All goods returned must be accompanied with a returns form.  
 
You cannot cancel orders accepted by Safavet and goods correctly supplied are not returnable except with Safavet's prior written agreement.

Any goods returned must be consigned carriage paid and are subject to a charge of 15% of the invoiced price.

If you receive faulty goods (damaged, broken, colour or size not as ordered) Safavet will refund standard rate return postage. Please contact us within 10 working days of receipt of goods if they are faulty.

Faulty goods will be replaced, repaired or refunded at our discretion based on fair wear and tear. If your goods develop a fault, after they have been used it is your responsibility to return the goods to us at your expense.

Please contact sales@safavet.com to discuss your return prior to sending it to us (unsolicited returns will not be dealt with). Photos of the fault will help speed up any initial claims process.
 

Useful Information

sales@safavet.com will answer any questions leading up to a return.
sales@safavet.com will answer any questions regarding physical returns and refunds.
Please note it is your responsibility to return goods to Safavet and we would recommend you use a signed for service.
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