Terms & Conditions
Delivering your goods to you swiftly and safely is of utmost importance to us. That’s why we entrust our deliveries to carefully selected couriers. It’s also why we ask that your order be signed for.
If your order is taking longer than expected or you want to find out when it will arrive, you can check its progress using your tracking information.
Delivery charges are per order:
Free Express Delivery with any purchase above £180 inc. vat.
Delivery for express orders within 1-3 business days
UK mainland delivery only (orders placed Monday to Friday excluding Bank Holidays)
UK mainland orders received by 2.45pm, Monday to Friday, will be dispatched the same day.
Delivery costs are calculated at £6.50 (exc VAT) for goods up to 20Kg + 22p per additional Kg (exc VAT)
Delivery within one to three working days.
Delivery Scottish Highlands, Aberdeen and other rural areas (including Channel Islands, Isles of White & Mann etc) will be within 3 to 5 working days and may incur additional delivery charges.(see Delivery rules & restrictions below).
Delivery rules & restrictions
Please allow three additional days for deliveries to Scottish Highlands, Aberdeen and other rural areas. We apologise in advance for any inconvenience this may cause our customers. Unfortunately for select post codes in specific rural areas we may offer limited delivery options. You will be notified of this by our team via the phone number or email provided.
Orders are processed and shipped on business days only (Monday through Friday, excluding bank holidays).
All orders require a signature upon delivery.
We’re sorry Safe4 only delivers online orders to mainland UK addresses. .(see Delivery rules & restrictions above)
Returns and Refund Policy
We hope that you are fully satisfied with your purchases however in the unlikely event that the product(s) is unsuitable or that you are not fully satisfied please follow the returns procedure below.
RETURN OF GOODS (EXCLUDING SPECIAL ORDER ITEMS)
Should you wish to return your order following delivery you may do so by informing us within 5 working days of receipt of delivery. Goods must be returned to us and we ask that you take reasonable care when handling the goods and return the goods to us unopened, unused and in their original packaging, where possible.
Please confirm your intent to return the order by calling Customer Services on 01606 591 900 or emailing [email protected]pets.co.uk within 5 working days of receipt; we will confirm to you a returns address and reference for your package.
The cost of returning the goods once delivered is at your own cost and risk;
We are not responsible for any loss or damage to any returned goods in transit and as such, we recommend that you return the goods through a recorded delivery service.
When returning goods please carefully package the goods together with your returns reference.
If returned goods are lost or damaged in transit, we reserve the right to charge you for any loss or damage.
Where we have agreed to the return of goods, these goods must be returned within 14 days of the notice of intent.
In the unlikely event that the goods do not conform to these terms, please let us know as soon as possible by contacting Customer Services on 01606 591 900
We will, at our discretion:
inspect the goods at your premises;
ask you to dispose of the goods;
collect the goods on a date agreed between you and us; or
ask you to return the goods to us.
If the goods are found by us to be defective, and we have asked you to return the goods to us at your cost we will reimburse you for third party delivery costs involved in the return.
If you exercise your right to return your order, any refunds due will be refunded within 14 days.
Our complaints policy
We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details
What will happen next?
We will send you a letter/email acknowledging receipt of your complaint within 2 days of receiving it, enclosing a copy of this procedure
We will then investigate your complaint
Our customer service team will then contact you within 3 working days and send you a letter/email confirming what took place and how we attend to resolve it, hopefully you will be satisfied with our resolution
At this stage, if you are still not satisfied, you should contact us again and we will escalate your complaint to a Senior Manager, who will review the complaint and write to you within 14 days confirming our final position on your complaint and explaining our reasons.
All complaints should be posted addressed to:-
Customer Service Team
Safe Solutions (Safe4) Ltd
Or by emailing:-
Customer Data Privacy Statement
We review this Privacy Statement regularly. Occasionally we may need to make changes or additions to this Statement that may affect how we handle your data. We will indicate on this page when the Privacy Statement has changed so please refer to this link for the latest version.
1. What information will Safe4 collect?
During our relationship with you we may collect personal information, such as your name, address, telephone, email and other contact details, and any other information relating to you which you may provide.
2. How do we use this information?
Your personal information may be processed, both by Safe4 and its affiliates, for purposes including: (i) administering our relationship with you; (ii) providing any goods, services or information you have requested; (iii) providing you with information about our products and services; and (iv) for auditing usage of the site.
Safe4 sometimes needs to engage others to provide our services to you and/or fulfil other obligations. Your information will not be disclosed to any third parties except where we have your approval or where this is necessary and in accordance with applicable law.
The transmission of data via the internet is not completely secure and, as such, is at your own risk. Although we will do our best to protect your personal data, e.g. through encryption, password protection or limiting access to your information, Safe4 cannot guarantee the security of information transmitted to our Websites.
Safe4 has policies and technical measures in place to safeguard and protect your personal information against unauthorised access, accidental loss, improper use and disclosure. We will also take all reasonable precautions to ensure that our staff and employees who have access to information about you have received adequate training.
3. Updating or deleting your personal information
When you register online for any of Safe4’s products or services, you can view and update your personal information by logging onto the site and following the relevant instructions. To ensure any details we hold about you remain accurate, please update your personal information if it changes.
If you close your account we may, for limited periods and in accordance with applicable law, retain some personal information in order to comply with legal obligations or for other proper purposes, such as collecting outstanding debts or resolving disputes.
When you request to be removed from certain marketing offers, you will, in accordance with applicable data protection laws, be added to the relevant suppression list(s) to ensure your request is complied with. All personal data is processed in line with the requirements of applicable data protection laws, for example in the UK the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003
The processing of personal data for marketing purposes is carried out in line with national legislation and the EU Privacy and Electronic Communications Directive (2002/58/EC as amended by EU Directive 2009/136/EC) Occasionally, we may contact you with information about other Safe4 products and services which we think may be of interest to you. However, we will only do so when you have given your prior consent to being contacted in this way and/or subject to relevant legal requirements.
If you no longer wish to receive marketing information, please contact us either by e-mail or at the address listed below.
When you visit our Websites we may send a ‘cookie’ to your computer. Cookies are files that store information on your hard drive or browser. They enable our Websites to identify your computer, and recognise that you have visited before. Cookies themselves do not contain any personal information. However, we may link the information we store in cookies to any personally identifiable information you submit while on our site.
Cookies help us understand which sections of our Websites are the most popular; as they help show which pages are being visited and how long for. This helps Safe4 adapt our Websites to provide more relevant and accessible information. For example, cookies allow us to ensure that the information displayed on your next visit to our Websites will match up with your user preferences.
You may configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Please note, however, that disabling cookies might affect your online experience and/or prevent you from taking full advantage of our site.
From time to time we may also use other technologies to log and collect data in order to analyse traffic to our Websites. These technologies will regularly only allow for an anonymous notice of your visit to be generated. However, in some instances they may allow us to obtain details about your IP address and to track visits to our Websites. In conjunction with cookies, this will enable us to identify what portions of our Websites are of interest to our visitors and to help us provide you with tailored information from our Websites.
6. Your rights
You have a right to request a written copy of the personal information Safe4 holds about you (we may, in accordance with applicable data protection laws, charge a small administrative fee for this) and to have any inaccurate information about you corrected. You also have the right to request we stop using your details for marketing activities and other promotional activities. You may have further rights regarding the processing of your personal data under applicable law. In case you wish to exercise any such rights, please note the contact information below.
The Customer Service Team
Safe Solutions (Safe4) Limited