Returns and refunds

Contact Osevaro

Osevaro is operated by SAF International, Cowley, Oxford, OX4 2LA, United Kingdom. For returns, cancellations or a problem with an order, email [email protected]. Please include your name, order number if available and the item concerned. Photos can help with a fault or damage, but they are not a condition of your legal rights.

Changing your mind

For an online purchase, you can tell us you wish to cancel from the time you order until 14 days after the day you or someone you nominate receives the goods. If items from one order arrive separately, the period runs from receipt of the last item. You do not need to give a reason.

Send a clear cancellation message by email, post or our cancellation form before the deadline. The form is optional. You do not need our approval before exercising your right to cancel.

Sending a return

Send the goods back without unnecessary delay and within 14 days after telling us you are cancelling. Keep evidence of sending them. Pack the item securely with its parts and accessories. Original packaging is helpful, but lack of it does not automatically remove your cancellation rights.

For the correct return destination and return instructions, email [email protected]. Asking for instructions does not delay or restrict your cancellation rights.

Return postage

For a change-of-mind item that can normally be returned by post, you pay the direct postage cost. We do not charge a restocking or refund administration fee.

For goods that cannot normally be returned by post because of their size or nature, Osevaro will arrange and pay for their return. Contact [email protected] to arrange collection; you will not be charged for this.

If goods are faulty or not as described, we cover the necessary return costs for the remedy you are entitled to. Contact us so we can agree a suitable return or collection arrangement.

Refunds after cancellation

If you cancel the whole order, we refund the goods and the least expensive standard delivery option we offered. Any extra paid for a faster or premium delivery service is not refundable under this cancellation right.

We refund without unnecessary delay and no later than 14 days after we receive the goods back or, if earlier, evidence that you sent them. Where no goods were supplied, or we offered to collect them, the deadline is 14 days after your cancellation notice. We use your original payment method unless you expressly agree otherwise, with no refund fee.

You may inspect goods as you reasonably could in a shop. If handling beyond what is needed to check their nature, features and operation reduces their value, we may deduct that actual loss where the law permits. Opening packaging alone is not a reason to refuse a return.

Faulty, damaged or incorrectly described goods

Goods must meet the description, be of satisfactory quality and be fit for their purpose. If they do not, you will normally have a right to reject them for a refund within 30 days of delivery. Your rights continue after that period.

Depending on the circumstances, you may be entitled to repair or replacement at no necessary cost to you, within a reasonable time and without significant inconvenience. If a remedy is unavailable, fails, or is not provided as required, a price reduction or final rejection may be available.

Tell us about a problem as soon as you can so we can help. We do not impose a 24- or 48-hour reporting deadline that removes legal rights, and you do not have to deal with the manufacturer instead of us.

Your legal rights

This policy describes UK consumer rights and does not limit rights that apply to your purchase. Sale items have the same legal protections. We do not apply a blanket no-return rule to pet products.