1. Refund, Returns and Cancellation Policy

Refund, Returns and Cancellation Policy

Last updated: 27 September 2026

This policy applies to purchases made through saviapet.com.

SAVIA is a trading name of OXINO LTD, a company registered in England and Wales under company number 13456585.

Nothing in this policy limits or excludes your statutory consumer rights.

1. Your right to cancel an online order

When you purchase as a consumer, you may cancel your order without giving a reason by notifying us no later than 14 days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple products delivered separately, the cancellation period begins after the final product is delivered.

To exercise your cancellation right, contact us at:

Email: oxinoltd@gmail.com
Subject: Order cancellation
Company: OXINO LTD trading as SAVIA

Please provide:

• Your full name.
• Order number.
• Email address used for the order.
• Product being returned.
• Date the order was received.
• A clear statement that you wish to cancel the order.

You may use the model cancellation form included at the end of this policy pack, but you are not required to use that form.

2. Time allowed to return the product

After telling us that you are cancelling, you must send the product back no later than 14 days after the date on which you informed us of your cancellation.

Returns must be sent to:

SAVIA Returns
[RETURNS ADDRESS]

Do not send a return until you have contacted us and received return instructions.

3. Condition of change-of-mind returns

For a change-of-mind return, the product must be:

• Unused.
• In its original packaging.
• Complete with all parts, labels and instructions.
• Properly protected for return shipping.
• Free from damage, contamination or improper storage.
• Accompanied by the order number or proof of purchase.

Opening the external postal packaging does not automatically prevent a return.

Customers may inspect the outside of the product and its outer carton to the extent reasonably necessary to identify the product. However, where the product contains an internal hygiene, protective or tamper-evident seal, the following must remain intact:

• Bottle seals.
• Safety seals.
• Foil seals.
• Individual blister packs.
• Protective internal wrapping.
• Tamper-evident labels or closures.

Because pet supplements are ingestible products, we do not accept change-of-mind returns after the internal safety seal, blister pack or protective hygiene packaging has been broken, opened, pierced or removed, to the extent permitted by applicable law.

This restriction does not apply where the product is faulty, damaged, unsafe, incorrect or not as described.

4. Products that cannot be returned for a change of mind

We may refuse a change-of-mind return where:

• The internal hygiene or tamper-evident seal has been broken.
• A blister pack has been opened or pierced.
• Tablets or product contents have been removed.
• The product has been used.
• The product has been mixed with another substance.
• The product has been damaged after delivery.
• The product has been stored contrary to the storage instructions.
• The return is made outside the applicable cancellation and return periods.
• The product is not suitable for resale for health-protection or hygiene reasons after being unsealed.

These exclusions do not affect your statutory rights concerning faulty, damaged, unsafe, misdescribed or incorrectly supplied products.

5. Faulty, damaged, incorrect or misdescribed products

Contact us promptly if your order:

• Arrives damaged.
• Is faulty.
• Is unsafe.
• Is not as described.
• Contains the wrong product.
• Is missing an item.
• Has broken or compromised safety packaging when it arrives.
• Is past its best-before date when supplied.
• Has a problem that was present at the time of delivery.

Email  Email: oxinoltd@gmail.com with:

• Your order number.
• A description of the problem.
• Clear photographs of the product, packaging and delivery label where reasonably possible.
• The batch or lot number and best-before date where relevant.

We may offer a replacement, repair where appropriate, price reduction or refund according to your statutory rights and the circumstances.

We will pay or reimburse reasonable return postage where a return is required because the product is faulty, damaged, incorrect or not as described. We may provide a prepaid label or another return method.

Do not dispose of a potentially faulty or unsafe product unless we instruct you to do so. We may need product and batch information for investigation, traceability or product-safety purposes.

UK consumers have statutory remedies where goods are faulty, not as described or do not perform as they should. A seller cannot remove those rights through its returns policy.

6. Change-of-mind return postage

Unless the product is faulty, damaged, incorrect or not as described, you are responsible for:

• Arranging the return.
• Paying the return postage.
• Packaging the product securely.
• Keeping proof of postage.
• Ensuring the parcel reaches the return address.

We recommend using a tracked delivery service. We are not responsible for a return parcel until it has been delivered to the authorised return address.

Do not send returns using a cash-on-delivery service.

7. Refund amount

For a valid cancellation, we will refund:

• The purchase price of the returned product.
• The cost of the least expensive standard delivery service offered for the original order, where you paid an outbound delivery charge.

If you selected a premium or expedited delivery service, we are not required to refund the additional amount above the cost of standard delivery.

Change-of-mind return postage is not refunded unless we agreed otherwise or the law requires it.

8. Deductions from refunds

Where legally permitted, we may make a reasonable deduction if the value of the product has been reduced because it was handled beyond what would reasonably be allowed when examining a product in a physical shop.

This does not allow us to charge an administrative or restocking fee simply because you exercised a lawful cancellation right.

9. When refunds are issued

We will issue an approved refund without undue delay and no later than 14 days after:

• The day we receive the returned product; or
• If earlier, the day you provide satisfactory evidence that the product was sent back.

We may withhold the refund until we have received the goods or satisfactory proof that they were returned.

Refunds will normally be made to the original payment method. We will not charge a refund-processing fee.

After we issue the refund, your bank or payment provider may require additional time to display it in your account.

10. Exchanges

We do not guarantee direct exchanges.

Where an exchange is agreed, it is subject to stock availability. We may instead issue a refund and ask you to place a new order.

11. Sale and promotional products

Products purchased during a sale or promotion have the same statutory rights as products purchased at the normal price.

12. Refused and uncollected deliveries

Refusing delivery or failing to collect a parcel does not always provide us with all the information needed to process a cancellation.

Contact us directly at Email: oxinoltd@gmail.com if you wish to cancel.

Where an order is returned because the customer supplied an incorrect address, failed to collect it or refused it without contacting us, reasonable return or redelivery costs may be deducted or charged where legally permitted.

13. Contact

SAVIA / OXINO LTD
Registered office: 30 Starcliffe Street, Bolton, England, BL3 2PU
Company number: 13456585
Email:  Email: oxinoltd@gmail.com
Telephone: [+447828939286]

Returns address: