Customer Services

  • About Us

    Founded in 2004 the Inavata is a well-respected online retailer specialising in the agricultural sector and fencing in particular. We operate a number of successful shops and have gained a reputation for providing good and unbiased advice when needed, supported by the very highest levels of customer service.

    We also strive to be as competitive as possible and in support of this, we offer a price match guarantee.

    If you find the same product in stock and cheaper on any other UK online retailer, we will match the price.

  • Price Promise & Delivery Pricing

    We pride ourselves on offering the very best levels of customer service and support possible, but also recognise the importance of competitive pricing and therefore offer a "price promise". If you have seen exactly the same product cheaper from another UK online retailer, let us know and we will match the price!

    When contacting us, please let us know where that product is advertised by sending us a link to the relevant page. PLEASE NOTE that they must have the product in stock and available for immediate dispatch.

    Delivery of orders valued at £180 inc vat or more are free of charge to UK mainland addresses. Alternatively, our online shopping basket will include a reasonably accurate* shipping cost (you must complete the delivery address section to see the charge).

    * Reasonably Accurate?
    As our products range so greatly in size, weight, the number of possible combinations plus in some cases, restrictions by some carriers of items carried, this occasionally results in the delivery cost shown in the shopping basket differing from the true delivery cost. On receipt of your order, we will first confirm the actual delivery charge and if the true cost is less that the figure quoted in the basket, we will automatically reduce the charge and process your order. Alternatively, if the shipping costs are higher than the figure quoted in the basket, we will contact you with full details and ask your permission to continue.

    Please note that if paying by credit card, the card is not debited until we ship your goods, or in the case of a carriage charge discrepancy, have your permission to complete the order and ship the goods.

    For deliveries outside Europe, there may be additional customs or other documentation required to comply with various import/export laws. Should you know in advance that you will require for example, a certificate of origin, please let us know and it will speed up the order process. Any such information can be typed in the “special delivery instructions” section of the shopping basket.

  • Returns, Faulty Goods, Cancellations & Special Orders

    If you receive goods from us that have been damaged in transit or in some other way have not reached you in a satisfactory condition, you will be entitled to a full refund including carriage charges, or replacement of the returned/collected goods.

    If for some other reason you are not entirely happy with your purchase, you may return it to us* in its original condition within 14 days of receipt, undamaged and unused, for a refund. Once received and checked we will refund you the purchase price less any delivery or collection charges incurred by us. If requested we are happy to produce proof of the transport charges we have incurred. Your statutory rights are not affected.

    Please ensure you enclose all your details including the reason for return - if possible please enclose your original delivery note, or a copy of your order confirmation email. We would also advise you to return your items to us using a 'signed for' service.

    *Please Note: YOU MUST CONTACT US BEFORE RETURNING ANY ITEM TO ENSURE CORRECT RETURN ADDRESS AND AUTHORISATION CODE.

    If you wish to cancel your order before receipt, you will receive a full refund as long as the goods have not yet been despatched. 

    Special Order Items

    These items are listed as "NZ Stock" (also applies to "In-Transit" items if ordered with advance/immediate shipping) and are not currently stocked as standard in the UK or EU, but can be "special ordered" on your behalf directly from New Zealand.

    By ordering an item labeled as "NZ Stock" and/or ordering an immediate delivery from New Zealand, you acknowledge that you are placing a "Special Order" and agree that the order is not subject to the standard terms and condition regarding cancellations and returns. Differences as follows:

    1. If the goods are received either damaged or faulty, the standard terms will of course still apply
    2. Cancellation of a special order for any other reason will incur an administration fee of 35% of the order value. This will be deducted from the refund after receipt of the returned goods.
    3. Delivery date is approx. the Cut-Off date displayed on our Logistics Page + 8 Weeks. We do not accept responsibility for delays within courier services, or any third party costs resulting from a delay.
    4. Your card will be debited at the time of shipping from New Zealand
  • Terms & Conditions

    How do I order goods?
    Browsing our website, use the "add to basket" button to select an item and you should see the basket details at the top right of the screen show the addition. When you have selected all the items you need, click on the "checkout" at the top right of the screen to complete your purchase using our secure checkout.

    Accepted Payment
    Payment may be made by many different methods. Paying online is simple and secure; we accept Mastercard, Visa, Switch/Maestro, Solo cards and PayPal. We authorise all credit/debit card orders in 'real-time' and an e-mail will be sent to you acknowledging and detailing your order. We don’t usually debit your credit card until your goods have been despatched, the exception being special order items or if the ordered item/s are manufactured/supplied to order, as is the case with some of our bespoke packages.

    Online transactions are processed using the ishop system, which has a long and successful record of processing online credit card transactions safely and securely. Security systems are monitored 24 hours per day, 7 days per week and 365 days per year. ishop is an approved payment solution provider for Barclays Merchant Services, Nat West Streamline, HSBC and The Royal Bank of Scotland and is regularly vetted. The highly publicised “verified by visa”, or “3D Secure” authentication system has also been implemented on our website for added security.

    Our shopping basket also give you the option to place an “Offline" or "Telephone Order”. If you place an offline order we will raise an pro forma invoice and you will be contacted by one of our representatives to arrange payment. This will usually be by bank transfer or BACS.

    Privacy Policy
    We respect your right to privacy and are committed to maintaining it. We only collect, store and process your personal data in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2011. See the main Privacy Policy Section for full details.

    Security Policy - Anti-Fraud Measures

    We operate a strict security check procedure, to ensure that your credit card details are being used by only you. This may occasionally delay the dispatch of your items if any of the following are applicable:

    • The card used is not registered with "verified by visa" or "3D Secure".
    • Your order is being delivered to an address other than that registered to your credit card.
    • Your card details are not available for address verification from the bank (usually cards registered overseas).
    • Your card details have failed the address verification from the bank.
    • The security number on the reverse of the card has been entered incorrectly.
    • The order is for delivery overseas and in particular, non EU destinations.

    All orders, regardless of their value are checked thoroughly and in the event of your order being held for any of the reasons above, one of our representatives will contact you within 24 hours of placing your order (excluding weekends and bank holidays) by phone or email. You may then be asked to email or fax confirmation of your details and proof of address, change the delivery address, confirm by post your billing address, or use different card details.

    We cannot be held responsible for any delay on your goods and the order will not be considered confirmed until you have verified your details with us and we recommend that you register your card with “verified by visa” or “3D Secure” to help avoid these potential delays.

    Order Cancellation
    In accordance with the consumer contracts regulation 2013 you have the right to cancel your order for any reason until 14 days after receipt of the goods, unless these goods comprise a bespoke, made to order, or trade package. Please refer to the "Returns & Faulty Goods" section for further information.

    Complaints
    Please contact us and we will always do the best we can to find a satisfactory resolution to your complaint. In the unlikely event that we do not resolve your complaint to your satisfaction, you can refer it to your local Citizens Advice, or an alternative complaints body such as The Retail Ombudsman (www.theretailombudsman.org.uk), which is competent to deal with consumer complaints, should you wish to use such a scheme. Please note that retailers are not bound by any recommendation which The Retail Ombudsman might make. Alternatively there is an Online Dispute Resolution (ODR) site, which is an online, interactive portal for consumer complaints relating to online purchases only. This can be accessed via: www.ec.europa.eu/consumers/odr . Please be aware that in these cases it is likely that your complaint will be forwarded to the local alternative complaints body chosen by the parties in any event, such as The Retail Ombudsman referred to above.

    Consumer Rights
    Your rights under consumer contracts regulations 2013:

    • UK & N. Ireland customers
      If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in a store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you (or your nominee) has received your delivery to cancel your order. If you buy multiple goods as part of one order, which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you (or your nominee) receives the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. Any delivery charges will be refunded. However, unfortunately we are unable to refund delivery charges for part cancellations or returns. If you wish to cancel your order before delivery, please call customer services on 0121 281 8163. However, we are unable to cancel the delivery of any orders once they have passed through our payment system. Please refuse any delivery of cancelled goods, or contact us to arrange for them to be returned. If returning items you must take reasonable care of the goods. You will not be charged for collection or Royal Mail returns in accordance with our returns policy. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.
    • International customers
      If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in a store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to 14 calendar days starting the day after you have received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. We will not refund the cost of returning goods unless damaged/faulty. This does not apply to certain "exceptions" specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods, audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This can be done via email - Important: please remember to include your order number on the email. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.
  • Privacy Policy

    Unless we are required by law to do so, WE DO NOT SHARE your personal information. We also do not sell or lease your personal information. We respect your right to privacy and are committed to maintaining it. We only collect, store and process your personal data in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2011.

    We only collect personal information when you order an item from the website, enter a competition or subscribe to our mailing list. In these cases you will be asked to complete some, or all of your personal details in order to process the relevant request or order. These details are passed to our accounts system via a secure server and not available to any other parties other than our Payment Solution Provider – ishop. ishop will not use your details for any reason other than the processing of your order.

    All information is collected lawfully and in accordance with the Data Protection Act 1998. Many areas where we collect information will have an opt out option, so you can ensure that you do not receive any further information from us. If there is no opt out option (for example on the secure order form), you can still safely assume you will not be added to our mailing list.

    We only send e-mail and/or other post to customers who choose to receive them and never more than one or two per month excluding order related confirmations etc. You will always have the option to be removed from our mailing list and we never pass your information on to any third parties.

    By continuing to browse our site, you consent to our placing cookies on your computer (unless you have chosen to disable them via your browser).
    We use cookies within the ordering process on the website to allow the shopping basket to function. Our site also uses cookies to monitor traffic and site usage; we currently use services from Google Analytics and Statcounter.
    By accessing, browsing or otherwise using our website you confirm that you have read, understood and agree to this Privacy Policy.