Terms & Conditions

Important Information

You are confirming you understand products purchased "FOR WORKING DOGS" / "COMPLIMENTARY FEED" / "WORKING DOG FOOD", or similar wording are sold on this website as zero-rated for VAT because they are intended for the feeding of working animals. The purchase of these products from Raw Pet Supplies for the feeding of pet animals is subject to VAT at the current rate of 20%. If you require an additional invoice for VAT, please request, quoting your order number to info@rawpetsupplies.co.uk. We are working on a solution to add this to our checkout options.

Payment
Payment can be made using all major credit/debit cards. Payment must be made at the point of ordering. We do not accept payment on delivery or collection.

Credit/debit card details are entered on a secured page and are transferred using SSL (Secure Sockets Layer). We do not store any of your card payment details.

Delivery
Deliveries within approx 100 miles of Cardiff are available on our own freezer van. Freezer van deliveries are scheduled - please check the delivery calendar for more information.
Nationwide courier delivery is available to most UK mainland addresses. Nationwide courier deliveries are despatched Monday, Tuesday, Wednesday and Thursday. To receive a delivery on Saturdays, surcharges will apply. More than 99% of orders are received the day after despatch, however the next day service is not available for some UK addresses - this will be made clear at checkout.
We are unable to accept claims for the arrival of partially thawed goods. In the event that this happens - which is very rare – place goods in a freezer as soon as possible to avoid spoiling. It is quite safe to refreeze products, if required.
If you cannot be home to receive your order, you are able to include specific instructions of where to leave or a safe place/with a neighbour. Due to the nature of products being perishable, all consignments are sent on a "NO SIGNATURE REQUIRED" basis to avoid parcels being returned to the depot and the risk of further delays.
Once your order has been despatched, you MUST NOT reschedule/postpone your delivery due to the contents being PERISHABLE GOODS. If you would prefer despatch on a specific date, we are more than happy to do this if we are made aware when your order is placed. Once your order has been despatched, we are unable to change your delivery day and strongly advise against doing so.
More than 99% of deliveries arrive the next day. Occasionally, an order will be delayed by the courier and re-scheduled for delivery the following day. If your consignment is delayed, please contact us so we are able to escalate your delayed delivery wherever possible.
Please see the Delivery FAQ's for more detailed information.

Shortages/Errors/Damaged Goods/Delayed Consignments
All shortages, errors and damages must be notified IN WRITING ON THE DAY of receipt/non delivery. Photographic evidence must be provided, wherever possible.
We are unable to accept claims for any loss incurred as a direct, or indirect result of any delay in delivery times quoted.

Returns/Complaints
We are unable to accept the return or exchange of any product unless they are found to be unfit for purpose or deemed unsafe in any way. If you have a problem with any of your purchase, please contact us in writing to info@rawpetsupplies.co.uk. Your statutory rights are not affected.

Refund Policy/Right to Cancel
You have the right to cancel your order at any time before your order has left our premises. Cancelling an order must be done in writing to info@rawpetsupplies.co.uk - we do not accept cancellation requests over the telephone. In order for your refund to be processed, please provide a reason for your cancellation in your email. Orders cancelled after an order has been picked/packed will incur a 15% restocking charge. Cancellation refunds will be processed within 28 days. Due to the nature of our products being perishable, they are excluded from your right to cancel within 14 days of receiving your order. Please bear this in mind when ordering.

Disclaimer
Raw Pet Supplies is a raw pet food retailer. All information contained on this website is based on opinion, experience and acquired knowledge. We do not claim to be experts in raw feeding, nor are we veterinarians. If you are concerned about any aspect of your pets health, we strongly advise you seek professional advice. We do not know everything about raw feeding your pet - every pet is unique. As a pet owner, you accept the responsibility to make the best decision for your own pet. We cannot be responsible for how you choose to feed any of the products sold by us. There is plenty of information publicly available about raw feeding. We suggest joining several social media groups and further reading/research in order to better form your own opinion about how to best approach raw feeding for your pet. Learning should never end. Please do your own research.