Refund policy

Last updated: 25 March 2026

This Refund / Returns Policy applies to all purchases made from THE RAW DOG, operated by RAW NUTRITION LTD (“we”, “us”, “our”), whether ordered through our website, checkout, WhatsApp, or direct contact.

This policy does not affect your statutory rights under UK consumer law.


1. General Position

Because many of the products we sell are frozen, perishable, consumable, or hygiene-sensitive, returns are handled differently depending on the type of product and the reason for return.

We will always act reasonably and in line with your legal rights, but we do not operate a general “change of mind” return policy on all products.

2. If Your Item Is Faulty, Incorrect, Damaged or Not as Described

If you receive an item that is:

  • faulty
  • damaged
  • materially incorrect
  • unsafe
  • or not as described

please contact us as soon as reasonably possible after delivery.

To help us assess the issue, please provide:

  • your name
  • order number (if available)
  • a description of the issue
  • clear photos where relevant

Depending on the issue, we may offer:

  • a replacement
  • a full refund
  • a partial refund
  • another appropriate remedy

Under UK consumer law, goods supplied by a trader must generally be:

  • as described
  • of satisfactory quality
  • fit for purpose

If they are not, you may be entitled to a remedy.

3. Packaging and Cosmetic Damage

Due to the nature of frozen goods and transport handling, outer packaging may occasionally show minor cosmetic wear or damage.

Minor packaging imperfections, including scuffs, dents, creases, tears, compression, or superficial transit wear to the outer packaging, will not usually be considered a product fault where the contents remain unaffected and the goods are still safe, sealed, and fit for use.

We will only usually treat packaging-related issues as eligible for refund, replacement, or other remedy where the packaging defect has materially affected the product itself, including where it has impacted:

  • food safety
  • hygiene
  • seal integrity
  • storage suitability
  • contamination risk
  • leakage
  • thawing
  • spoilage
  • or the overall perishable condition of the goods

If the packaging issue has affected the product itself, please contact us as soon as reasonably possible after delivery.

4. Short-Term Right to Reject (Faulty Goods)

If goods are faulty or do not meet the legal standards expected, you may have a short-term right to reject them within 30 days of delivery and receive a refund, subject to the law and the nature of the issue.

After that period, you may still be entitled to:

  • replacement
  • price reduction
  • or refund

depending on the circumstances and the product.

5. Frozen / Perishable Products – Change of Mind

Most frozen raw dog food products we sell are perishable goods.

Because of this, the standard 14-day cooling-off cancellation right for online sales will usually not apply once the contract is in place, where the goods are liable to deteriorate or expire rapidly. This includes products such as frozen raw food.

That means we generally do not accept returns or refunds for:

  • frozen raw dog food
  • thawed items
  • perishable consumables
  • temperature-sensitive goods

where:

  • you have changed your mind
  • your dog does not like the product
  • you ordered too much
  • you no longer need the item
  • you failed to store it properly after delivery

6. Natural Treats, Chews and Supplements – Change of Mind

Where a product is non-perishable, you may have cancellation rights under distance selling law unless an exception applies.

However, for hygiene, safety and resale reasons, we generally do not accept returns of the following if they have been:

  • opened
  • unsealed
  • tampered with
  • partially used
  • stored improperly

This may include:

  • opened natural treat packs
  • opened chews
  • opened supplements
  • opened oils
  • any consumable item no longer suitable for resale

If you are unsure whether an item is returnable, contact us before opening it.

7. Orders Cancelled Before Delivery

If you wish to cancel an order, you must contact us as soon as possible.

We may be able to cancel and refund your order before it has been prepared, packed, route-allocated, or dispatched.

However, cancellation may not be possible once:

  • stock has been picked
  • frozen products have been packed
  • the order has been allocated to a delivery route
  • delivery preparation has started

Where cancellation is accepted before dispatch/preparation, we will normally issue a refund to the original payment method.

8. Failed Delivery and Refunds

If delivery fails because:

  • no one is available
  • access cannot be gained
  • the address details are incorrect
  • the customer is not present at the agreed delivery point
  • or the delivery cannot be completed for customer-side reasons

this may be treated as a failed delivery under our Terms & Conditions / Delivery Policy.

In such cases:

  • we may attempt redelivery at our discretion
  • we may refuse redelivery
  • we may cancel the order
  • we may deduct a £10 delivery / failed delivery charge from any refund, where applicable and proportionate to the actual delivery cost already incurred

This does not affect your statutory rights where goods are faulty or not compliant with the contract.

9. Safe Place Deliveries

If you instruct us to leave your order in a safe place or unattended location, delivery will be treated as completed once the order has been left as instructed.

After that point, we are not responsible for:

  • thawing
  • spoilage
  • contamination
  • theft
  • weather exposure
  • pest or animal interference
  • any deterioration caused by delayed collection or storage

Refunds will not usually be offered where goods have been left in accordance with your instructions.

10. Dog Refuses Food / Feeding Preference

We do not generally offer refunds where:

  • your dog refuses the food
  • your dog is selective
  • your dog prefers another protein
  • your dog reacts poorly to a sudden diet change that was not introduced appropriately
  • a product simply does not suit your preference

However, if there is a genuine product quality issue, please contact us and we will assess it appropriately.

11. Return Conditions (Where a Return Is Approved)

If we approve a return, the item must usually be:

  • unused (unless faulty)
  • unopened where applicable
  • in the condition received
  • suitable for safe return and inspection

We may refuse a return where the item has been:

  • opened
  • used
  • contaminated
  • stored incorrectly
  • damaged after delivery
  • returned in an unsuitable condition

For some approved returns, we may request:

  • photos
  • batch details
  • packaging details
  • proof of storage / condition where relevant

12. Return Costs

If a return is approved because the item is:

  • faulty
  • damaged
  • incorrect
  • or not as described

we will deal with the return reasonably and in line with your legal rights.

If a non-fault return is accepted where the law allows cancellation, return costs may be your responsibility if this has been made clear in advance.

13. Refund Method and Timing

Where a refund is approved, it will normally be issued to the original payment method.

Typical refund times:

  • Approved refunds are typically processed within 1–3 working days
  • Your bank or payment provider may take longer to reflect the funds

If payment was made by:

  • BACS — refund will usually be made by bank transfer
  • Shopify / card / checkout provider — refund will usually be made back through the original payment route

14. Non-Returnable / Non-Refundable Items

Unless faulty or required by law, we generally do not accept returns or offer refunds on:

  • frozen raw dog food
  • thawed products
  • perishable products
  • opened natural treats
  • opened chews
  • opened supplements
  • opened oils
  • part-used products
  • products no longer suitable for resale or hygiene reasons
  • safe place deliveries completed as instructed
  • failed deliveries caused by customer-side issues

15. How to Contact Us About a Refund or Return

To request help with a return or refund, contact us at:

Whats App: 07709993588

Email: info@therawdog.co.uk

Please include:

  • your full name
  • order details
  • the issue
  • any relevant photos

16. Your Statutory Rights

Nothing in this Refund / Returns Policy removes or limits your legal rights under UK consumer law.

Where your rights under law give you stronger protection than anything written here, your legal rights will apply.