Last updated: 25 March 2026

These Terms & Conditions apply to the use of this website and to all orders placed with THE RAW DOG, operated by RAW NUTRITION LTD (“we”, “us”, “our”).

By using this website or placing an order, you agree to these Terms & Conditions.

If you do not agree, please do not use our website or place an order.

1. About Us

RAW NUTRITION LTD

Trading as: THE RAW DOG

Email: info@therawdog.co.uk

We sell raw dog food, natural treats, supplements and related pet products through our website and direct ordering channels.

2. These Terms

These Terms & Conditions govern:

• your use of our website
• any order placed through our website
• any order placed directly with us, including via WhatsApp, email, or other direct contact methods

These Terms should be read together with our:

• Privacy Policy
• Delivery Policy
• Refund / Returns Policy (if published separately)

Where there is any conflict, these Terms apply unless stated otherwise.

3. Eligibility to Purchase

By placing an order with us, you confirm that:

• you are at least 18 years old
• the information you provide is accurate and complete
• you are legally capable of entering into a binding contract

4. Products

We sell products intended for animal consumption or use only.

All product descriptions, images, weights, ingredients and pricing are provided as accurately as possible. However:

• product appearance may vary slightly
• packaging may change from time to time
• natural products may vary in colour, size, shape, texture or smell

This does not usually amount to a fault.

You are responsible for checking that any product is suitable for your dog before feeding or use.

If your dog has allergies, intolerances, medical conditions, or specific dietary requirements, you should seek appropriate professional advice before purchase or feeding.

 

Nothing on our website should be treated as veterinary advice.

5. Orders

5.1 Placing an Order

An order may be placed:

• through our website
• by direct arrangement with us

When you place an order, you are making an offer to purchase.

Your order is not accepted until we confirm it.

We reserve the right to:

• refuse any order
• limit quantities
• cancel an order before dispatch or delivery
• decline service where necessary for operational, legal, safety or commercial reasons

This includes (without limitation) where:

• stock is unavailable
• delivery is not viable
• pricing is incorrect
• payment is not received where required
• we reasonably believe the order is not genuine or is abusive/misleading

5.2 Order Acceptance

A contract between you and us is formed when we accept your order.

Acceptance may be confirmed by:

• order confirmation email
• direct message confirmation
• payment request or payment confirmation
• dispatch or delivery preparation

5.3 Order Accuracy

You are responsible for checking:

• products selected
• quantities
• delivery details
• contact details

We are not responsible for delays, failed deliveries, or additional costs caused by incorrect information supplied by you.

6. Pricing and Payment

6.1 Prices

All prices shown are in GBP (£).

We reserve the right to change prices at any time before an order is accepted.

Delivery charges, where applicable, will be shown at checkout or communicated before confirmation.

6.2 Payment Methods

We may accept payment by:

• Bank transfer (BACS)
• Shopify checkout / website payment methods
• Any other payment method we make available

We reserve the right to require payment:

• in full before dispatch or delivery
• at the point of order
• or by another agreed method

6.3 Failed or Reversed Payments

If a payment:

• fails
• is reversed
• is charged back
• or is later disputed without valid legal basis

…we reserve the right to:

• suspend future orders
• recover any outstanding sums
• refuse further service

6.4 Late / Unpaid Orders

All orders must be paid for before dispatch or on the day of delivery, unless otherwise agreed by us in writing.

If payment is not made within the agreed timeframe and we are required to wait for payment after the order has already been delivered, this will be treated as a late or unpaid order and a breach of our payment terms.

If payment is later received following such delay, we reserve the right, at our sole discretion, to:

• refuse any future orders
• cancel any pending or future deliveries
• remove access to our delivery service
• require full upfront payment for any future orders, if accepted

We are under no obligation to continue supplying any customer who has failed to pay in accordance with our payment terms.

We also reserve the right to take appropriate action to recover any outstanding balance owed to us.

7. Delivery

7.1 Delivery Area

We currently deliver only to selected areas.

We reserve the right to refuse or cancel any order outside our operational delivery area.

7.2 Delivery Timeframes

Any delivery dates, routes, time slots or estimated arrival times are estimates only unless expressly confirmed otherwise.

We will use reasonable efforts to deliver within the agreed timeframe, but we are not liable for delays caused by circumstances outside our reasonable control.

7.3 Delivery Access

You are responsible for ensuring:

• someone is available to receive the order, where required
• the delivery address is accessible
• any relevant access instructions are accurate

If access is restricted or unsafe, we may be unable to complete delivery.

7.4 Risk and Storage

Responsibility for the goods passes to you once the order has been:

• delivered to the address provided, or
• left in a location agreed by you

Once delivered, it is your responsibility to:

• store products correctly
• transfer frozen items to appropriate freezer storage without delay
• ensure products remain safe and suitable for use

We are not responsible for thawing, spoilage, deterioration or product loss after delivery has been completed.

8. Safe Place / Authority to Leave

If you ask us to leave an order in a safe place or unattended location:

• you do so entirely at your own risk
• you accept responsibility for the goods once they have been left as instructed
• we are not liable for thawing, spoilage, contamination, theft, animal interference, weather exposure, or any other loss or damage occurring after delivery

We do not provide insulated storage materials or temperature-controlled unattended holding solutions once goods have been left.

If you request an unattended delivery, you are responsible for ensuring the location is suitable.

9. Failed Delivery / Customer Not Available

This clause matters.

If delivery cannot be completed because:

• no one is available
• access cannot be gained
• the customer asks us to wait
• the customer is “10–30 minutes away”
• or delivery otherwise fails due to customer-side issues

…this will be treated as a failed delivery.

In such cases:

• we reserve the right to leave the order only where a safe place has been clearly authorised by you
• if delivery cannot be completed, we may remove the order and treat the delivery as failed
• where a refund is issued following failed delivery, we may deduct a £10 failed delivery / delivery charge
• any refund, where approved, is typically processed within 1–3 working days

We also reserve the right, at our sole discretion, to:

• rearrange delivery for a future date
• refuse rearrangement
• cancel the order
• refuse future orders

If a rearranged delivery also fails, we reserve the right to:

• cancel any future orders
• refuse further service

This clause is intended to reflect genuine operational costs and failed route allocation, and is not intended to remove your statutory rights. Fairness and proportionality matter under UK law, so keep this charge tied to real delivery cost, not “punishment.” 

10. Cancellations

10.1 Before Preparation / Dispatch

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

If your order has not yet been prepared, packed, allocated to route, or dispatched, we may be able to cancel it.

Cancellation is not guaranteed once order preparation has started.

10.2 Perishable and Frozen Goods

Many of the products we sell are frozen, perishable, or liable to deteriorate quickly.

Where this applies, the usual 14-day “change of mind” cancellation rights for distance sales generally do not apply once the contract is in place, because these goods are exempt from that cancellation regime. That exemption exists under the Consumer Contracts framework for perishable goods / goods liable to deteriorate or expire rapidly. 

This means that if you order frozen raw dog food or similar perishable goods, you may not have a statutory right to cancel simply because you changed your mind.

However, this does not affect your rights if goods are:

• faulty
• unsafe
• not as described
• or otherwise not compliant with your legal consumer rights

11. Returns and Refunds

11.1 Faulty, Damaged or Incorrect Goods

If you receive goods that are:

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

…please contact us as soon as reasonably possible and provide:

• your order details
• a description of the issue
• clear photos where relevant

Where appropriate, we may offer:

• replacement
• refund
• partial refund
• other reasonable remedy

This does not affect your statutory rights under the Consumer Rights Act 2015. Terms cannot lawfully take those away. 

11.2 Change of Mind

Due to the nature of many of our products, we generally do not accept returns or refunds for:

• frozen products
• perishable goods
• opened consumables
• products unsuitable for resale on hygiene or safety grounds

…unless required by law.

11.3 Refund Timing

Where a refund is approved, it will usually be processed within 1–3 working days, although banking providers may take longer to reflect funds.

Refunds will normally be made back to the original payment method unless otherwise agreed.

12. Product Use and Feeding Responsibility

You are responsible for:

• feeding products appropriately
• introducing dietary changes sensibly
• supervising your dog with treats, bones, chews or supplements
• storing and handling products safely

We are not liable for issues arising from:

• incorrect feeding
• overfeeding
• unsuitable feeding choices
• failure to supervise
• improper storage after delivery
• failure to seek professional advice where needed

This clause cannot override your legal rights if a product itself is faulty or unsafe — it only covers customer-side misuse / handling.

13. Website Use

You agree not to use our website:

• unlawfully
• fraudulently
• to interfere with site functionality
• to attempt unauthorised access
• to copy or exploit content without permission

We may suspend or restrict access where necessary.

14. Accuracy of Website Information

We try to ensure all information on our website is accurate and up to date.

However, we do not guarantee that all content will always be:

• complete
• current
• error-free
• uninterrupted

We reserve the right to correct:

• pricing errors
• stock errors
• description errors
• website inaccuracies

including after an order has been submitted, where legally permitted.

15. Promotions, Offers and Discounts

Any offers, promotions, free delivery thresholds, discounts or special pricing:

• are subject to availability
• may be withdrawn or changed at any time before order acceptance
• cannot usually be combined unless stated otherwise

We reserve the right to cancel or refuse promotional use where misuse or abuse is suspected.

16. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence
• fraud or fraudulent misrepresentation
• supplying goods that do not meet statutory consumer rights

Subject to the above, and to the fullest extent permitted by law, we are not liable for:

• indirect or consequential losses
• loss of profits
• loss of business
• delays outside our reasonable control
• spoilage or deterioration after completed delivery
• losses arising from incorrect customer instructions or failure to store goods properly

17. Events Outside Our Control

We are not responsible for delay or failure to perform where caused by circumstances outside our reasonable control, including but not limited to:

• severe weather
• road closures
• vehicle breakdown
• accidents
• power outages
• supply disruption
• illness
• government restrictions
• system failures

Where possible, we will contact you and rearrange or resolve the issue reasonably.

18. Privacy and Data Protection

We process personal data in accordance with our Privacy Policy.

By placing an order or contacting us, you acknowledge that your data may be processed as described there.

19. Changes to These Terms

We may update these Terms & Conditions from time to time.

The latest version will always be available on this page.

The version in force at the time of your order will apply to that order.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales, unless mandatory consumer law gives you rights to bring a claim elsewhere in the UK.

Contact

For any questions regarding these Terms & Conditions, contact:

RAW NUTRITION LTD

Trading as THE RAW DOG

Email: info@therawdog.co.uk