Terms & Conditions

I (the customer) hear-by confirm that my dog is a working dog and therefore the goods I am purchasing do not attract VAT.

Orders can be placed either through the Raw Dog Food Company web site, Click & Collect Partner websites, or at the tills of our retail outlets. Payment for orders is accepted using valid credit and debit cards owned and in possession of the attendant buyer. For retail locations only, cash maybe accepted, dependant on Covid19 restrictions instigated by Raw Dog Food Company for the protection of our customers and staff (please check with your Raw Dog Food Company premises in advance to ascertain if cash is acceptable at any given time).

Orders placed on a click and collect basis are generally packed and made available for collection within 24 hours of order placement. The 24 hour period is calculated for consecutive working days only. If the click and collect order is placed on a Saturday, the 24 hour period is considered to be the next working day, namely the next Monday (with the exception of Bank Holidays, for which a further 24 hour period must be added).

Orders are only ready for collection once the buyer has received notification by email that their order is packed and ready for collection. To avoid a wasted journey please wait for the receipt of your email confirmation that goods are now available for collection.
On receipt of the notification of availability for collection, the buyer has 7 working days to collect the goods. If you do not receive a confirmation email that your order is ready for collection (see above specified time description), then please check your junk mail and if not found, please contact Raw Dog food Company by telephone quoting your name and order number. (The order number is found on your order acknowledgement).

Orders for click and collect are packed on a first come first served basis. Products for click and collect orders are packed in used recycled cardboard boxes, however the buyer may choose to have these products transferred into bags or a vehicle as required.

Once sold, no goods can be taken back into stock to comply with Trading Standards and Frozen Food Supply Chain regulations, stipulating that products cannot be returned into the supply chain. Goods can only be returned if found to be faulty, at which time they will be destroyed and the item replaced for the customer.

These Terms and Conditions and all Orders placed via the Site will be governed by and construed in accordance with English Law and all parties submit to the exclusive jurisdiction of the English courts.

Ordering – Delivery Service

Using Raw Dog Food Company website to order, delivery method options will be presented from which the purchaser may select their preferred choice, either Express delivery or Click & Collect locations.

When placing an order online, each delivery option available to the customer and the associated delivery or collection dates, can be selected accordingly. Each delivery method has a differing cost/charge dependant on method of delivery (example: Express delivery incurs a charge where as a Click and Collect location delivery attracts no delivery charge).

In the instance of an express courier delivery, the purchaser should provide an accurate delivery address and any associated information required to ensure Raw Dog Food Company and/or its subcontractors has the best opportunity to accurately deliver the goods to the correct location.

When using the Express Services delivery option, Raw Dog Food Company packs the goods as effectively as possible to retain the goods as frozen for a period of 24 – 48 hours from despatch from its premises. There is no guarantee the goods will remain frozen until delivery / receipt, although Raw Dog Food Company makes every effort they remain so at time of despatch.

Express orders will be dispatched in cardboard boxes designed to provide a thermal barrier between the products and the outside of the box. Within the box a system of insulation is used to slow the thawing process. This method of packaging allows the products to remain insulated for a reasonable period, estimated to be between 24 – 48 hours.

This 24 – 48 hour period can be reduced if inclement weather and summer temperatures impose a speeding up of the thawing process. In the event of the occasional and partial thawing of products during this 24 – 48 hour period, please immediately place goods in a freezer to avoid spoiling. It is quite safe to refreeze meat products if required but only if they have not been spoiled. This allowance to refreeze cold, unspoilt and yet unfrozen product is confirmed by all of Raw Dog Food Company suppliers and brands of meats.

The definition of spoilt are goods that are all registering a temperature higher than +3% or higher on arrival. In the event that goods arrive spoilt in an Express delivery, either on the specified delivery date or thereafter, Raw Dog Food Company cannot accept any liability.

If goods arrive later than the due date and are spoilt, Raw Dog Food Company cannot accept any liability.

However, Raw Dog Food Company provides the option for the customer to insure the goods against spoilt late delivery and can be selected during the purchase process.

Insurance – Raw Dog Food Company offer this insurance against late delivery (late delivery being defined as a date 24 hours or later than the due date selected for delivery by the purchaser, and is only relevant if goods have been proven to have spoilt, see definition of spoilt above). This insurance must be selected and paid for during the order process, to avail the customer of a refund under the above defined late and spoilt definition.

If the insurance option is selected and paid for by the purchaser, the total cost of the products (less the cost of carriage) will be refunded to the customer if goods are:-

a) lost (not received at the delivery address provided within 2 working days of selected delivery date)
b) can be demonstrated to have been delivered by the Express delivery later than the selected date, and are proven to be spoilt. Any claim must be made within 72 hours of the selected due date and should include photographic evidence of spoiling of all goods. Any agreed refund will be made within 5 working days of confirmation of fact.

Minimum order value

There is a minimum order value of £40.00 for delivery.
There are minimum weights and or order values selected for various types of product and methods of delivery. We reserve the right to set and amend these minimum values to provide our customers the most reliable, efficient and cost-effective method of ordering and delivery.

Raw Dog Food Company confirm and agree that all goods supplied will have between 1 month and 12 months validity at time of collection or delivery. Please contact Raw Dog Food Company for details of provision of validity for each product line via info@rawdogfoodcompany.co.uk . In any correspondence on this subject please indicate which items you require confirmation of product validity.

Products are received, stored and prepared for despatch by Raw Dog Food Company, having maintained the goods at -18C throughout the supply chain, and in line with recommendations and requirements of DEFRA and best practise cold chain standards.

All goods are offered subject to availability.

All information contained online is correct at the time of publishing. Changes may occur from time to time. Only non-perishable products that are either damaged, faulty or sent in error, can be returned for a refund. These products must remain unused and be complete in their original packaging to be applicable for a refund. Upon receipt of these returned goods, established as being in the above described good condition by Raw Dog Food Company, a refund be issued. Issuing of a refund may take up to five working days to be credited to the customers bank account.

Returns & Refunds
RETURNS – we unfortunately cannot accept returns due to the nature of the products and contamination of products coming back into our supply chain.

REFUNDS – If you are entitled to a refund then we will refund the price of the item(s) purchased. Refunds are usually processed within 7 working days of the customer being informed. However during busy periods this may take longer. We only offer refunds onto the original payment method used to make the order. Depending on your payment issuer, this may also be extended by them.

Raw Dog Food Company, Taverham – Retail and Click and Collect Location

Raw Dog Food Company provides its customers with a convenient location from which to receive their click and collect orders:

The location address is:

Raw Dog Food Company Ltd

Unit 3 Beech Avenue Business Park,
Taverham,
NR8 6HW

Tel: 01603 869707

For customers wishing to use this location additional terms and conditions apply, specifically:

1. The Click and collect option of Taverham is available to customers on a first come first served basis for any specific collection period.

2. Orders placed for Click and Collect are available for collection on receipt of email confirmation your order has been packed and is now ready for collection. Your order will be held for 7 days in our Taverham freezers for collection at your convenience.

The operating hours for Taverham click and collect are:

Raw Dog Food Company, Dereham – Click and Collect Location

Raw Dog Food Company provides its customers with an alternative location from which to receive their click and collect orders:

The location address is:

Raw Dog Food Company / Pawsh Dogs

56 Swaffham Road,
Dereham,
NR19 2DL

Tel: 01362 422534
Mob: 07904148115

For customers wishing to use this location additional terms and conditions apply, specifically:

1. The Click and collect option of Dereham is available to customers on a first come first served basis for any specific collection period.

2. During the online purchase process, Raw Dog Food Company customers have the option to select a specific week during which they wish to collect their goods from this location. These specific week periods are identified during the online purchase process for customers to choose from.

3. Orders placed for Click and Collect are available for collection between a Wednesday through to Tuesday period from the Dereham location.

The operating hours for Dereham click and collect are:

4. Goods ordered for collection from Dereham are available to collect on your selected Wednesday through to the following Tuesday, but only during above opening hours. Goods not collected by close of business on Tuesday from the Dereham location will be returned to Raw Dog Food Company, Taverham.

5. Orders not collected from the Dereham location within the selected time frame are subject to a handling fee of £3.00 prior to the rearrangement of collection.

Raw Dog Food Company, Wymondham – Click and Collect Location

Raw Dog Food Company provides its customers with an alternative location from which to receive their click and collect orders:

The location address is:

Raw Dog Food Company / Centre Paws

At Barnards Farm
Barnham Broom Road
Wymondham
Norfolk
NR18 0RR

Tel: 01953 607699

For customers wishing to use this location additional terms and conditions apply, specifically:

1. The Click and collect option of Wymondham is available to customers on a first come first served basis for any specific collection period.

2. During the online purchase process, Raw Dog Food Company customers have the option to select a specific week during which they wish to collect their goods from this location. These specific week periods are identified during the online purchase process for customers to choose from and are confirmed in the order acknowledgement at time of order placement.

3. Orders placed for Click and Collect are available for collection between a Thursday through to the following Wednesday period from the Wymondham location, during opening hours below.

The operating hours for Wymondham click and collect are:

4. Goods ordered for collection from Wymondham are available to collect on your selected Thursday through to close of business the following Wednesday during the above opening hours. Goods not collected by close of business Wednesday from the Wymondham location will be returned to Raw Dog Food Company, Taverham.

5. Orders not collected from the Wymondham location within your selected time frame are subject to a handling fee of £3.00 prior to the rearrangement of collection.

Raw Dog Food Company, Fakenham – Click and Collect Location

Raw Dog Food Company provides its customers with an alternative location from which to receive their click and collect orders:

The location address is:

Raw Dog Food Company / The Dog House
Unit 4B, Raynham Road
Hempton, Fakenham
NR21 7LN

Tel: 01328 853373

For customers wishing to use this location additional terms and conditions apply, specifically:

1. The Click and collect option of Fakenham is available to customers on a first come first served basis for any specific collection period.

2. During the online purchase process, Raw Dog Food Company customers have the option to select a specific week during which they wish to collect their goods from this location. These specific week periods are identified during the online purchase process for customers to choose from and are confirmed in the order acknowledgement at time of order placement.

3. Orders placed for Click and Collect are available for collection between a Thursday through to the following Wednesday period from the Fakenham location, during opening hours below.

The operating hours for Fakenham click and collect are:

4. Goods ordered for collection from Fakenham are available to collect on your selected Thursday through to close of business the following Wednesday during the above opening hours. Goods not collected by close of business Wednesday from the Fakenham location will be returned to Raw Dog Food Company, Taverham.

5. Orders not collected from the Fakenham location within your selected time frame are subject to a handling fee of £3.00 prior to the rearrangement of collection.

Raw Dog Food Company, Thetford – Click and Collect Location

Raw Dog Food Company provides its customers with an alternative location from which to receive their click and collect orders:

The location address is:

Raw Dog Food Company / Pooch’s Yard – Doggy Day Care
Unit 20/22 Telford Way,
Thetford,
Norfolk,
IP24 1HU

Tel: 01842 646006

For customers wishing to use this location additional terms and conditions apply, specifically:

1. The Click and collect option of Thetford is available to customers on a first come first served basis for any specific collection period.

2. During the online purchase process, Raw Dog Food Company customers have the option to select a specific week during which they wish to collect their goods from this location. These specific week periods are identified during the online purchase process for customers to choose from and are confirmed in the order acknowledgement at time of order placement.

3. Orders placed for Click and Collect are available for collection between a Thursday through to the following Tuesday period from the Thetford location, during opening hours below.

The operating hours for Thetford click and collect are:

4. Goods ordered for collection from Thetford are available to collect on your selected Thursday through to close of business the following Tuesday during the above opening hours. Goods not collected by close of business Tuesday from the Thetford location will be returned to Raw Dog Food Company, Taverham.

5. Orders not collected from the Thetford location within your selected time frame are subject to a handling fee of £3.00 prior to the rearrangement of collection.