Returns Policy

My item is eligible for a refund – what should I do now?

Alongside your statutory rights we take a pragmatic and fair approach and will help wherever we can. Here are our frequently asked questions about returns.

I’ve changed my mind – can I get a refund?

Yes you can, cancel before your goods are loaded on our van for a full refund. After loading a 25% handling cancellation charge will be levied to cover our costs. When delivery has been made you can still return goods within 14 days. The onus is on you to get the goods back to us as delivered and after written acceptance from us has been received.

Unfortunately, unless there is a fault with an item or it doesn’t match the description as advertised, there are a few items that we cannot refund:

  • Items that have been used
  • Items that aren’t in a re-saleable condition, or not in their original packaging
  • Unsealed pet or animal hygiene products
  • Personalised or made to measure products
  • Perishable goods
    • Frozen goods can not be returned under any circumstances unless faulty. These will be tested to ensure they have been correctly stored frozen before refund or exchange at our discretion.
  • Items that become inseparably mixed with other items, after delivery
  • Unsealed electrical items.

My item is eligible for a refund – what should I do now?

Request collection by us on your next delivery or arrange to bring back goods to us by prior arrangement. Our drivers are not authorised to bring any items back without prior arrangement without which no refund will be made.

I’ve received an incorrect, damaged or faulty item – what should I do?

Mistakes happen we are only human. If you have received an incorrect or damaged item, or find your product is faulty, please get in touch within 24 hours and a member of our team will be happy to help. Email us at info@rawdogfoodsurrey.co.uk.

Where is my refund?

We process refunds punctually however less can be said of some banks! Your bank unbeknown to you may sit on the refunded money for many days before putting into your account. This is beyond our control.

Will I receive a refund for the delivery costs I paid?

Unless a product is accepted after inspection as faulty the delivery costs are not reimbursed.