Returns & Refunds

Returns and Refund Policy

At Raw Direct, customer satisfaction is our top priority. We strive to ensure your pet enjoys the freshest and highest-quality raw dog food. However, due to the perishable nature of our products, please review the following guidelines:

 

1. Returns Policy

  • Perishable Products: Due to hygiene and safety concerns, we cannot accept returns on raw food products unless there is a fault with the item (e.g., damaged packaging, incorrect order, or product quality issues).
  • Non-Perishable Items: For accessories or non-perishable products, returns are accepted within 14 days of receipt, provided the item is unused, in its original condition, and packaging.

 

2. Refunds

  • If you receive a faulty or incorrect item, please contact us within 48 hours of delivery. We may request photos of the issue to process your refund or replacement.
  • Refunds will be issued to your original payment method and may take 5-7 working days to process after approval.
  • If you receive an incorrect item, please send a photo of what you received within 24 hours to bark@rawdirect.co.uk.

 

3. Cancellations

  • Orders can be canceled prior to dispatch. Once shipped, cancellations are not possible due to the perishable nature of our products.
  • For subscriptions, cancellations must be made at least 7 days before the next scheduled delivery.

 

4. Reporting Issues

  • If there are issues with your delivery (e.g., delayed or damaged), notify us immediately at +44 03301 330308.
  • We are not responsible for products that spoil due to late collection or incorrect storage after delivery.

 

5. Storage and Handling

  • All raw food products must be stored correctly (e.g., frozen immediately upon delivery). Failure to follow storage instructions may void any refund claims.

 

6. Exceptions

We reserve the right to refuse refunds for:

  • Products that are returned without prior approval.
  • Claims made after the stated timeframes.

For any questions or to start a return or refund process, please contact our Customer Service team at +44 03301 330308.