Refund policy

At Raw To Your Door we supply fresh, high-quality raw dog food and a range of dry goods, treats and supplements. Because frozen food and dry goods are very different products, they are covered by different rules. Please read whichever section applies to your order.

Frozen and Chilled Products

We cannot accept returns of any frozen or chilled raw food once it has left our premises.

This is not a commercial decision. Food safety regulations and frozen food supply chain rules prevent perishable products being taken back into stock once they have been out of our control, because we have no way of verifying how they have been stored. Any frozen food returned to us has to be destroyed.

This does not affect your legal rights where goods are faulty, damaged, incorrectly supplied, or unfit for use on arrival. See Problems With Your Order below.

Partly defrosted food

Raw food is not sent in a refrigerated vehicle and it is normal for orders to arrive partially defrosted or soft to the touch. If the food is still cold, it is safe to refreeze and is not classed as faulty. Full details are in our Shipping Policy.

Dry Goods, Treats, Supplements and Accessories

Non-frozen, non-perishable items can be returned within 30 days of delivery or collection.

To be eligible for a refund

The item must be unopened, unused and sealed, in its original packaging.
It must be in a resaleable condition.
You must have proof of purchase or your order number.

How to return an item

Contact us within 30 days of receiving your order to request a return. Please do not send anything back before contacting us.
Once we have confirmed the return, send the item back to us within 14 days.
Return postage is at your own cost unless the item is faulty, damaged or was sent in error.
Please obtain proof of postage. Until the item reaches us it remains your responsibility, and we cannot refund items lost in the post without proof of postage.
Package the item well. If it arrives damaged or shows signs of use, we may deduct the reduction in value from your refund.

Items we cannot accept back

Any frozen or chilled product
Opened or part-used dry food, treats or supplements
Items returned more than 30 days after delivery
Items without their original packaging

Problems With Your Order

If any item arrives damaged, faulty, incorrect, or unfit for use, please contact us within 24 hours of delivery.

Please send us:

Your order number
Clear photographs of the item and its packaging as it arrived
A short video where possible, particularly for temperature complaints
A brief description of the problem

We cannot investigate claims made outside this window, as we have no way of knowing how the goods have been stored in the meantime. Once we have reviewed the information we will offer a replacement or a refund for the affected items.

Faulty frozen goods do not need to be returned — they are destroyed rather than taken back into stock. Please do not post frozen food back to us.

Cancelling an Order

Before your order has been picked and packed: contact us as soon as possible and we will cancel and refund in full.
Once your order has been picked and packed: we cannot cancel orders containing frozen food, as the goods have already been taken from our freezers and prepared for your order.

Under the Consumer Contracts Regulations, perishable goods are exempt from the standard 14-day cancellation right. This does not affect your rights in relation to faulty or misdescribed goods.

Delivery Problems

If a delivery fails because of an error on our part, we will arrange redelivery at no extra cost or refund you in full if we cannot fulfil the order.

If a delivery fails for reasons within your control — an incorrect address, no safe place given, or a delivery rescheduled directly with the courier — we may not be able to refund you, as perishable goods are unlikely to remain in a usable condition. Full details are in our Shipping Policy.

Allergies and Fussy Eaters

We cannot offer refunds or replacements if your dog simply does not like a particular protein or flavour, or reacts to an ingredient we were not told about, unless the product was mislabelled or we gave you incorrect information.

If your dog has known sensitivities, please get in touch before ordering and we will happily advise on suitable options.

Refunds

Once we have received and inspected a return, we will email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 5 working days, though your bank may take a further few days to show it.

If you have not received an approved refund after 10 working days, please contact us with your order number.

Your Legal Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose.

Contact Us

Raw To Your Door
Unit 5 Wilson Road, Liverpool L36 6AF, United Kingdom
Phone: 0151 272 0231
Email: info@rawtoyourdoor.uk