Refund policy

At Raw To Your Door, we are committed to supplying fresh, high-quality raw dog food delivered directly to your home. To protect the safety of all pets and maintain product quality, we have set out the following refund and returns guidelines.

1. Perishable Goods Policy

Because our raw dog food is frozen and perishable, we are unable to accept returns once products have been delivered or collected, unless the items are faulty, damaged, or incorrect.

2. Incorrect, Faulty, or Damaged Items

If you receive:

an incorrect item,
a faulty product, or
items that arrive damaged or appear unsafe to use,

please contact us within 24 hours of delivery.

We will require:

your order number,
photos of the affected item(s) and packaging,
a brief explanation of the issue.

Once we have reviewed the information, we will offer either:

a replacement, or
a refund for the affected product(s).

3. Delivery Issues

If delivery fails or is delayed due to an error on our part, we will arrange a redelivery at no extra cost or issue a refund if the order cannot be fulfilled.

If delivery fails due to customer-related factors—such as incorrect address details or no one available to receive the order—we may not be able to provide a refund, as the goods may no longer be in a usable condition.

4. Frozen Product Integrity

All raw meals must arrive frozen. If you believe your order has thawed excessively during delivery, please contact us immediately on the same day with photos.

We will assess the situation and provide a replacement or refund where appropriate.

5. Cancellations

Before dispatch: Orders can be cancelled for a full refund.
After dispatch or once prepared for delivery: Unfortunately, cancellations are not possible due to the perishable nature of our products.

6. Allergies & Pet Preferences

We cannot offer refunds or replacements if your dog:

does not like a particular protein or flavour, or
has a reaction due to undisclosed allergies,

unless the product was mislabelled or incorrect information was provided.

If your dog has sensitivities, we are happy to advise on suitable options before you place an order.

7. How to Contact Us

If you need to report an issue or request support, please contact us as soon as possible:

Raw To Your Door
📍 Unit 5 Wilson Road, Liverpool L36 6AF, United Kingdom
📞 0151 272 0231
📧 info@rawtoyourdoor.uk