Returns & Refunds

Returns and Refund Policy

We sell frozen raw food. That shapes how returns work here, so this policy says plainly what we can and can’t do — and what we’ll always put right.

Why we can’t accept returns of raw food

Once frozen raw meat has left our freezer and travelled to you, we have no way of knowing how it’s been stored, and no safe way of putting it back into stock. For that reason we don’t accept returns of raw food, and perishable goods are exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013.

This does not affect your legal rights if something is wrong with your order. See below.

If something is wrong with your order

This is the part that matters, and we take it seriously. Contact us within 24 hours of delivery at woof@rawfeeder.co.uk if your order arrives:

damaged, leaking, or with packaging compromised
defrosted or no longer properly chilled
incorrect, incomplete, or not what you ordered
otherwise not of satisfactory quality

Photographs help us sort it out quickly, so please include them if you can. We do not need the product sent back — please don’t post frozen meat to us. We’ll refund or replace, whichever you prefer.

Cancelling before dispatch

Orders are picked and packed Monday to Thursday. If you need to cancel or change an order, email us as soon as you can — if it hasn’t been dispatched, we’ll cancel it and refund you in full. Once a frozen order is with the courier we can’t recall it.

Non-returnable items

All raw food and perishable goods
Any product that has been opened, used, or defrosted
Gift cards

Refunds

Once we’ve agreed a refund, we’ll process it to your original payment method within 5 business days.
Your bank or card provider may take a few days more to show it.
If more than 15 business days have passed since we confirmed your refund and you still haven’t seen it, email us at woof@rawfeeder.co.uk and we’ll chase it.

Your statutory rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, including your right to goods that are of satisfactory quality, fit for purpose, and as described.