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 has been stored, and no safe way of putting it back into stock. For that reason we don't accept returns of raw food. Perishable goods are also 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.
If something is wrong with your order
Contact us within 24 hours of delivery at woof@rawfeeder.co.uk if your order arrives damaged or leaking, defrosted or no longer properly chilled, incorrect or incomplete, or otherwise not of satisfactory quality. Photographs help us sort it out quickly. Please do not post frozen meat back to us — we don't need the product returned. 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.
Contact
Raw Feeder, Iron Business Park, Blackburn BB2 3QQ, United Kingdom
woof@rawfeeder.co.uk