Terms & Conditions - RaaW Pet Food

TERMS & CONDITIONS

Purpose
1. These terms and conditions set out:
  1. terms on which we supply products via our website raawpetfoods.com (our site); and
  2. the rules for using our site.
2. By using our site and/or ordering products from our site, you confirm that you accept these terms and conditions and that you agree to comply with them. If you do not agree to these terms and conditions, you must not use our site and will not be able to order products from our site. You should keep a copy of these terms and conditions for your future reference.

Restriction

Our site and the products on it are aimed at consumer customers in the United Kingdom (excluding the following regions: Jersey, Guernsey, Northern Ireland, Republic of Ireland, Isle of Man, Isle of Scilly, Scottish Island/Highlands or any PO Box address). We do not accept orders from customers in any other part of the world.

Information about us

Raawpetfoods.com is operated by Neerock Limited (trading as RaaW Pet Foods). We are a limited liability company registered in England and Wales under company number 02572702 and have our registered office at Hilmore House, Gain Lane, Bradford, BD3 7DL). Our main trading address is Junction Street, Colne, BB8 8LH. Our VAT number is 343475355.

Information about you
1. By placing an order through our site, you warrant (promise) that:

you are at least 18 years old;
you are resident in the United Kingdom and are ordering products for use in the United Kingdom (excluding the following regions: Jersey, Guernsey, Northern Ireland, Republic of Ireland, Isle of Man, Isle of Scilly, Scottish Island/Highlands or any PO Box address);
you are ordering products for private use (and not for a business); and
you have provided honest and accurate information about yourself and are authorised to use the card or account you are using to pay.

1. We reserve the right to conduct checks to verify your identity and credit status and to seek to prevent fraud or other criminal activity. We may share your information with the police and other law enforcement authorities and with card issuers and payment account operators for this purpose.
2. We will only use your personal information as set out in our privacy policy at raawpetfoods.com/privacy/.

Contract formation
1. Your contract with us will be created (in the English language) as follows:
  1. 1. 1. Order – You select the products you want and place your order online by pressing the ‘confirm order’ button. We do not accept orders by any other means of communication. This is your offer to buy the products from us.
      2. Payment – We will take payment for your order when it is placed. If we reject your order or any part of it (see below) we will refund the payment taken from you (or relevant part thereof).
      3. Acknowledgement – We will send an order acknowledgement to you by email when you place your order. We will also send you an email within 24 hours of you placing your order to confirm the products ordered, price and delivery address. If you do not receive such order confirmation within 24 hours please contact info@raawpetfoods.com. These emails do not amount to acceptance of your order.
      4. Acceptance – Your order is subject to our acceptance. We accept your order when we dispatch the products to you. The contract between us (Contract) is formed only when we dispatch the products.
      5. Rejection – We will notify you by email if we do not intend to fulfil the whole or any part of your order. We will refund any payment taken for such an order (or part order).

Product information
1. We take care to ensure that the product descriptions and pictures on our site are accurate, but reserve the right to correct any errors without prior notice.
2. A product’s true colour or its packaging may vary from that shown in the images displayed on our site.
3. We can always change a product to reflect changes in relevant laws and regulatory requirements.
4. Where a product in your order is not available, we may email you to ask if you would like the product to be substituted with another product. The product substitution will be specific to your pet type i.e. cat or dog. We will not provide you with the substituted product unless you confirm to us by email that you accept the substitution.

Pricing and payment
1. Subject to condition 7.2, the price of the products and our delivery charges will be as quoted to you by our site when you place your order.
2. Despite our best efforts, pricing errors may occur. If there is an error in the price given for the products or our delivery charges:
  1. 1. 1. if the correct price is lower than the price you have paid, we will refund the difference; and
      2. if the correct price is higher than the price you have paid, we will contact you and give you the option of cancelling your order or paying the correct price.
3. Product prices include VAT and exclude delivery charges.
4. The prices on our site are subject to variation at any time without prior notice. We reserve the right to withdraw special offers, discounts and promotions at any time without prior notice.
5. Payments can be made using all major credit and debit cards. All cardholders are subject to online validation and authorisation checks by the card issuer. If your card issuer refuses to authorise payment we will not be held liable for not delivering or delaying an order.

Delivery
1. We will deliver the products to the delivery address given in your order, provided that it is an address in the United Kingdom (excluding addresses in Jersey, Guernsey, Northern Ireland, Republic of Ireland, Isle of Man, Isle of Scilly, Scottish Island/Highlands or any PO Box address). We are not able to accept changes to the delivery address. We reserve the right to split your order, or combine your orders, between different packages, and to deliver in instalments.
2. Delivery will be made via our third party courier. Delivery is subject to an additional charge which will be clearly communicated to you on our site before you place your order.
3. All orders are currently dispatched Monday to Friday. Our typical delivery times are set out in the section of our site headed ‘Delivery, Returns & Refunds’. These are estimated delivery times only. We will endeavour to adhere to them, but time of delivery is not of the essence of the Contract.
4. Your delivery doesn’t need to be signed for and will be placed at your door or left in a place you designate as per your delivery instructions.
5. You will own the products once you have paid for them in full and they have been delivered to you.
6. If you are unhappy with the temperature that you receive your products please contact us on the day of delivery by emailing info@raawpetfoods.com.

Product storage
1. Your delivery will be your responsibility from the time we deliver the products to the delivery address given in your order. This means that you are responsible for taking good care of them and for their loss, theft or damage whilst in your care.
2. Please ensure you store the products as detailed on the product packaging and as set out on the Questions & Answers section of our website accessible at raawpetfoods.com/faq/. You acknowledge that the products are perishable and once delivered you must take all steps necessary to ensure that the products are stored according to our recommendations. We will not be liable for any products which ruin due to poor storage after they have been delivered.

Cancellation before dispatch
1. Orders can be cancelled up until 12pm on the working day before the products are to be dispatched by emailing info@raawpetfoods.com. Please include your order number and we will refund any payment taken relating to that order (including delivery charges). Please note, refunds can take up to 7 working days to be returned.
2. In light of the perishable nature of the products, we are not able to accept cancellation requests received after the cut-off time in condition 10.1 above.

Refunds
1. We are under a legal duty to supply products that are in conformity with the Contract entered into between us and each product is sold subject to its product description which can be found on the relevant page for that product.
2. If you think that any product you have received does not match its description, is not of satisfactory quality, or is otherwise faulty or defective, then in the first instance please contact info@raawpetfoods.com who will do their best to assist you. We reserve the right to ask you to send us reasonable evidence of any product affected by such issues.
3. We will refund to you the cost of any product affected by the issues set out in condition 11.2. As the products are perishable, to receive a refund you must notify us of any such issues before the expiry of the “use by”, “best before” or “BBE” date stamped on the affected product. We reserve the right to refuse to provide a refund in the event you notify us of any such issues after such date.
4. Refunds are usually made by the same method you used to make payment (e.g. a refund to the credit card you paid with). We will not issue refunds to third parties or to other cards or accounts.

You promise to reimburse us
1. You promise to reimburse us for any loss we suffer arising out of:
  1. your breach of these terms and conditions;
  2. your breach of the Contract;
  3. your failure to follow the guidance we provide as to storage of the products as detailed on the product packaging and as set out on the Questions & Answers section of our website accessible at https://www.raawpetfoods.com/faq/; and/or
  4. your misuse of our site.

Our liability

Feeding guides

1. Our online feeding guides found at raawpetfoods.com/feeding-raaw-guidelines/ serve as a guide only and it is your responsibility to monitor your pet’s condition and weight. If you have any concerns about your pet’s health please consult your vet.

Advice

1. Any advice given by any member of our customer service team is generalised advice and not specific to your pet. We strongly advise that you speak to your local vet relating to any health concerns.

Allergens

1. 13.3.You are responsible for checking the advertised allergens in each product you wish to order and determining whether the product is suitable for your pet. We cannot be held responsible for any allergic reaction your pet may have or any form of adverse consequences from an allergen.

Products not for human consumption

1. 13.4.The products are not intended for human consumption.

Events beyond our control

1. 13.5.We shall not be liable for any failure or delay in the performance of our obligations under these terms and conditions or at law if that failure or delay is wholly or partially attributable to circumstances beyond our reasonable control (such as natural disaster, fire, flood, disease, war, strike, industrial action, terrorism, trade embargo, or failure or delay in energy supply, internet, telecommunication, other utilities or transport systems). We will use reasonable endeavours to overcome the effect of any such circumstances as soon as we can.

Availability and accuracy of our site

1. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

Failure to comply with these terms and conditions

1. If we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the products or replacement of the products (as the case may be) and other losses that you suffer as a result of our failure to comply which are not unexpected, avoidable or a business loss.

Liability we can’t exclude

1. Nothing in these terms and conditions excludes or limits our liability for:
  1. 1. 1. liability which may not be limited or excluded by section 31 (1) Consumer Rights Act 2015;
      2. fraud or fraudulent misrepresentation;
      3. death or personal injury caused by our negligence;
      4. defective products under the Consumer Protection Act 1987; or
      5. any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.

Security
1. You are responsible for all actions and changes to your account and you will notify us immediately of any changes to your account details and personal information.
2. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
3. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms and conditions.
4. We do not guarantee that our site will be secure or free from bugs or viruses.
5. You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
6. You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Customer services
1. If you have any questions or complaints, please contact our team by email at info@raawpetfoods.com or call us at 01282 865704.

General provisions
1. The exercise of the parties’ rights under a contract under these terms and conditions is not subject to the consent of any third party.
2. We may make changes to these terms and conditions at any time. Changes will have effect from the time they are first posted on our site and will apply to orders placed after that time. You should check these terms and conditions each time you place an order. We may also update and change other sections of our site from time to time to reflect changes to our products, our users’ needs and our business priorities.
3. If a court decides that any part of these terms and conditions or any other part of the Contract is illegal or unenforceable, that part will be severed and deleted and the rest will remain in force.
4. If at any time either of us chooses not to enforce any right or remedy that we have, we will not be deemed to have waived that right or remedy unless we confirm in writing that we have done so
5. These terms and conditions and the Contract are governed by the laws of England and disputes in connection with them are subject to the exclusive jurisdiction of the English courts. If you are a consumer living in Scotland or Wales you may rely upon your local laws and courts.