Natural Raw Goodness

Made in the UK

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Terms & Conditions

Bolingbrook Park Foods Limited T/A RaaW Pet Foods – registered company in England number 11384883, registered office 21 Hornbeam Square South, Harrogate, HG2 8NB

These terms and conditions govern the relationship between you and us and the legal terms under which we sell any of our products on our site or via any other sales channel such as e-mails, retail, telephone, or live chat. These Terms and Conditions will apply to any contract between us for the sale of products. We advise that you read these terms prior to using the RaaW website or any other form of associated correspondence. By using this website you accept our terms and conditions.

We reserve the right to make changes to our Terms and Conditions.

Website Access

Access to this website is provided in agreement with the Terms and Conditions, in addition any online orders made by you or on your behalf are also placed in agreement with these Terms and Conditions.

Registration

You warrant that you are responsible for all personal information provided to register as a customer to be accurate and true. 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. We reserve the right not to process your order.

Your online account is non-transferable and cannot be assigned to or traded to any other party.

In order to permit purchases on our website and thus entering a contract it is a requirement under English law that you; Be 18 years of age or over; provide your correct name, email address, payment details and delivery address within 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)

Termination

We have the right to disable your account if there is reasonable opinion that you have failed to comply with our Terms and Conditions, this includes impersonating any other person or entity.

Product

Product images on our website are for illustrative purposes only. The packaging format of the product may vary from that shown in the images displayed on our website.

We reserve the right to make minor changes to the product without notice and at our discretion.

Product weight may vary from weight displayed on packaging.

Products are perishable and once delivered please take all necessary steps to ensure that products are stored as per our recommendations which can be found on the product packaging and on your website Questions and Answer page.

Allergens

We cannot be held responsible from any allergic reaction your pet may have or any form of adverse consequences from an allergen.

Security and Passwords

Upon registering with us on our website you are required to create a password for your user account. It is your responsibility to keep this safe.

Orders

Upon delivery of your order we may send an email request for you to review our products/services.

We cannot be held liable for any form of loss that you may suffer if an unauthorised party procures data relating to purchases made on our website.

Pricing

Product prices include VAT based on the current rate within the United Kingdom and exclude delivery charges. A vatable invoice will be generated upon order.

Promotions

Promotional offers on our website are subject to stock availability, we reserve the right to cancel or modify a promotion without notice. At our discretion we may restrict who may enter into offers for any reason.

Competitions

Only one person per email address can enter competitions with winners selected at random and notified by email.

It is our right to extend competition entry deadlines without prior notice.

By entering a competition entrants agree that personal details may be used by us for future marketing communications and that competition winners names may be published.

Delivery

We currently deliver to almost all UK addresses excluding Jersey/Guernsey/Northern Ireland/Republic of Ireland/Isle of Man/Isle of Scilly/Scottish Island/Highlands or any PO Box address with delivery made via our third party courier.

When you place an order, you will receive an email order confirmation within 24 hours of placing your order. This will confirm products ordered, price and delivery address. If you do not receive an order confirmation within 24 hours please contact; orders@raawpetfoods.com.

All orders are currently dispatched Tuesday and Thursday. Orders received by 5pm on a Sunday will be dispatched by the following Tuesday. Any orders received after 5pm Sunday will be dispatched the following Thursday.

Your delivery doesn’t need to be signed for and will be placed at your door or as per your delivery instructions.

Your RaaW delivery will be your responsibility from the time we deliver the product to the address you have given to us. Please ensure you store the product as detailed on the product packaging. If you are unhappy with the temperature that you receive your product please contact us on the day of delivery by emailing orders@raawpetfoods.com.

We accept no liability for the management of the product after the delivery has been made to the address given by you. It is your responsibility to manage the freezing of the food and adhere to the shelf life stated on the pack.

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.

If your delivery arrives damaged or destroyed please ensure you contact us on orders@raawpetfoods.com on the day of delivery. Please be aware we reserve the right not to credit, refund or provide a discount if we believe your order to have be sent in a suitable condition.

In the unlikely event we don’t have all your requested meals in stock, we may need to substitute a meal variety.

The product substitution will be specific to your pet type i.e. Cat or Dog.

For any additional information regarding your order please contact us: orders@raawpetfoods.com

Please ensure that contact details, address and where to leave your parcel information is kept up to date.

We will not accept any liability for any subsequent loss as a result of your order being ‘lost’ or not delivered on time. Additionally we cannot accept any liability for incorrect delivery details being provided which may result in you incurring the cost of a returned delivery.

Cancellation

Orders can be cancelled up until 12pm prior to the day of dispatch by emailing orders@raawpetfoods.com. Please include your order number and we will refund any payment taken relating to that order. Please note, refunds can take up to 7 working days to be returned.

Returns/Refunds

In the very unusual event that you are not satisfied with your order please contact us; order@raawpetfoods.com within 7 days of receiving your order; including the order number and reason for your dissatisfaction. Please be aware we reserve the right not to credit, refund or provide a discount if we believe your order to have be sent in a suitable condition.

We are under a legal duty to supply products that are in conformity with this contract and each product is sold subject to its product description which can be found on the relevant page for that product.

If you think that any product you have received does not match its description, is not of satisfactory quality, does not meet any relevant guarantee we have made, or is otherwise faulty or defective, then in the first instance please contact Customer Services 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.

We will refund to you the cost of any product affected by such issues. To receive a refund of an affected perishable product though, you must notify us of any such issues before the expiry of the “use by”, “best before” or “BBE” date stamped on the product.

The guarantees provided above are in addition to your legal rights in relation to products that are defective, faulty or not as described. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.

Payment

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.

Indemnity

You agree to indemnify, defend and hold Bolingbrook Park Foods Ltd (T/A RaaW Pet Foods) and our directors and employees harmless from and against any and all claims; pet illness, pet death, liability, loss, expenses, damages, judgments, demands and costs (including reasonable legal fees and expenses) arising out of any breach of Terms in connection with you or anyone you may be responsible for or any other form of liabilities from the use of our website.

Force Majeure

We will not be deemed in breach of the Terms or Conditions or Contract as a result of failing to perform our obligations or any form of delay in our performance if the failure or delay is due to any reason or circumstances beyond our control.

Limitation Of Liability

The use of this website and its content is at your own risk.

Our online feeding guides serve as a guide only and it is your responsibility to monitors your pets condition and weight. If you have any concerns about your pets health please consult your vet.

Any advice given by any member of the RaaW 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.

If we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the products and other losses that you suffer as a result of our failure to comply which are a foreseeable consequence of such failure.

Nothing in these terms and conditions excludes or limits our liability for:

a. liability which may not be limited or excluded by section 31 (1) Consumer Rights Act 2015;

b. fraud or fraudulent misrepresentation;

c. death or personal injury caused by our negligence;

d. defective products under the Consumer Protection Act 1987; or

e. any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.

Creation of Contract

Website application; user will receive account number.

Orders are placed when ‘confirm order’ button is pressed.

Order acknowledgement email will be sent confirming products selected, please note this is not an order confirmation.

Delivery is an additional charge to your order which will include VAT; with order acceptance and creation of contract taken place on dispatch of products ordered.

We hold the right to change cost of delivery charge without any prior notification. Delivery chargers will be clearly stated within the website Shop page.

We hold the right to refuse to process a transaction for any reason at our sole discretion which we may or may not notify you that an order has not been accepted.

We will not hold any liability to you or any third party for the withdrawal of any product from our website that may or may not been sold, additionally the editing or removal of any website content, suspending or refusing to process a website transaction.

Third party rights

A contract under these terms and conditions is for our benefit and your benefit, and is not intended to benefit or be enforceable by any third party.

The exercise of the parties’ rights under a contract under these terms and conditions is not subject to the consent of any third party.

Zero Tolerance Policy

The use of abusive language or any form of verbal threats made by email, face to face or by telephone will result in your order being cancelled.

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