Return and Refund Policy
Last updated: February 22nd, 2024

If, for any reason, You are not completely satisfied with a purchase we invite You to review our policy on refunds and returns. If you have any problems with your order or any of the items are unsatisfactory, please get in touch with us via gareth.watkins1987@hotmail.co.uk, quoting your order number, and a description of goods, fault and pictures of product and batch numbers. We will do our best to deal with your problem efficiently. Please note that we are unable to accept returns on frozen, raw and perishable goods as these are exempt from the right to cancel.

The following terms are applicable for any products that you purchased with us. 
Interpretation and Definitions
Interpretation -
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions -
For the purposes of this Return and Refund Policy:
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Raw & More K9 Shop, Beeston, Nottingham, England, NG9 1ES.
Goods refer to the items offered for sale on the Service.
Orders mean a request by You to purchase Goods from Us.
Service refers to the Website.
Website refers to Raw & More K9 shop, accessible from rawandmorek9.co.uk
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
 

Your Order Cancellation Rights
You are entitled to cancel Your Order within 14 days without giving any reason for doing so.
The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:
By email: gareth.watkins1987@hotmail.co.uk.

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
 

Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
The Goods were purchased in the last 14 days
The Goods are in the original packaging
 

The following Goods cannot be returned:
The supply of Goods made to Your specifications or clearly personalised, such as ID tags.
The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over, such as perishable goods.
The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.
 

Returning Goods - 
You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:
130 Chilwell Road, Beeston, Nottingham, NG9 1ES.
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery. Please allow up to 30 days for your refund to be processed.

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FOR ONLINE PURCHASES
Refunds are available for any non-frozen / non-perishable goods within up to 30 days of purchase, and you must return the goods within 14 days of requesting a refund, complete with the original packaging to us at your own expense.

It is your responsibility to take reasonable care of the goods before they are returned to us. Goods must be packaged adequately to protect against damage and arrive in a saleable condition. If there is any damage or deterioration evident, we will charge you for the reduction in value. All monies paid to us by you including any postage / carriage will be refunded within 30 days, less any costs due under this contract. This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described. 
Adding to original orders can be made using the dedicated 'addon' promotion code option at the checkout. By selecting to pay delivery again, you will not qualify for a refund if both orders are delivered together. Refunds for selecting the wrong shipping at checkout can not be given after payment has been made.

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PURCHASES MADE IN PERSON
We are not able to offer refunds on goods bought in person from our shop which are being returned for reasons such as because they are no longer required or you have changed your mind.
This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described. Please see 

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Faulty Goods (purchased online or in-store)
If there is a problem with the goods you have purchased, please notify us by email providing details of the problem within 30 days of purchase. It is helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights. If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received by us and checked.

The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs. Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request. If an item is no longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund. Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

If you have any questions about our Returns and Refunds Policy, please contact us:
By email: gareth.watkins1987@hotmail.co.uk