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Refund Policy

Refund & Returns Policy

Last Updated: 13 June 2026

At Doncaster Raw Foods LTD, we want our customers to be completely satisfied with their purchases. This Refund & Returns Policy explains your rights and our procedures regarding refunds, returns, damaged goods, and perishable products.

If you have any questions regarding this policy, please contact us:

Telephone: 01302 618830

Email: doncasterrawfoodsltd@gmail.com

Website: www.doncasterraw.co.uk

1. Perishable Products

Due to food safety regulations, raw dog food and other perishable products cannot normally be returned once delivered.

Perishable products include:

  • Raw dog food
  • Frozen meals
  • Raw meaty bones
  • Chilled products
  • Natural treats with limited shelf life
  • Any consumable product requiring refrigeration or freezing

Refunds or Replacements May Be Offered If:

  • The product arrives damaged.
  • The product is faulty.
  • The wrong item has been supplied.
  • The product is unfit for consumption upon arrival.

Customers must notify us within 24 hours of delivery and provide:

  • Order number
  • Description of the issue
  • Photographs of the product and packaging where applicable

Failure to notify us within this timeframe may affect your eligibility for a refund or replacement.

2. Products Arriving Partially Defrosted

Frozen products may occasionally arrive partially thawed during transit.

If products are:

  • Still cold to the touch, and/or
  • Contain ice crystals

they are generally considered safe to refreeze.

If you are concerned about the condition of your delivery, please contact us immediately with photographs and we will assess the situation.

3. Non-Perishable Products

Non-perishable items include:

  • Feeding accessories
  • Bowls
  • Toys
  • Equipment
  • Storage containers
  • Selected supplements and accessories

You may return eligible non-perishable items within 14 days of receipt if:

  • The item is unused.
  • The item is in its original packaging.
  • The item is in a resalable condition.

Customers are responsible for return postage costs unless the item is faulty or supplied incorrectly.

4. Faulty or Incorrect Goods

If you receive:

  • A faulty product
  • A damaged product
  • An incorrect product

please contact us as soon as possible.

Where appropriate, we may offer:

  • A replacement
  • A refund
  • Store credit

We may request photographic evidence before processing a claim.

5. Order Cancellations

Before Dispatch

Orders may be cancelled before dispatch for a full refund.

After Dispatch

Perishable orders generally cannot be cancelled once dispatched due to food safety requirements.

Non-perishable orders may still be eligible for return under the terms outlined above.

6. Refund Processing

Approved refunds will be issued using the original payment method.

Please allow up to:

  • 5–10 working days for processing
  • Additional time depending on your bank or payment provider

We will notify you once your refund has been processed.

7. Exclusions

Refunds will not normally be provided for:

  • Products incorrectly stored after delivery
  • Products left unattended after delivery where agreed safe-place instructions were provided
  • Customer change of mind regarding perishable products
  • Opened or partially used consumable products
  • Products damaged through misuse

8. Customer Responsibility

Upon delivery, customers are responsible for:

  • Inspecting goods promptly
  • Ensuring frozen products are placed into suitable storage immediately
  • Following all product storage instructions

Failure to properly store products may affect refund eligibility.

9. How to Request a Refund

Please contact us with the following information:

  • Full name
  • Order number
  • Description of the issue
  • Supporting photographs (if applicable)

Contact Details:

Doncaster Raw Foods LTD

Telephone: 01302 618830

Email: doncasterrawfoodsltd@gmail.com

Website: www.doncasterraw.co.uk

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection legislation.

Customers remain entitled to remedies where goods are faulty, not as described, or otherwise fail to meet legal requirements.

Doncaster Raw Foods LTD

Quality Products. Honest Service. Customer Satisfaction.