Terms and Conditions

1. About Us

This Website www.rawgeouspetfood.com Is Owned And Operated By:

COMPANY NAME: Pets Approve Ltd T/A The Rawgeous Pet Food Company

COMPANY ADDRESS: The Clubhouse, Stockley Park Golf Club, Stockley Park, Uxbridget, Middlesex, UB11 1AQ

VAT Number: UK355315604

Email: woof@rawgeouspetfood.com

If you need to contact us please use the details above.

Privacy Policy

As part of the general data protection regulation (GDPR) as of May 2018 please view our up to date privacy policy HERE. Acceptance of these Terms & Conditions includes acceptance of our privacy policy.

2. Make A Contract With Us

2.1 When you place an order with us, you are agreeing to purchase goods from us. We will send you an email to confirm that we have received your order & payment.

2.2 Once we have received your order it will be passed to our dispatch team who will pick and pack your order, the time scale of this will vary depending on the delivery method you selected during checkout. When your order is dispatched you will receive another email (and text message) from us confirming this.

2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this, refund you in full and there will be no contract between us. We have a high tech stock control system in place so this should rarely occur.

2.4 Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products they may vary from the image/s shown on the website and indeed from each other. They will not include any of the pictured accessories, unless stated in the specification of the goods.

2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Furthermore see point 2.4 for the natural variation found in most of our products.

2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

2.7 This contract is covered by English law.

2.8 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

3. How To Place An Order

3.1 You can use our website to place a one off order or subscribing. Items you do not require can be removed from your basket at any time before purchase.

3.2 You will be required to pay for the goods in full at the time of ordering.

3.4 We use secure payment processing for online purchases. You can pay for your order by visa, mastercard or most other debit/credit cards. Pets Approve Ltd does not receive or store any payment information.

3.5 Promotional prices are subject to availability.

3.6 All prices quoted on our website are in UK pounds sterling and include value added tax at the current rate. 3.7 Once your order has been placed, changes may not be possible or if they are, these may incur additional charges or delays.

4. Delivery & Carriage

 

4.1 Goods will normally be dispatched from our warehouse on the same working day Mon – Thursday if ordered before 10am. Orders after 10am will be dispatched the following day Mon – Thursday. Orders after 10am on a Thursday will be dispatched from the following Monday. Any estimated dispatch date is an estimate, which can change without notice. Delivery estimates do not take into account non-working days – Saturday, Sunday or Bank Holidays. There will be no deliveries on these days (except for where Saturday delivery is added at additional cost by the customer.)

4.2 Our 3rd party couriers DPD & DHL will deliver goods within 48 hours of dispatch.

4.3 Your order may arrive in more than one delivery.

4.4 We can deliver anywhere in mainland Great Britain. Unfortunately we do not deliver to any islands, Northern Ireland, or to areas classified as Highlands/Islands of Scotland by the courier company.

4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 8:00 am and 7:00pm Tuesday-Friday. or be happy for your order to be left in the mandatory safe place specified at the checkout. We will not accept responsibility for incorrect postal addresses provided by the customer or the consequences of leaving the items where requested.

In addition, if the delivery driver cannot access your safe place (e.g. inside a block of flats when no one is there to open the door) and does not leave the items as a result – we cannot accept any claims if the order is taken back to the depot and delivered at a later date/destroyed.

We will not accept responsibility for loss, damage, or spoiling of goods if you instruct the delivery company to leave the goods unattended.

4.6 All courier deliveries are sent on a 48 hour service and packed in insulated boxes to make sure they reach you in tip-top condition but please note that in some cases, particularly in warmer months or in areas where transit times are longer the contents may have thawed partially. This does not affect the quality of the products in any way and you can safely refreeze them in your freezer. For this reason, we cannot accept any claims based on this where the items have been delivered within the next 48 hours after dispatch. This includes if you reschedule your delivery with the courier (which we strongly advise against), or if the place you have requested them to leave your order is unavailable or unsuitable.

If the courier leaves your item in the safe location you requested or because that location is unsuitable leaves it elsewhere, then you as the customer are then responsible for collecting it from that location.

In the rare event that the courier does not deliver within the 1 day timeframe they are supposed to, we would encourage you to still check your items, because they may still be frozen enough to refreeze. In the event of this happening even though it is the courier at fault, we ask you to contact us if you are unhappy and we will do our best to offer a solution.

If you refuse delivery we are unable to offer a refund/replacement. Even if the parcel has been mistreated by the courier we need you to accept it as normal and take photos of the packaging and contents to send to us along with a description showing why the items are unacceptable/unusable. This is because in the process of it being returned to us the package and products will degrade further and by the time we get it back we will not be able to make an honest assessment of what condition the goods were in when you received them.

4.7 Disposal of packing materials is your responsibility. However, we have a returns program where we can send a label and collect the WoolCool used to keep the product chilled. Please contact us for a label and we will do the rest free of charge.

4.8 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery. Whilst we and our couriers will try our best to ensure delivery, we cannot accept any claims if not delivered to the new address successfully under any circumstances where the change was requested by the customer after ordering.

4.9 You must never request that the courier (DPD or DHL)  change your delivery day. As our items are perishable, DPD and DHL are within their rights to destroy them if not delivered when scheduled by us. we cannot accept any claims where the customer has changed the delivery day.

4.10 You must never refuse the delivery under any circumstances. Even on the rare occasion a delivery takes longer than anticipated to arrive, there is a high probability that most or at least some of the order is perfectly good to use. If you accept delivery and discover upon opening that any items are not usable after a delay, we will be happy to discuss putting it right. We cannot and will not accept any claims where the order has been refused.

4.11 If the goods are lost or damaged in transit, please let us know promptly. You must let us know immediately if your order is not delivered when scheduled, or delayed by DPD or DHL. If you don’t tell us on the day it was supposed to be delivered we cannot accept any responsibility at a later date, because it will be too late for us to resolve the situation.

4.12 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about special delivery requirements or conditions when placing your order.

4.13 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

4.14 Time is not the essence of the contract unless expressly stated otherwise in writing by a director of the company.

Subscriptions

4.16 Contents of a subscription order may not always be the same as a previous order.

4.17 When you purchase a subscription, you are authorising Pets Approve Ltd to debit the amount stated upon ordering, recurring at the intervals specified via the payment method you enter (paypal or credit/debit card). This will continue until formally cancelled.

4.18 To cancel or modify your subscription you must do so through the account area of www.rawgeouspetfood.com. Please note that we cannot accept cancellation requests through any other medium. We always email you 2 days before your automatic renewal payment is due but cannot be responsible for the email being overlooked or sent to a spam/junk folder. Cancellation requests made after payment has been taken cannot be applied until after that order has been dispatched from our warehouse. You will receive confirmation that your subscription has been cancelled.

4.19 Rawgeous Pet Food reserves the right to cancel subscriptions that have been cancelled and reactivated multiple times. Our system will automatically lock subscriptions from user accounts that have reached a threshold of cancellations in any given period to preserve the integrity of the subscription offers.

4.20 Any alterations – a change of address or subscription pause requests – must be processed through the account area of www.rawgeouspetfood.com. We cannot accept these requests through any other medium. Alteration requests made after payment has been taken may not be applied until after that order has been dispatched from our warehouse and this is the customers responsibility.

4.21 The payment and delivery will continue as scheduled until cancelled and will only be paused if requested in sufficient time (see above) through your account area of www.rawgeouspetfood.com. Pets Approve Ltd cannot be held responsible for oversights in desired changes we were not correctly notified of.

4.22 Subscription delivery days may vary depending on working days and bank holidays.

5. Cancellation And Returns

If you have any problems with your order or any of the items are unsatisfactory please get in touch with us (click here). We will do our utmost to straighten things out.

5.1 As our Products contain fresh and perishable food, you are not entitled to the "normal" right to return goods within 14 days after the day you receive them, simply if you change your mind. This is because the food is fresh, perishable and has a best before date within only a few days of delivery of the Products.

5.2 Right of return and refund if the Product is defective or not as described: Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. You have legal rights in relation to Products that are defective or not as described. If the Products we deliver to you are defective or are not as described on our Website, you should contact us and report such defect or misdescription as soon as possible and in any event within 3 days from delivery of the Products. Please note that we require that you send us a photograph as evidence of the defective or misdescribed Product and without this your claim can not be assessed.

5.3 We will ask you to safely dispose of such Product and if we agree that it is defective or misdescribed (acting reasonably) we will offer you the choice of either an exchange or a refund of the price of the Product in full.

5.4 We will refund you within 14 days after the day on which you provide us with acceptable evidence that the Product is defective or misdescribed and we have agreed for you to throw the Product away safely.

5.5. We try our best to ensure that our Products are perfect 100% of time, but we are sure you will agree that this is not always possible. In the event of an error (for example, substituting a similar product) we reserve the right to use our discretion as to whether a full refund is applicable or not. We will act reasonably and may offer you a partial refund or a voucher.

5.6 We will refund you by the method used by you to pay.

6. Liability

6.1 The products sold on this website comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.

6.2 We do not accept liability for any results from feeding, storing or administering products we sell. You are responsible for how you use our products and if they are used or stored in an incorrect fashion the company will not be liable for this and any injury, loss or damage arising as a result.

6.3 The products sold on this website are for dogs only and must not be consumed by humans or any other animals. The company will not accept liability for any improper use of the product in any way.

6.4 In the unlikely event that we are found to be liable in any way, such liability will be limited to the cost of the products brought from us and any associated shipping costs.

7. Transfer of Rights and Obligations

7.1 The Contract between you and us is binding on you and us and on our respective successors and assignees.

7.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

7.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

8. Events outside our control

8.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Events outside our Control”)

8.2. An Event Outside Our Control includes any act, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock-outs or other industrial action; civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster; impossibility / breakdown of the use of railways, shipping, aircraft, motor transport or other means of public or private transport including traffic; failure by our suppliers to supply; failure of public or private telecommunications networks (including the internet); and the acts, decrees, legislation, regulations or restrictions of any government.

8.3 Our performance under any Contract is deemed to be suspended for the period that the Event Outside Our Control continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Event Outside Our Control to a close or to find a solution by which our obligations under the Contract may be performed despite the Event Outside Our Control.

Website Disclaimer For: www.rawgeouspetfood.com

This disclaimer details our obligations to you regarding our website. Please read this disclaimer in full before you use this website. Using the website implies that you accept the terms of this disclaimer. We do occasionally update this disclaimer so please refer back to it in the future.

1. Use Of Website

1.1 You are permitted to use our website for your own purposes and to print and download material from this website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.

1.2 The copyright and other intellectual property rights in all material on this website are owned by us or our licensors and must not be reproduced without our prior consent.

1.3 Subject to paragraph 1.1, no part of this website may be reproduced without our prior written permission.

2. Visitor Conduct

2.1 With the exception of personally identifiable information (that you enter during checkout or in your account area), the use of which is covered under our privacy policy, any material you send or post to this website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.

2.2 When using this website you shall not post or send to or from this website any material for which you have not obtained all necessary consents, nor any that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;

3. Site Uptime

3.1 We take all reasonable steps to ensure that this website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and or other technical issues. Therefore we will not be liable if this website is unavailable at any time.

4. Links To And From Other Websites

4.1 Any links to third party websites located on this website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.

4.2 If you would like to link to this website, you may only do so on the basis that you link to, but do not replicate, any page on this website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.

4.3 If you choose to link to our website in breach of paragraph 4.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.

5. Exclusion Of Liability

5.1 We take all reasonable steps to ensure that the information on this website is correct. However, we do not guarantee the correctness or completeness of material on this website.

5.2 Neither we nor any other party (whether or not involved in producing, maintaining or delivering this website), shall be liable or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.

6. Law And Jurisdiction

This legal notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this legal notice are subject to the exclusive jurisdiction of England and Wales.