TERMS & CONDITIONS

 

Naturally Raw Dog Food Limited works hard to maintain a high standard of quality and customer service. Please take the time to read the following terms and conditions:

 

IMPORTANT INFORMATION

You are confirming that you have read, understood and agree to the below terms and conditions by ordering with Naturally Raw Dog Food Limited.

 

ORDERS FOR STORE COLLECTION

• Orders can be placed either through Facebook messenger (@naturallyrawdogfoodltd), by email (info@naturallyrawdogfood.co.uk) or in store.

• All orders must be paid in full before leaving the premises. Payment for orders can be made over the phone using most major debit and credit cards (we do not currently accept American Express), or by Bank Transfer. Cash is accepted in store.

• All goods are offered subject to availability.

• Orders placed for collection in-store are generally picked and made available for collection within 24 hours of ordering. The 24 hour period is calculated for consecutive working days only. If the order is placed on a Saturday the 24 hour period is considered to be the next working day, namely the next Monday (with the exception of Bank Holidays, for which a further 48 hour period must be added due to the fact we are closed on Tuesdays).

• At least 24 hours notice is required to make changes, amendments, or to add to your order.

• The holding period for orders placed for collection in store is 72 hours from your specified collection date. Orders uncollected within this time frame and without any contact will be no longer be held after this period.

• Please check your order as soon as possible after collection. Every care is taken to pick your order correctly, on the rare occasion that we have made an error or you are missing items from your order then you must notify us within 24 hours either by telephone on 07931452996, or via email (info@naturallyrawdogfood.co.uk).

 

 

ORDERS FOR DELIVERY

• Orders can be placed either through Facebook messenger (@naturallyrawdogfoodltd), by email  (info@naturallyrawdogfood.co.uk) or in store.

• Our van covers set areas on set days. This information can be found on the delivery service page of our website (www.naturallyrawdogfood.co.uk/deliveries), along with our delivery charges and payment deadlines.

• There is a £20 Minimum order for Delivery.

• All orders must be paid in full before leaving the premises. Payment for orders can be made over the phone using most major debit and credit cards (we do not currently accept American Express), or by Bank Transfer.

• All goods are offered subject to availability.

• If we have a product out of stock we will contact you by phone, messenger, or email to discuss alternatives. If we are unable to reach you, we will not replace products with an alternative due to varying dietary requirements. 

• Please check your order as soon as possible after delivery. Every care is taken to pick your order correctly, on the rare occasion that we have made an error or you are missing items from your order then you must notify us within 24 hours either by telephone on 07931452996, or via email (info@naturallyrawdogfood.co.uk).

• No frozen goods purchased from Naturally Raw Dog Food Ltd can be returned and refunded or exchanged for example because they are no longer required or you have changed your mind, to comply with Trading Standards and Frozen Food Supply Chain regulations, products cannot be returned into the supply chain, as this breaks the DEFRA traceability of the product. This does not affect your consumer rights.

• It’s very important that you let us know any delivery instruction at least 24 hours prior to your delivery day. Once the van has left, we cannot always get in touch with the driver.

• If you’re not home to receive your delivery, your order will be left in a safe, shaded place where possible, or in your requested place. We will contact you letting you know your order has been delivered.

• Naturally Raw Dog Food Ltd cannot be held responsible for stolen parcels that have been “left safe” on delivery.  It is the customers responsibility to provide us with a safe location.

• Our Van deliveries are not left in poly boxes or temperature-controlled packaging, unless requested by you and previously arranged. Products are frozen at the time of delivery and should be placed straight into a freezer, Naturally Raw Dog Food Ltd cannot be held responsible for the condition of products that are left to defrost for any length of time.

• If the delivery driver has any difficulties finding your address, we will attempt to contact you by the mobile number you’ve provided.

• You are responsible for providing and updating us with your correct delivery and contact information.

 

 

REFUNDS & RETURNS

• Under the Consumer Rights Act 2015 any item you purchase from Naturally Raw Dog Food Ltd should be as described, of a satisfactory quality and fit for purpose. Goods can only be returned if found to be damaged or faulty at the time of sale in which case you are entitled to a refund, or replacement.                                                                                            

• No frozen goods purchased from Naturally Raw Dog Food Ltd, can be returned and refunded or exchanged for example because they are no longer required or you have changed your mind, to comply with Trading Standards and Frozen Food Supply Chain regulations, products cannot be returned into the supply chain, as this breaks the DEFRA traceability of the product. This does not affect your consumer rights.

• When placing an order with Naturally Raw Dog Food Ltd, you can cancel prior to the products being dispatched, this can be for any reason. We ask that, where possible, you give us at least 24 hours notice.

 

Faulty Goods 

• If you do find any product to be faulty, please contact us via email within 30 days of purchase. Please put any issues in writing to info@naturallyrawdogfood.co.uk with back up photographs, batch codes and product information.

 

Replacement Goods 

• If a replacement product is agreed, it must be collected within 30 days, unless otherwise arranged. After this time, the replacement offer may be withdrawn.

 

LOYALTY SCHEME

1. Participation in the Naturally Raw Loyalty Scheme is free and available to customers aged 18 years or over.

2. Earning Points
   • Customers will earn 1 loyalty point for every £1 spent in-store.
   • Points are awarded on the final transaction value after any discounts, promotions, vouchers, or other reductions have been applied.
   • Points are awarded only on qualifying purchases. Naturally Raw reserves the right to exclude certain products, services, gift cards, promotional items, charitable donations, or other specified purchases from earning loyalty points.
   • Points have no cash value and cannot be transferred, sold, or exchanged between accounts.

3. Presenting Your Loyalty Card
   • Customers must present and scan their loyalty card before the transaction is completed.
   • It is the customer's responsibility to ensure their loyalty card is scanned at the time of purchase.
   • Points cannot be added retrospectively once a transaction has been completed.
   • Lost, forgotten, damaged, or unavailable loyalty cards cannot be used to claim points after a sale has been completed.

4. Redeeming Points
   • Points may be redeemed in multiples of 100 points.
   • Every 100 points is worth £1.00 to spend in-store.
   • A maximum of 500 points (£5.00 value) may be redeemed within any 24-hour period.
   • Points may only be redeemed against qualifying purchases at Naturally Raw.
   • Points cannot be exchanged for cash, gift vouchers, credit, or refunds.

5. Account Activity and Expiry
   • To comply with data protection requirements and maintain accurate records, loyalty accounts that have not been used for six consecutive months may be removed from the system.
   • Where an account is removed due to inactivity, all associated points and account information will be permanently deleted and cannot be recovered.

6. Data Protection
   • Naturally Raw will only collect and process personal information necessary for the operation of the loyalty scheme.
   • Personal data will be handled in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.
   • Customers may request access to, correction of, or deletion of their personal data, subject to legal requirements.

7. Fraud and Misuse
   • Naturally Raw reserves the right to suspend, cancel, or terminate any loyalty account where fraudulent activity, misuse, or abuse of the scheme is suspected.
   • Any points obtained through fraudulent means, system errors, or misuse may be removed without notice.

8. Changes to the Scheme
   • Naturally Raw reserves the right to amend, suspend, withdraw, or replace the loyalty scheme and these Terms & Conditions at any time without prior notice.
   • Any changes will take effect from the date they are published in-store, on the Naturally Raw website, or via official Naturally Raw communication channels.

9. General
   • The decision of Naturally Raw regarding the operation of the loyalty scheme shall be final.
   • Participation in the loyalty scheme constitutes acceptance of these Terms & Conditions.
   • Naturally Raw reserves the right to refuse, suspend, or terminate membership where it believes these Terms & Conditions have been breached.

 

PRIVACY POLICY

• We collect only the data required for customers to place an order with us. This data is provided by you via your chosen communication method. Your name, address and contact details are required and used for delivery purposes and for contacting you about your order only. You can amend or withdraw your details at any time, by contacting us directly or emailing info@naturallyrawdogfood.co.uk

• Naturally Raw Dog Food Ltd does not record or store any of your payment details.

• If you have opted-in to join our mailing list, your name and email address are securely stored via our mailing list provider, Mailchimp, and are only used for official Naturally Raw Dog Food Ltd newsletters and information emails. You can unsubscribe from this list at any time.

• Your details will never be shared with any third-parties subject to the following exceptions:

1. If, with your express permission, it will resolve a complaint or query, we may pass your phone number or email to a supplier.

2. If we are legally required to do so.

• We use analytics services provided by Google Analytics which use Cookies. Website analytics refers to a set of tools used to collect and analyse usage statistics, enabling us to better understand how people use our site.

 

 

DISCLAIMER

Naturally Raw Dog Food Ltd is a raw dog food retail business. Before starting your dog on a raw diet please do some research or ask for assistance. There is some very good online information. We are not qualified Vets. If you have any concerns regarding your pets’ health, please contact your Vet.

 

 

Registered Company Information:

Naturally Raw Dog Food Limited.

​

Registered Office Address Unit 39, Longs Industrial Estate, Englands Lane, Gorleston, NR31 6NE

Company Registration Number 15193264

VAT Number 378865722

 

 

Naturally Raw Dog Food Limited welcomes feedback to help us improve and develop.

If you are unhappy with our service / products or wish to make a complaint, please contact us in writing at info@naturallyrawdogfood.co.uk and we will get back to you as soon as possible.