Terms and Conditions
Please take the time to read our full terms and conditions before placing your order.
Product description:
All of our products are described as accurately as possible.
The photos displayed on the website relating to the products are there for illustrative purposes only and colours, shapes and shades may vary between products.
Packaging may change from time time to and we will do our best to reflect the new packaging on our website. But sometimes this may not be possible.
Due to the nature of raw dog food the colour and consistency of the meat may be different between batches. This is natural and can be expected.
Weight of products advertised will be their true frozen weight. Items like chunks, bones and fish may differ in sizes and amounts but weight will be true. For example, one bag of Sardines may have 8 fish in and the other has 6. However both bags will weigh 1kg as the fish in the bag of 6 will be larger.
Pricing:
The prices on our website may not reflect the prices in store. Offers and discounts which may be available online or in-store may not always be available across both locations.
All prices online and in-store include VAT wherever applicable.
All prices are shown in £ sterling.
If a pricing error is made we may need to contact you to change or cancel a order.
Product availability:
All products on our website are subject to availability. We do our best to ensure stock levels are correct online.
We also sell direct in store too. So items may go out of stock mid-transaction and between till system/website updates which are every 30 minutes.
In the instance that a product you have ordered is out of stock we will contact you to arrange a replacement for your order.
If you do not respond to our message then a substitute will be applied to your order.
In the event that a substitution isn’t available for your order you will be informed and a refund will be processed for the missing item.
Placing your order:
Once you have added your order to your basket please double check through everything to ensure its correct.
Once your order has been placed you will receive a confirmation email. If you haven’t received this email please check your spam folder.
Double check this email order to ensure everything is correct!
If it isn’t correct or you have made a mistake please inform us immediately to james@pureandraw.co.uk.
If you cannot find this email please message us to ensure you order has been placed.
If your delivery address is not correct this is your responsibility and will be held accountable for all losses and damages. Refunds will not be possible.
Delivery terms:
Delivery days are as follows.
TUESDAY: CV9, B77, B78, B79, DE11
WEDNESDAY: WS7, WS8, WS13, WS14, WS15
THURSDAY: B23, B43, B44, B72, B73, B74, B75, B76
FRIDAY: WS1, WS2, WS3, WS4, WS5, WS6, WS9, WS11, WS12
We may plan to increase these delivery areas if enough demand presents itself and we may drop a few also if there is little demand in that area. But if you are out of the areas above and would like to be considered for delivery please drop me a message and I will see if it would be possible for us.
Please be advised that we will need your order placed at least 2 days prior your delivery date to ensure we can pack the order and add your address to our route plan.
This will mean order cut off times are as follows.
Tuesday delivery postcodes must place orders by Sunday before.
Wednesday delivery postcodes must place orders by Monday before
Thursday delivery postcodes must place orders by Tuesday before.
Friday delivery postcodes must place orders by Wednesday before.
Orders placed after these cut off dates will be carried forward to the next week’s delivery schedule.
However we do understand mistakes can happen from time to time when you open your freezer and realise the dogs out of food. If you are out of our cut off time please send us a message and if we have space on the van we will do our upmost to add you to our run. But this cannot be guaranteed so please make sure to order by the correct times.
We will aim to give you a 2 hour delivery window for your delivery. But please understand we are at mercy of the traffic on the roads.
Just like any other frozen/fresh service. If you are not in to receive your delivery then your order will be left in the safe place provided in the message section at the check out. This may include a safe shaded place, location/access to your freezer or a neighbor you trust to take your order for you.
If a safe place is not provided then we will put in what we think is going to be the most suitable place.
Once your order has been dropped off, we are no longer responsible for your order.
We strongly advise that you arrange somebody to put your order away as soon as possible. *We cannot be held responsible for defrosted food*
This may happen in the warmer months if not put away soon. This is your responsibility.
Raw food is safe to be refrozen once.
Min order will be set at £10.
Delivery Charges:
£10 for orders placed between £10-£20
£6 for orders between £21-£100
FREE Delivery over £100
Delivery charges are not included in the product price.
Click and collect terms:
When placing your click and collect order please let us know which day and a rough time you plan to collect your order in the message box at the check out.
Collection is from our shop located 103B2 Kettlebrook Industrial Estate, Kettlebrook Road, Tamworth, B77 1AG
Collection days/times.
Monday: 10:00am – 4:00pm
Tuesday: 10:00am – 4:00pm
Wednesday: 10:00am – 4:00pm
Thursday: 10:00am – 4:00pm
Friday: 10:00am – 6:00pm
Saturday: 9:00am – 4:00pm
Sunday: 10:00am – 4:00pm
Tuesday: 10:00am – 4:00pm
Wednesday: 10:00am – 4:00pm
Thursday: 10:00am – 4:00pm
Friday: 10:00am – 6:00pm
Saturday: 9:00am – 4:00pm
Sunday: 10:00am – 4:00pm
*Please be advised that the garden centre start to close their doors just before 4pm on Sundays. So if your collecting late on Sunday please bare this in mind.
Click and collect orders must be places at least 24 hours before collection. Due to us running a very busy shop same day click and collect isn’t possible. We always have plenty of stock in so if you need same day please just pop in and pick from our freezers.
We understand that things may pop up which means you aren’t able to collect your order on the day/time you told us. Please let us know!
If we are not informed and an order isn’t collected within 7 days of your chosen collection date this order will be cancelled and NO REFUND will be possible.
Cancellation of orders:
This must be cancelled 24 hours prior to when shipping is due. A restocking fee of £6 may apply to your order if it has already been packed up.
This restocking fee will be taken from the full amount refunded.
Refund policy:
Frozen Returns:
No returns or refunds on frozen or perishable goods. These are legally exempt from UK statutory rights to return/refund policy.
However If you have any problems with your order please email james@pureandraw.co.uk with your order number and descriptions of the goods/fault including photos. We will do our best to help.
Only if the product is faulty will a refund/replacement be possible. In which case the producing brand of the product will be informed and an investigation will commence.
Non frozen returns:
Refunds are available for non frozen/perishable products. These items must be returned within 14 days in their original and undamaged packaging at your own cost and packaged in such a way to prevent damages. This is your responsibility.
These items must be received back in their original condition.
If there are any damages or deterioration in the products or the packaging this may remove your right to a refund or we will charge you for the reduction in value of this product.
We are not able to offer refunds on goods bought which are being returned for example because they are no longer required or you have changed your mind or your dog no longer likes it.
This refund policy does not affect your legal rights if goods are faulty or inaccurately described.
Faulty goods:
If you have any problems with anything you buy from us please inform us immediately and include as many photos as you can to help show us the issues. This may help us to determine the issue and act without the need for returning to us.
If a return is requested the cost of returning the goods is your responsibility. However upon inspection of the products and if they are determined to be faulty, a refund for your reasonable postage costs will be provided.
If a replacement product is necessary we will get this to you on the next drop to your postcode area on your usual delivery date or if returning in store we will replace the product immediately.
Promotions and discount codes:
Online promotions and discounts codes are available at our discretion and can be cancelled or changed at any time.
Each promotion will have its own terms and conditions. Please ensure you read them.
Only one discount code per customer per order may be applied. They cannot be used in conjunction with any other offer.
In the event there is more than one discount code used on your order you will be informed and your order will be cancelled with immediate effect.
Privacy policy:
All personal information that we may use will be collected, processed, and held in accordance with the provisions of EU Regulation 2016/679 General Data Protection Regulation (“GDPR”) and your rights under the GDPR.
We collect only necessary data to process your order. This data is provided by you when placing your orders or setting up an account.
Where permitted you will be added to our mailing list to keep you upto date on special offers and discounts which may apply to you.
We may use your email and phone number to contact you regarding your order and delivery window.
We will not spam you with advertising emails but you can opt out at any time.
We do not store your payment details.
Payment details are collected by via a secured gateway using Square (Block Inc). We (Pure and Raw Dog Food LTD) do not have access to any of your payment information. To view Square privacy policy please follow this link.
We may change this privacy policy at any time. It’s your responsibility to keep up to date and check regularly.
Cookies:
Performance and Analytic Cookies
These cookies allow us to track visits and sources of traffic in order to gauge and enhance our website’s performance. They help us find out which pages are the most and least popular, and to see how many people have visited the website. All of the information collected by these cookies is aggregated and, therefore, anonymous. If you do not allow these cookies, we will not know when you visited our website, for instance. However, your consent is completely voluntary.
Strictly Necessary Cookies
These cookies are essential for the website to work and cannot be disabled on our systems; they may be technical or customisation cookies. They are usually configured to respond to actions you can take to receive a service, such as adjusting your privacy settings, logging on to the website and filling in forms. You may change your browser settings to block cookies or receive cookie alerts, in which case some parts of of the website will not work. These cookies do not save any identifiable personal information.
Company information:
Shop address: 103B2 Kettlebrook Industrial Estate, Kettlebrook Road, Tamworth, B77 1AG
Registered office: 37a Anchor Road, Aldridge, Walsall, West Midlands, United Kingdom, WS9 8PT
Company number 13273543
Vat registration number 378764436