Returns & Refunds
Returns and Refund Policy
At Raw Direct, customer satisfaction is our top priority. We strive to ensure your pet enjoys the freshest and highest-quality raw dog food. However, due to the perishable nature of our products, please review the following guidelines:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at bark@rawdirect.co.uk. Please note that returns will need to be sent to the following address: Unit 8, Halliwell Mill, Bertha St, Bolton, BL1 8AH
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at bark@rawdirect.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at bark@rawdirect.co.uk.
Disputes / Delivered - Not received (DNR)
Where an order is marked as delivered by the courier and a proof of delivery has been provided, but the customer reports that the parcel has not been received, the order will be treated as a delivery dispute. Our couriers provide multiple delivery notifications, including tracking updates and delivery time windows, to allow customers to make appropriate arrangements to receive their order. It is the purchaser’s responsibility to ensure they are available at the delivery address at the time of delivery or have suitable arrangements in place. Once a parcel has been confirmed as delivered to the correct address, responsibility passes to the recipient. This includes parcels left in a safe place or those that may have been taken after delivery. We will review each case on an individual basis, but refunds or replacements are not guaranteed in these circumstances.