Returns and Refund Policy

1. Perishable Goods and Change-of-Mind Returns

Hunters Raw specialises in frozen raw dog food and other perishable products. Due to the nature of these goods and the importance of maintaining food safety, we do not accept returns or offer refunds for perishable products simply because you have changed your mind, ordered incorrectly or no longer require the products, except where required by law.

Please check your order carefully, including product selection, quantities and delivery details, before completing your purchase.

2. Order Cancellations

Orders are processed for dispatch as quickly as possible. If you wish to cancel an order, contact us immediately with your order number.

We will attempt to cancel your order if it has not yet been processed or dispatched. Once an order has been dispatched, cancellation may not be possible due to the perishable nature of the goods.

Where a cancellation or refund is legally required, we will honour your statutory rights.

3. Incorrect, Damaged or Defective Products

If your order arrives with missing items, incorrect products, damaged packaging or products that appear to be unsafe or unsuitable for consumption, please contact us as soon as possible.

To help us investigate, please provide:

• Your order number.

• A clear description of the issue.

• Photographs of the affected products and packaging, where possible.

• Details of when the delivery was received and how the products were stored.

Please retain the affected products and packaging until we advise you otherwise, provided it is safe to do so. Do not feed products to your pet if you believe they may be unsafe.

We will assess the issue and, where appropriate, arrange a replacement, refund or other remedy in accordance with your statutory rights. We will not refuse a valid claim solely because photographs or original packaging are unavailable.

4. Frozen Products and Delivery

Customers are responsible for ensuring that someone is available to receive their delivery and that products are transferred to suitable frozen storage promptly after arrival.

We cannot normally offer refunds for products that have thawed, deteriorated or become unsuitable for use due to the customer leaving the delivery unattended, failing to collect it promptly, providing incorrect delivery details or failing to store the products appropriately after delivery.

However, if products arrive in an unsafe or unacceptable condition due to an issue with our fulfilment or delivery arrangements, please contact us so we can investigate. Your statutory rights remain unaffected.

5. Refused or Missed Deliveries

Please ensure your delivery address and contact details are accurate and that suitable arrangements are in place to receive your order.

If a delivery is refused, cannot be completed because of incorrect information supplied by the customer, or is not collected when required, we may be unable to recover or resell the perishable products safely.

In these circumstances, refunds may not be available where the failure is the customer's responsibility, subject to applicable law. Any additional delivery charges or costs will be handled in accordance with the terms agreed at checkout and your statutory rights.

6. Non-Perishable Products

For non-perishable items, returns and refunds will be considered in accordance with applicable consumer law and any relevant product-specific conditions.

Where a product is eligible for return, we will provide instructions on how to return it. Please contact us before sending any items back.

7. Refund Processing

Where a refund is approved, it will normally be issued to the original payment method. Processing times may depend on your payment provider or bank.

Where a refund is legally due, we will process it within the applicable legal timeframe.

8. How to Contact Us

For all return, refund or order-related enquiries, please contact Hunters Raw with your order number and a description of the issue. We recommend reporting delivery or product-condition concerns as soon as possible so that we can investigate while the relevant information is available.

9. Your Statutory Rights

Nothing in this policy excludes or limits any rights you have under applicable consumer protection law. In particular, this policy does not remove your rights in relation to faulty, misdescribed or otherwise non-conforming goods, or any cancellation rights that apply by law.

Hunters Raw reserves the right to assess each claim based on the circumstances and the applicable legal requirements.