Raw pet food specialist shop in Hampshire

Terms & Conditions

If you have any questions, please just get in touch. We are always here to help try and resolve a situation as amicably and quickly as possible for you. Thank you for choosing Raw Pet Food Pantry (RPFP).

  1. Ownership & Intellectual Property
  2. Product Availability
  3. Product Descriptions & Pricing
  4. Online Orders & Acceptance Of Your Order
  5. Click-and-Collect Service
  6. Deliveries
  7. Delivery FAQs
  8. Subscription Delivery – Additional Terms
  9. Cancellation Of Orders
  10. Returns & Refund Policy B. Online C. Instore
  11. Faulty Goods
  12. Promotions & Discounts
  13. Loyalty Scheme
  14. Your Account
  15. Website Updates & Changes
  16. Limitation of Liability. Indemnity. Disputes
  17. Privacy Policy
  18. Cookies
  19. Registered Company Information

1. Ownership and Intellectual Property

1.1 The website ‘www.rawpetfoodpantry.co.uk’ is owned and operated by Raw Pet Food Pantry Limited.

1.2 The copyright and all other intellectual property rights over the content and the website are either owned by us or are included with the permission of the owner of the rights.

1.3 Copying and/or use of any text, images or other content of any kind of stefspetpantry.com is not permitted without our prior written consent. It may not be reproduced, copied or distributed for commercial use without our prior written consent.

2. Product Availability

2.1 Goods on this website are subject to availability, and our acceptance of your offer to purchase our goods is subject to their availability. Our acknowledgement of order acceptance via the web or email is not a guarantee of delivery. If for any reason we can’t deliver the goods you have offered to purchase, we will let you know as soon as we are able and give you a full refund or offer an alternative product.

3. Product Descriptions & Pricing

3.1 We make all reasonable efforts to ensure that all descriptions, ingredients, weight and graphical representations of food products available from us correspond to the actual products that you will receive. Please note, however, the following:

A. Images of products are for illustrative purposes only. There may be slight variations in colour between the image of a product and the actual product sold due to differences in computer displays, lighting conditions, and the fact that foodstuffs will naturally vary in appearance.

B. Images and/or descriptions of packaging are for illustrative purposes only, the actual packaging of products may vary or have recently been changed by the supplier.

C. Due to the nature of frozen and dried products sold through our site, there may be a small % variance in the size/weight/volume between the actual product and the description.

D. There may be occasions where a manufacturer has changed their recipe, and this has not yet been reflected in the information on our product pages. In addition, some product descriptions may have been supplied by a third-party. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product’s ingredients.

3.2 Please note that the above does not exclude our responsibility for mistakes due to negligence on our part and refers only to minor variations of the correct products. Please refer to Section 10 regarding faulty, not as described, or incorrect items.

3.3 The prices quoted on this website apply only to products sold through this website. Where the same products are available via another stockist different prices may apply. All prices are shown in £ sterling and include VAT where applicable.

3.4 If we discover an error in the pricing on our website, we are not obliged to accept your offer to purchase and may contact you to agree a change or cancellation in your order.

3.5 Delivery charges are not included in the price of any products displayed on our site. Delivery options and related charges will be presented to you as part of the order process.

4. Online Orders & Acceptance of Your Order

4.1 When you submit an order to us on the website, you will receive an email from us acknowledging your order (“Acknowledgement Email”). You should check this email for accuracy and let us know immediately if you believe there is an error in your order. Please note that the Acknowledgement Email does not mean that your order has been accepted.

4.2 Make sure you, the customer, enters the correct delivery address at the checkout, including the first line, town and postcode are correct. If the information was entered incorrectly at the checkout this will affect delivery. If we send the delivery via DPD (courier,) RPFP cannot be held responsible for your order not arriving or being destroyed if perishable. Perishable goods will be destroyed after 48 hours in transit. After placing your order, please check the acknowledgement email and ensure the correct items have been ordered and delivery address shows no errors.

5. Click & Collect Service

5.1 Click-and-collect orders from our Shedfield store (SO32 2HN) must be collected within 4 days of receiving an email confirmation that your order is ready to collect, otherwise your items will be refunded.

5.2 Click& Collect orders cannot be changed once an order confirmation has been sent. Cancellation or amendments will result in a 25% re-stocking fee.

6. Deliveries & Changes to your Order

6.1 If, after placing an order, you realise you’ve forgotten something, you can add to your order up to the natural cut-off time for your delivery date. To add items to your existing order, email online@rawpetfoodpantry.co.uk quoting your order number and we will do our best to amend your order with the additional items without you incurring another delivery fee.

6.2 If you notice that there are errors in your delivery address, please notify us IMMEDIATELY so we can ensure the necessary adjustments are made before the order leaves the warehouse. Please email online@rawpetfoodpantry.co.uk with the order number and the correct delivery address. Once the order has been dispatched, the delivery address cannot be changed and may result in the order not reaching you. You will take full liability for all losses, damages and parcels that are destroyed. No refund will be available.

6.3 Courier deliveries must be accepted on scheduled day of delivery. If you change the delivery day via the courier’s own website or app, please be aware that they are likely to destroy your parcel if it contains perishable goods. We hold no responsibility for this. Making changes after we have sent your parcel/s means you will take full liability for all losses, damages and parcels that are destroyed.

7. Delivery FAQS

7.1 How will my delivery arrive?
All deliveries made by our own vans are in our own chilled vehicles. Our couriers do not use frozen or chilled transport, so we pack our orders in poly boxes and add ice if needed. We cannot accept responsibility for defrosted food within 48 hours of delivery from our courier partners.

7.2 What if I’m not home?
If you are not in, and your delivery is made by our own vans, we will leave your order in a safe place as directed by you and endeavour to provide poly boxes to keep your food frozen. We will put a card through your letterbox to explain where your order has been left. Sometimes this is not always possible. Please note that ownership of ordered goods will pass to you once we have delivered the order to you (either to you or by leaving it in a safe place or with a neighbour as if advised by you). For courier deliveries, we send them in poly boxes or goods are wrapped in Woolcool insulation; choosing a different delivery day direct with a third party courier company means you then become full liable of your order and if any issues then occur, this may result in your parcel(s) being destroyed.

7.3 How late can I place my order?
Orders to be delivered on our own vans must be placed by 5pm the day before your delivery day. If your order is to be delivered by one of our courier partners, we will need 24hrs to prepare your order so must be placed by 12pm the day before it is due to be despatched. Orders made after the 12pm will automatically roll over to the next available working day.

7.5 What time will my delivery come?
The day before your delivery is due, we will email you with a delivery slot (usually 1-2 hours). If you do not receive an email, please contact us on 01329 833671, or email us at online@rawpetfoodpantry.co.uk.

7.6 My order is wrong, what do I do?
Please check your delivery against your order confirmation email at time of arrival. In the rare occasion we have had to substitute something, it will be written on your delivery sheet and we may also have emailed you to let you know. If you are missing items, you must notify us within 24 hours via email to online@rawpetfoodpantry.co.uk. Our 3rd party couriers will deliver goods within 24 hours of dispatch although this is not guaranteed and delays do occur from time to time. We will not accept any responsibility for goods which are refused at 48hrs as our boxes will keep food fresh for up to 72 hrs.

8. Subscription Deliveries – Additional Terms

8.1 By registering for our subscription service you agree for the monthly amount to be debited in accordance with your order as specified and the terms and conditions as laid out by Stripe at the time of registration.

8.2 You may cancel your subscription service at any time, please also at least 24 hours’ notice before the day an order is due for delivery.

8.3 If your regular payment declines for any reason, we will make reasonable attempts to contact you. In the event that we are unable to, your order will be cancelled and your subscription suspended with no further orders being delivered until we receive a response.

8.4 Repeated declined payments will result in the subscription service no longer being available to you. RPFP reserves the right to decline, suspend or cancel a subscription for any individual or organisation for any reason.
8.5 We may from time to time withdraw certain products from sale. If any Goods purchased by subscription are affected we will inform you as soon as possible. You will be refunded in full for any Goods paid for that you will not receive due to their withdrawal. Refunds will be made within 14 days using the same payment method used when ordering. We will, if possible, make recommendations for alternative products to assist you.

8.5 Payment for Goods and related delivery charges must always be made in advance. If you have chosen to receive Goods as part of an ongoing subscription, you will be billed in advance before each delivery as per the order specified under “My Account”.

9. Cancelling Orders

Cancellations can be made up to 24hrs before we ship your order. RPFP require cancellations in writing via email online@rawpetfoodpantry.co.uk. A £5 restocking fee will be required for any orders containing perishable goods (fresh or frozen) produce.

10. Refund & Return Policy

If you have any problems with your order or any of the items are unsatisfactory, please get in touch with us via online@rawpetfoodpantry.co.uk, quoting your order number, explain what the fault is with the product, and provide pictures of product and batch numbers as shown on the packaging. We will do our best to deal with your problem efficiently.

10.1 Frozen, raw and perishable goods are exempt from the right to cancel.

10.2 Online Purchases

10.2.1 Refunds are available for any non-frozen / non-perishable goods within up to 30 days of purchase, and you must return the goods within 14 days of requesting a refund, complete with the original packaging to us at your own expense.

10.2.2 It is your responsibility to take reasonable care of the goods before they are returned to us. Goods must be packaged adequately to protect against damage and arrive in a saleable condition. If there is any damage or deterioration evident, we will charge you for the reduction in value.

10.2.3 All monies paid to us by you including any postage / carriage will be refunded within 30 days, less any costs due under this contract.

10.2.4 This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described. Please see Section 10.

10.2.5 Adding to original orders can be made – please refer to section 6.1. If you do not follow the advise on adding to your order and pay twice for delivery, you will not qualify for a refund. Refunds for selecting the wrong shipping at checkout cannot be given after payment has been made.

10.3 In-store purchases

10.3.1 We are not able to offer refunds on goods bought in person from our shop or any other outlet which are being returned, for example, because they are no longer required or you have changed your mind.

10.3.2 This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described. Please see Section 10 for more details.

11. Faulty Goods (purchased online or in-store)

11.1 If there is a problem with the goods you have purchased, please notify us in writing by email to online@rawpetfoodpantry.co.uk providing details of the problem within 30 days of purchase. It is helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

11.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received by us and checked.

11.3 The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however, you will be required to cover our postage costs.

11.4 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

11.5 If an item is no longer available, we will contact you to offer a suitable alternative. However, our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance, you will have the option of a refund.

11.6 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

12. Promotions & Discounts

12.1 For a promotion or offer to be applied to your order, a valid promotion coupon code must be entered into the coupon box on the basket page. Orders cannot be discounted afterwards once the order has been completed.

12.2 When codes are valid in store you must quote the promotion code before making your purchase. Discounts cannot be applied once your purchase has been completed.

12.3 Discounts, deals and promotion codes are subject to the terms and conditions specified on a per promotion basis. Only one code can be used per order. Discount codes cannot be used in conjunction with any other existing offers or promotions.

13. Loyalty Scheme (in store only)

13.1 RPFP operate a loyalty scheme, Amber Rewards, but it is ONLY available to customers who make in-person, in-store purchases. Points can only be redeemed in store.

14. Your Account

14.1 You are responsible for (1) maintaining the confidentiality of your account password and (2) restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password and should inform us immediately if you believe your account has been compromised.

14.2 You must ensure that the details provided by you on registration at the website or at any time are correct and complete. We cannot be held responsible for issues with orders and deliveries that occur due to incorrect details that you have not updated on your account.

14.3 Use of the website and sales is restricted to those aged 18 and over. By using the website and an account you agree you are aged 18 or over.

15. Website Updates & Changes

15.1 Access to our site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue our site (or any part of it) at any time and without notice. We will not be liable to you in any way if our site (or any part of it) is unavailable at any time and for any period.

16. Limitation of Liability. Indemnity. Disputes

16.1 You agree to indemnify and hold Raw Pet Food Pantry Limited free from all liabilities, claims and expenses that arise out of the content you submit, post or transmit via our website, or from your use/misuse of the website, or the use/misuse by any person for whom you are responsible or from your violation of the terms and conditions.

16.2 These terms & conditions and the relationship between you and Raw Pet Food Pantry Limited (whether contractual or otherwise) shall be governed by, and interpreted in accordance with, English law. The English courts shall have jurisdiction to resolve any disputes between us.

16.3 Nothing in these Terms of Sale seeks to exclude or limit your legal rights as a consumer.

16.4 Events Outside of Our Control (Force Majeure)
We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war, epidemic or other natural disaster, or any other event that is beyond our reasonable control. Given the nature of our business, deliveries can be significantly be affected by adverse road conditions and road closures / RTIs.

16.5 If any event described under 15.4 occurs that is likely to adversely affect our performance of any of our obligations under these Terms of Sale, RPFP will always, where possible, endeavour to work with customers to find alternative ways to obtain their goods.

  • We will inform you as soon as is reasonably possible and will take all reasonable steps to minimise the delay.
  • To the extent that we cannot minimise the delay, our obligations will be suspended and any time limits that we are bound by will be extended accordingly.
  • We will inform you when the event outside of our control is over and provide details of any new dates, times or availability of Goods as necessary.

16.6 Links to other sites may be included on our site. Unless expressly stated, these sites are not under our control. We neither assume nor accept responsibility or liability for the content of third party sites. The inclusion of a link to another site on our site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

17. Privacy Policy: How We Use Your Personal Information (Data Protection)

17.1 Raw Pet Food Pantry Limited respects and values our customers privacy. 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.

17.2 We collect only the data required for customers to place an order with us. This data is provided by you, within the ‘My Account’ section and can be edited by you at any time. Your title, name, address, email address and telephone number are required and used for delivery purposes and for contacting you about your order.

17.3 Payment details are collected and stored securely by STRIPE, our PCI Level 1 compliant payment gateway. RPFP does not record or store any of your payment details ourselves, and does not record “Sensitive Authentication Data”.

17.4 With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email, post, text or phone with information, news, and offers on our products. You will not be sent any unlawful marketing or spam and will always have the option to opt-out again.

17.5 Customers who opt-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 RPFP newsletters or digital communications. You can unsubscribe from this list at any time.

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

  • If, with your express permission, it will resolve a complaint or query, we may pass your phone number or email to a supplier.
  • If we are legally required to do so.
  • If we sell, transfer or merge our business in full or part, any new owner or partner may use your personal data in the same way that we have, as specified in this privacy policy.

17.7 You can view, amend or withdraw your details at any time, either via your account with us or by contacting us directly in writing online@rawpetfoodpantry.co.uk

17.8 Changes to this Privacy Policy
We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection. Any changes will be immediately posted on our site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of our site following the alterations. We, therefore, recommend that you check this page regularly to keep up-to-date.

18. Cookies

Our site may place and access certain first-party cookies on your computer or device. First-party cookies are those placed directly by us and are used only by us. We use cookies to facilitate and improve your experience of our site and to provide and improve our products and services. In addition, we use analytics services provided by Google Analytics which also 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. For more details, please refer to our Cookie Policy.

19. Registered Company Information

Raw Pet Food Pantry Limited
Registered Office Address:
Unit 1b, Shedfield Equestrian Centre, Botley Road, Southampton.SO32 2HN

Company Registration Number:
14403729

VAT number:
385245085

If you are unhappy and wish to make a complaint about our service, products or any other aspect of our customer offering, please contact us in writing online@rawpetfoodpantry.co.uk. We will endeavour to respond within 24 hours.

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