Returns Policy

At Tilly’s Dog Food Raw, we specialise in high-quality frozen raw dog food prepared using fresh ingredients. Due to the perishable nature of our products, our raw dog food returns policy differs from non-food retailers. This policy explains your rights and our responsibilities clearly and fairly.

1. Perishable Frozen Raw Dog Food

All products sold by Tilly’s Dog Food Raw are classified as perishable frozen food items.

Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are liable to deteriorate or expire rapidly. Frozen raw dog food falls into this category.

For hygiene and safety reasons, we cannot accept returns once:

  • The product has been collected
  • The product has been delivered
  • The product has left our premises

Unless the item is faulty or not as described.

2. Your Rights Under the Consumer Rights Act 2015

Under the Consumer Rights Act 2015, customers are entitled to goods that are:

  • Of satisfactory quality
  • Fit for purpose
  • As described

If your frozen raw dog food does not meet these standards, you may be entitled to a repair, replacement, or refund.

If a product is faulty or not as described, you must notify us within 24 hours of receipt due to the perishable nature of the goods.

3. Damaged, Defrosted or Incorrect Orders

If your order arrives:

  • Damaged
  • Fully defrosted
  • Incorrect
  • Unsafe for consumption

You must contact us within 24 hours and provide:

  • Your order number
  • Clear photographs
  • A description of the issue

Once assessed, we will offer:

  • A replacement, or
  • A full or partial refund

Refunds are processed within 5–7 working days via the original payment method.

4. Order Cancellations

Orders may be cancelled prior to preparation or dispatch.

Once your frozen raw dog food order has been prepared, packed, or collected, cancellation is no longer possible due to food safety compliance.

5. Storage & Customer Responsibility

All frozen raw food must be stored at -18°C or below immediately upon receipt.

For kerbside collection customers in Bristol:

  • You are responsible for transporting goods in suitable insulated containers
  • We recommend bringing a cool box
  • We cannot accept responsibility for spoilage once the product leaves our premises

6. Distance Selling & Online Orders

For online purchases, the right to cancel under distance selling regulations does not apply to perishable food items.

However, your statutory rights under the Consumer Rights Act 2015 remain fully protected.

7. Refund Process

Approved refunds will be returned to the original payment method only.

We do not offer:

  • Cash refunds for card payments
  • Exchanges for partially used products
  • Returns due to change of mind

8. Contact Us

If you have a concern regarding your order, please contact:

Tilly’s Dog Food Raw
Stockwood, Bristol
Email: tillysdogfoodraw@gmail.com
Phone / WhatsApp: 07884122558

We aim to resolve genuine issues promptly and fairly.

Frequently Asked Questions (FAQ)

Can I return raw dog food if my dog doesn’t like it?

Unfortunately, due to hygiene and food safety regulations, we cannot accept returns for change of preference.

What if my frozen raw dog food arrives defrosted?

Contact us within 24 hours with photographs and we will assess the issue immediately.

Do I have a 14-day cooling-off period?

No. Perishable food items are exempt under the Consumer Contracts Regulations 2013.

What if there is a quality issue?

You are protected under the Consumer Rights Act 2015. If the product is not of satisfactory quality, we will provide an appropriate remedy.