Terms & Conditions

These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below with K9 Raw Supplies Ltd.

For further information regarding ordering and shipping please see the ‘Delivery info’ link on the bottom footer of the website

These Terms and Conditions and your use of this website are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your statutory rights.

Before you place an order, if you have any questions relating to these terms and conditions please contact us.

All prices on the site are quoted in pounds sterling (£) and where appropriate are inclusive of UK sales tax (VAT). The current rate of VAT is 20%

The sale of K9 Raw Supplies products are supplied on the condition that they are NOT for re-sale. A Contract between the purchaser and K9 Raw Supplies Ltd for the sale of our produce/products will only exist once an order has been accepted, processed and despatched. This does not affect the customer’s statutory rights.  K9 Raw Supplies Ltd reserves the right to cancel/refuse/refund orders without prior notification. Should K9 Raw Supplies Ltd cancel/refuse/refund any order  (if monies have been received) a full refund will be given within 14 days.

Prices and availability of goods is subject to change without notice. However the customer will be charged only the price of goods at the time of purchase. We reserve the right to substitute items of similar cost or type if ordered items are out of stock.  A delivery charge will be added to your order value where appropriate prior to checkout and payment will be shown.

Shop Collections

All orders collected in store MUST be checked by you the purchaser while on premises, We absolutely will not accept claims for missing items after you have left the premises.

Delivery Policy & Times

Delivery will be made to the address stated on the order confirmation received by our automated web shop www.k9rawsupplies.co.uk The liability to supply the correct delivery address is with the customer. K9 Raw Supplies Ltd will not accept liability for incorrect address information. If your address does not exist on our couriers portal and we have to manually alter it, we will not replace or refund if the couriers fail to find/deliver to your address.

Please see our ‘Delivery Info’ page for information about delivery time scales and rates. In certain circumstances orders may be delayed without prior notification. On occasions couriers may deliver your parcel at 48 hours, not 24 hours. These circumstances are out of our control therefore we do not guarantee a next day delivery service, we do not track orders so will not be able to notify you of courier delays. We will not replace or refund orders that have been rejected by the customer at 48 hours due to courier delays. Our boxes do keep everything frozen for 48 hours.

The customer is responsible to ensure that they have made suitable arrangements to receive the delivery and including any appropriate leave safe instructions via the comments box. Our couriers will leave safe.  All orders which do not have a specific leave safe instruction will be messaged with ‘If Out Leave @ Property’ to avoid the frozen food being taken back to the couriers depot. It is your responsibility to inform us if you do not have a safe place to leave your order. If you do not have a safe place you MUST be in to sign for your order. If you order is taken back to the local depot it is your responsibility to collect or arrange another delivery. We will not accept liability for missing orders that have shown to be left by the GPS tracking from our couriers. ​

In the event of a parcel being stolen or damaged if left safe K9 Raw Supplies Ltd do not accept liability. If the courier feels that there is no appropriate place to leave the frozen food safe and the food is returned to the depot, we will not accept liability for the delay in receiving the consignment. We reserve the right not to deliver to all postcodes and the right not to accept an order from any purchaser. An extra delivery charge may be payable if outside of our delivery zones and must be paid prior to despatching the consignment.

We will do our upmost to despatch your delivery on time, we reserve the right to change the delivery day if we are unable to complete the order in order to avoid delivery shortages. We shall inform you via email if we need to do so.

Delivery to Flats

Please consider before placing an order that suitable arrangements must be made for someone to receive the delivery. If the courier attempts a delivery and is unsuccessful the delivery will be returned to the depot. We will not accept liability for a delivery delay if the courier attempts a delivery and a post box is unavailable for the driver to advise he was unable to gain access.

Delivery Delay

We will not be deemed to be in breach of contract or of these terms and conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood, extreme weather conditions and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment, disruption to the website, road traffic problems. Any delivery delays must be notified within 24 hours of when the expected delivery should have arrived. Please contact info@k9rawsupplies.co.uk quoting your order number and delivery postcode.


All complaints must be made to us in writing at the address given at the bottom of this page or by email to info@k9rawsupplies.co.uk  If the complaint relates to our products, the product name, batch number and use by date MUST be included.

Right to Cancel

You may normally cancel your order (once accepted by us) for any reason up to the point of one day (24 hours) prior to dispatch with any payments made by you refunded in full within 14 daysIf your order has already been picked and packed it will not be possible to refund it.   We cannot accept cancellations after this deadline as the frozen food is a perishable item. We can only accept cancellations by e-mail or telephone; please quote your order number and delivery postcode.

Refund Policy

The law states perishable goods cannot be returned, however where there is a problem with delivery/couriers which result in your goods arriving spoiled/damaged/missing or in an unsatisfactory condition , we will refund or replace your order on the following conditions:

Occasionally orders may be delayed by our courier in transit, Our boxes do keep everything frozen for 48 hours. We will not replace or refund orders that have been rejected at 48 hours. 

ALL claims for spoiled/damaged/missing/unsatisfactory goods and any other problems must be notified to K9 Raw Supplies Ltd within 12 hours of receipt of delivery (photographic evidence must be supplied in all cases to verify any complaint regarding damaged/spoiled/unsatisfactory goods). You must contact us before you dispose of damaged goods so we can advise as to whether we wish to arrange collection. Refunds will  be processed within 14 days.

Payment & Taxes

We accept online payment in a secure environment by credit/debit card. All transactions are shown in £ sterling by default, and will be charged in UK £ sterling against your credit/debit card.

All prices quoted on this website are accurate at the time of publication and are quoted in pounds sterling (£) and where appropriate are inclusive of UK sales tax (VAT) at the current rate of 20%.

Copyright & Trademark

The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of K9 Raw Supplies Ltd or its content and technology providers or their respective owners. ALL RIGHTS RESERVED. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website in any form is prohibited save that you may;

Copy, print or download extracts of the material on this website for the sole purpose of using this website or placing an order with K9 Raw Supplies Ltd.

Copy print or download the material on this site for the purpose of sending to individual third parties for their personal information provided that you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.

All complaints and questions regarding Terms & Conditions should be directed to:

K9 Raw Supplies Ltd

22B Foxes Bridge Road,
Forest Vale Industrial Estate,
Glos GL14 2PQ

Email: info@k9rawsupplies.co.uk

Tel : 01594 827439