Pawsome Rawsome Ltd – Refund & Returns Policy

At Pawsome Rawsome Ltd, we supply the highest quality raw food, natural treats, and supplements for your pets. Because our inventory includes frozen, fresh, and perishable items, we maintain strict safety protocols. By purchasing from our Grimsby store or our official website, you agree to the following terms:

1. Frozen Raw Food & Perishable Feeds

Due to strict food health and safety regulations, all frozen raw pet foods, fresh items, and frozen reptile or bird feeds are strictly non-returnable and non-refundable for change of mind once they have left our custody.

• The Cold Chain Protocol: We do not accept returns on frozen food under the premise that it is “still frozen”. Once a product leaves our storefront or delivery vehicles, we cannot verify its temperature control history. Therefore, it can never legally or safely be resold.
• Transit Damage or Defrosting: For delivery orders, if your raw food arrives defrosted or damaged, you must contact us at info@pawsomerawsome.com or call 01472 352206 within 24 hours of receipt. We require clear photographic evidence of the packaging and product to process a replacement or refund.
• Fussy Eaters: We are proud of our natural diets, but we are unable to issue refunds if your pet dislikes a specific flavour, texture, or brand variant.

2. Dry Kibble, Supplements & Treats

For non-perishable store items—including grain-free kibbles, sealed natural dried treats, accessories, and supplements—standard UK consumer rights apply:

• Return Period: You have 14 days from the date of purchase or delivery to return an item for an exchange or store credit.
• Condition Checklist: To be eligible for a return, items must be completely unopened, unused, untasted, and in their original packaging with all safety seals intact. We cannot accept returns on opened bags of kibble, opened treat pouches, or broken seals on liquid/powder supplements due to contamination risks.
• Return Carriage: The customer is responsible for covering all return shipping costs for mail-order returns, unless the item sent was incorrect or faulty. We recommend using a tracked shipping service, as we cannot guarantee receipt of your returned package.