Terms of service
Welcome to RAWR. These Terms of Service (“Terms”), together with our Privacy Policy, Cookie Policy, and Refund Policy, govern your use of www.rawrpet.com (the “Site”) and the purchase of any of our products. Please read these Terms carefully before using the Site or placing an order. By accessing the Site or placing an order, you confirm that you accept these Terms and agree to comply with them. If you do not accept these Terms, you must not use the Site.
These Terms are governed by English law and are designed to protect both you and us. They also reflect your statutory rights as a UK consumer, which apply in addition to (and are not limited by) anything in these Terms.
1. About us
RAWR is a trading name of RAWR Pet Food Ltd (“RAWR”, “we”, “us”, “our”), a company registered in England and Wales under company number [16336478], with its registered office at [66 Paul Street, London, England, EC2A 4NA]. Our VAT number is [504102652].
To contact us about these Terms, an order, or anything else, email us at info@rawrpet.com or write to us at our registered office. You can also call us on +44 7380 709716.
2. How the contract is formed
2.1 The display of products on the Site is an invitation to treat, not a binding offer. When you place an order, you are making an offer to buy the products from us at the prices and on the terms set out at checkout.
2.2 We will send you an order confirmation email shortly after you submit your order. This email acknowledges receipt of your order. The contract between you and us is formed when we send you a separate dispatch confirmation email confirming that your products have been sent.
2.3 If we are unable to accept your order — for example, because of a stock issue, an error in pricing or product description, or because we cannot meet a delivery deadline you have specified — we will let you know by email and will not charge you for the order.
2.4 By placing an order, you confirm that you are at least 18 years old and that the information you provide is accurate, current, and complete.
3. Our products
3.1 We have made every effort to display the colours, packaging, and appearance of our products as accurately as possible. However, the way they appear on your screen may differ slightly from the actual product due to your device settings.
3.2 Our products are intended for healthy adult dogs and cats unless otherwise specified. They are complementary or complete pet foods, depending on the product. We are not veterinarians, and the information on our Site is not a substitute for professional veterinary advice. If your pet has a specific medical condition, dietary requirement, or you are unsure whether RAWR is right for them, please consult your vet before feeding.
3.3 All product descriptions, ingredients, and nutritional information are subject to change. We reserve the right to discontinue or amend any product at any time, and to limit the quantities of any product that we offer to any person or geographic region, on a case-by-case basis.
4. Subscribe & Save subscriptions
4.1 Subscribe & Save is our recurring delivery service. By signing up to Subscribe & Save, you authorise us to charge your chosen payment method on a recurring basis at the frequency you select, until you cancel.
4.2 We offer Subscribe & Save plans at a range of delivery frequencies and discount levels. The frequencies, discount rates, and any associated benefits (such as free delivery) available at the time you sign up will be displayed on the Site and confirmed in your order confirmation. We may add, change, or withdraw subscription options from time to time in line with clause 4.6.
4.3 Subscription discounts and any associated benefits apply only for as long as the subscription is active. If you cancel, these benefits will end at the conclusion of your current paid cycle.
4.4 You can pause, change, or cancel your subscription at any time by logging into your account or by contacting us at info@rawrpet.com. Changes must be made before the cut-off time for your next order — we will display this clearly in your account. Changes made after the cut-off time will take effect from the order after next.
4.5 Prepaid subscriptions are billed upfront for the full term you have selected. If you cancel a prepaid subscription mid-term, your statutory cancellation rights under clause 6 still apply for products that have not yet been dispatched. For products that have already been dispatched, our Refund Policy applies.
4.6 We may change subscription pricing from time to time. If we do, we will give you at least 30 days' notice by email before the change takes effect. If you do not agree to the new price, you may cancel your subscription before the new price takes effect.
4.7 Subscriptions automatically renew at the end of each cycle unless cancelled. We will email you a reminder before each delivery so that you have the opportunity to make changes.
5. Pricing and payment
5.1 All prices on the Site are in pounds sterling (GBP) and include VAT at the current applicable rate. Delivery charges, where they apply, are shown separately at checkout.
5.2 The price you pay is the price displayed at the time you place your order. We take reasonable care to ensure prices are correct, but if we discover a pricing error after you have placed an order, we will contact you and give you the option to either confirm the order at the correct price or cancel it for a full refund. We are not obliged to provide products at an incorrect price.
5.3 We accept payment by Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. Payment is taken at the point your order is placed, or, in the case of subscriptions, at the point each delivery is processed.
5.4 Promotional codes, discounts, and offers (including any first-order discount, referral programme, and other promotions we may run from time to time) are subject to their own terms, which we will publish alongside the offer. Where there is a conflict between a promotional offer's terms and these Terms, the offer terms apply for the duration of the offer.
6. Your right to cancel (cooling-off period)
6.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance contract within 14 days of receiving the goods, without giving a reason. The 14-day period starts the day after you receive the products.
6.2 To cancel, please email us at info@rawrpet.com with your order number and the words “I wish to cancel.” You can also write to us at our registered office.
6.3 Important exception for perishable and sealed pet food products: under Regulation 28 of the Consumer Contracts Regulations 2013, the right to cancel does not apply to:
• Goods which are liable to deteriorate or expire rapidly; and
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, once they have been unsealed by you.
6.4 Most RAWR products fall into one or both of these categories. This means that, in practice, the 14-day cancellation right will usually apply only to unopened, undamaged RAWR products. If you wish to cancel, please contact us first and do not open the packaging.
6.5 If you exercise your right to cancel, you are responsible for returning the products to us at your own cost, unless we agree otherwise. We will refund the price you paid for the products (and the original outbound delivery charge, if applicable) within 14 days of receiving the goods back, or 14 days of you providing evidence that you have returned them, whichever is sooner.
6.6 Nothing in this clause affects your other statutory rights, including your rights under the Consumer Rights Act 2015 if the products are faulty, not as described, or not of satisfactory quality (see clause 7).
7. Faulty products and your statutory rights
7.1 Under the Consumer Rights Act 2015, products we supply to you must:
• Be of satisfactory quality;
• Be fit for purpose; and
• Match the description we have given them.
7.2 If a product you have received is faulty, damaged, not as described, or otherwise does not meet these standards, please contact us at info@rawrpet.com with your order number, a description of the issue, and (where possible) photographs. Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, or refund.
7.3 Nothing in these Terms limits or affects your statutory rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
8. Delivery
8.1 We currently deliver only to addresses within the United Kingdom. Delivery times shown at checkout are estimates. Where no delivery time is specified, we will deliver within 30 days of order confirmation.
8.2 If we are unable to deliver within 30 days, you may cancel the order and receive a full refund of the amount paid for the affected products.
8.3 Risk of loss or damage to the products passes to you when the products are delivered to the address you provided at checkout (or to a person or location you have designated to accept delivery on your behalf, such as a neighbour or safe-place instruction).
8.4 If no one is available to take delivery, our courier will follow their standard procedure. We are not responsible for products that spoil or are damaged because you provided incorrect address details, were not available to take delivery, or instructed the courier to leave the parcel in an unsuitable location.
9. Your account
9.1 If you create an account on the Site, you are responsible for keeping your login details confidential and for all activity on your account. You must notify us immediately at info@rawrpet.com if you suspect any unauthorised use.
9.2 You must not transfer, sell, or assign your account to anyone else. Membership of the RAWR loyalty programme, Founding Member status, and any associated benefits are personal to you and not transferable.
9.3 We may suspend or close your account if we reasonably believe you have breached these Terms or used the Site fraudulently or unlawfully. Where we do this, we will tell you the reason unless we are legally prevented from doing so.
10. Acceptable use of the Site
You agree not to:
• Use the Site for any unlawful purpose or in breach of any applicable law or regulation;
• Purchase RAWR products for the purpose of commercial resale, including via online marketplaces, retail stores, or any other distribution channel;
• Manipulate, abuse, or fraudulently exploit referral codes, loyalty programme points, discount codes, or promotional offers, including by creating multiple accounts;
• Submit false, misleading, or fraudulent product reviews, testimonials, or other content;
• Upload viruses or malicious code, or otherwise interfere with the operation of the Site;
• Scrape, copy, or systematically extract content from the Site without our written permission;
• Impersonate any other person or misrepresent your identity, age, or affiliation;
• Harass, abuse, or harm any of our employees, customers, or any other person.
11. Intellectual property
11.1 All content on the Site — including text, graphics, logos, images, videos, product names, recipes, and the design and arrangement of the Site — is owned by RAWR Pet Food Ltd or our licensors and is protected by United Kingdom and international intellectual property laws.
11.2 You may view, download, and print content from the Site for your personal, non-commercial use only. You may not reproduce, modify, distribute, or otherwise exploit any of our content without our prior written permission.
11.3 “RAWR”, our logo, and our taglines (including “The Easiest Way to Feed Raw” and “All the Benefits of Raw. None of the Hassle.”) are our trademarks. You must not use them without our written permission.
12. Reviews and user-submitted content
12.1 If you submit reviews, photographs, comments, suggestions, or other content to us or via the Site (“User Content”), you grant us a worldwide, royalty-free, non-exclusive, perpetual licence to use, reproduce, edit, and display that User Content in connection with our business, including in marketing materials.
12.2 You confirm that any User Content you submit is your own original work, that you have the right to grant us this licence, and that the content does not infringe anyone else's rights or breach any law.
12.3 We may, but are not obliged to, monitor, edit, or remove User Content. We are not responsible for the views or accuracy of any User Content posted by users.
13. Our liability to you
13.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. Loss or damage is foreseeable if it was an obvious consequence of our breach, or if it was contemplated by you and us at the time we entered into the contract.
13.2 Subject to clause 13.3, our total liability to you in connection with any single order will not exceed the total amount you paid for the products in that order.
13.3 Nothing in these Terms limits or excludes our liability for:
• Death or personal injury caused by our negligence or that of our employees, agents, or subcontractors;
• Fraud or fraudulent misrepresentation;
• Breach of the terms implied by sections 9 to 11 and 13 to 16 of the Consumer Rights Act 2015 (which include rights about quality, fitness for purpose, and matching description);
• Defective products under the Consumer Protection Act 1987; or
• Any other liability that cannot be limited or excluded under English law.
13.4 We are not liable for losses that arise because you have used the products for a commercial purpose, since we supply products only for domestic and household use.
14. Events outside our control
We are not liable for any failure or delay in performing our obligations under these Terms that is caused by events outside our reasonable control, including (without limitation) extreme weather, postal or courier disruption, supply chain failure, manufacturing delays at our production facility, public health restrictions, or industrial action. If such an event occurs, we will contact you to let you know and to agree how to proceed.
15. Your privacy
How we collect and use your personal data is set out in our Privacy Policy and Cookie Policy, which form part of these Terms. By using the Site, you confirm that you have read and understood these policies.
16. Changes to these Terms
16.1 We may update these Terms from time to time, for example to reflect changes in law or in our products and services. The most current version will always be available on the Site, with the “Last updated” date shown at the top.
16.2 If you have an active subscription with us, we will notify you of any significant changes to these Terms by email at least 30 days before they take effect. If you do not agree to the changes, you may cancel your subscription before they apply.
17. Other important terms
17.1 These Terms, together with our Privacy Policy, Cookie Policy, and Refund Policy, are the entire agreement between you and us in relation to your use of the Site and the purchase of our products.
17.2 If a court finds part of these Terms unlawful, the rest will continue in force. If we do not enforce a right or remedy under these Terms, we have not waived it and we may enforce it later.
17.3 We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights under them. You may not transfer your rights or obligations without our prior written consent.
18. Governing law and jurisdiction
18.1 These Terms are governed by the laws of England and Wales.
18.2 Any dispute arising out of or in connection with these Terms or your use of the Site is subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland, you may also bring proceedings in Scotland. If you live in Northern Ireland, you may also bring proceedings in Northern Ireland.
19. Complaints and feedback
If something has gone wrong, or you are not happy with any aspect of our service, please tell us. Email us at info@rawrpet.com and we will do our best to put things right. If we are unable to resolve your complaint, you may also be able to refer it to an alternative dispute resolution provider, or to the European Commission's Online Dispute Resolution platform, although we are not required to use these services.
These Terms were last updated on 7 May 2026. RAWR Pet Food Ltd, registered in England and Wales, company number 16336478.