Refund policy

We do not accept change-of-mind returns, exchanges or refunds for perishable frozen food. Once it has left our care, we cannot verify how it has been stored, whether it has thawed or whether it has been refrozen. For food safety reasons, it cannot be returned to stock, even if the packaging is unopened.

This applies where you have simply changed your mind or ordered the wrong item. It does not apply to your rights when goods are faulty, damaged, incorrect or not as described.

If an item arrives faulty, damaged, incorrect or not as described, please contact info@rawdogsdorset.com as soon as you can, with your order number and details of the problem. Photos, where available, can help us investigate.

We will resolve the problem with the refund, replacement or other remedy you are entitled to under consumer law. Our frozen-food change-of-mind policy does not remove these rights.

Please contact us before bringing frozen food back to a shop or sending it by post, so we can agree a safe way to resolve the issue. This request does not limit your statutory rights.

We begin preparing orders promptly. If you need to change or cancel a perishable frozen-food order, contact us as soon as possible. We will check what can still be done, but cannot guarantee a change or cancellation once preparation or dispatch has started.

Cancelling future subscription deliveries is separate from cancelling an order already placed. Please see our Subscription Policy for information about future renewals.

The change-of-mind exclusion above applies to perishable frozen food. It does not remove any statutory cancellation or return rights that apply to other products. Nothing in this policy affects your statutory rights.