Refund Policy
This Refund Policy applies only to products purchased directly from Raw Love Online (Pty) Ltd. Products purchased through independent retailers, veterinary practices, distributors or other resellers are subject to the return and refund policies of those businesses. Customers who purchased from a reseller should contact the place of purchase in the first instance.
Order Cancellations
Orders may be cancelled without charge provided payment has not yet been received. Once payment has been received, an order may only be cancelled before it has been packed and dispatched.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged during transport, incorrectly supplied, or appears to have a manufacturing defect, you must notify Raw Love Online (Pty) Ltd within one (1) working day of receiving the order.
To enable us to investigate, we may request:
- clear photographs of the product;
- photographs of the packaging;
- the batch number and Best Before date;
- the tub size;
- a description of the concern; and
- any other information reasonably required for our investigation.
Once the matter has been assessed, we will, where appropriate:
- replace the affected product;
- credit your account; or
- issue a refund.
Product Satisfaction
We stand behind the quality of our products. However, if you are dissatisfied with a product, please contact us within seven (7) days of receiving your order so that we can understand your concerns.
Where a product is unopened, unused and remains in a saleable condition, it may be returned at the customer's expense. Once received and inspected, we may choose to credit or refund the value of the product.
Because our products are frozen, highly perishable and contain no artificial preservatives, products that have been thawed, opened or partially consumed generally cannot be returned or refunded unless a verified manufacturing defect or other product quality issue is identified.
Product Preference
Pets, like people, have individual preferences. A pet refusing to eat a product, preferring one protein over another, or taking time to adjust to a new recipe does not indicate that the product is defective.
For this reason, refunds or credits are generally not provided where:
- the pet does not enjoy the flavour or texture;
- the pet prefers another Raw Love variant;
- the owner decides to change diets after purchase; or
- the product otherwise meets our published specifications and ingredient description.
At our sole discretion, we may occasionally offer a replacement product or goodwill credit in individual circumstances.
Natural Characteristics of Raw Food
Raw Love products are manufactured from natural raw ingredients and are free from artificial preservatives, colours and flavours.
As a result, natural variation between batches may occur, including differences in colour, texture, aroma, fat content and the appearance of natural ingredients.
Some of our recipes intentionally contain finely minced raw bone, cartilage and connective tissue as part of a balanced raw diet. These ingredients provide important naturally occurring minerals and are not manufacturing defects.
All ingredients are listed on our website and product information.
Incorrect Product Supplied
If you believe you have received the wrong product, please notify Raw Love Online (Pty) Ltd within one (1) working day of delivery.
We will verify the order against our records and, if an error has occurred, arrange collection and replacement at our expense.
Consumer Rights
Nothing in this Refund Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 68 of 2008, where applicable.