Terms and Conditions

Agreement of Sale

An agreement of sale between Raw Love Holdings (PTY) LTD and a customer is only valid once payment has been made and we receive proof of payment. Up until this point all goods remain the property of Raw Love Holdings (PTY) LTD.

Delivery Policy

Orders will be processed subject to availability and receipt of payment.

All orders in the Cape Town region are dispatched by Raw Love Holdings (PTY) LTD. Please view details here. A delivery being delayed is not grounds for return or refund.

You accept that in order for us to prove delivery of an order, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the goods.

Return and Refunds Policy

The provision of goods and services by Raw Love Holdings (PTY) LTD is subject to availability. In cases of unavailability, Raw Love Holdings (PTY) LTD will contact you with options.

An order can be cancelled if payment has not been made for the order by the customer. Once payment has been made by the customer for an order, the order can only be cancelled before the order has been dispatched by Raw Love Holdings (PTY) LTD.

If a product is damaged or broken when you receive it, you must inform Raw Love Holdings (PTY) LTD within one working day of receiving it. We will then make arrangements for a replacement product to be sent to you on our account; or to refund you in full for the damaged or broken product.

All products are sold with a 7 day satisfaction guarantee. If you are not completely happy with a product that you received with your order, you can contact us within 7 days of receipt with the reason of dissatisfaction. Shipping costs for the return will be for your account. Upon receipt, we will inspect the item and if it has not been used, we will credit your account the value of the product.

If you receive the wrong product you must contact Raw Love Holdings (PTY) LTD within one working day. We will check our system to see whether an error has occurred. If there was an error, we will arrange to exchange the ‘wrong’ product for the one actually ordered, on our account.

Customer Privacy Policy

Raw Love Holdings (PTY) LTD shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA) and the Protection Of Personal Information Act 4 of 2013 (POPI).

Raw Love Holdings (PTY) LTD respects your privacy. This means that any and all of the personal information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned. Any information you provide will be held with the utmost care and will only be used to process your order and to provide you with the best possible service. If you have any questions, please feel free to email us.

Payment Options Accepted

Payment may be made by bank transfer into the Raw Love Holdings (PTY) LTD bank account, the details of which will be provided during the checkout process.

Transaction currency

The transaction currency is South African Rand (ZAR).

Disclaimer

It is our mission that all information on this website is as accurate and up to date as possible, and that all our products cause no harm to our customers or the environment. However, due to the possibility of human and technical error, Raw Love Holdings (PTY) LTD accepts no responsibility for the accuracy or completeness of information provided on the website. Neither do we accept responsibility for any adverse reactions that any of our products may cause.

OSTRICH AND VENISON VARIANTS

In accordance with our registration regulations, Raw Love Pets meals only contain game and ostrich meat, from registered and regulated abattoirs. As such our suppliers’ meat plants are subject to and comply with regulations laid down by the South African Department of Agriculture, Forestry and Fisheries, and some are also subject to the regulations of the European Commission.

OSTRICH

Live ostriches are brought to the abattoirs the day before slaughter, they are inspected by trained livestock handlers, abattoir management, and state veterinary personnel. Each ostrich has a passport with full traceability information. The following day the ostriches are slaughtered, and the carcasses are kept in a chiller overnight before de-boning.

It is possible to find foreign objects in ostrich meat, and happens occasionally, such as small pieces of fencing wire, thorns or sharp sticks. This is normally visually noted by the state meat inspectors, or the state veterinarian, or the abattoir and de-boning staff. Such foreign objects can migrate in the muscles while the ostrich is alive and leave visual trails and/or lesions. Should this be missed, the metal is likely to be picked up by the suppliers’ sophisticated metal detectors.

The chances of buckshot being found in ostrich meat, or the red offal (lungs, hearts, livers, gizzards) from a reputable high-throughput abattoir, which our suppliers are, is virtually impossible.

VENISON

The different game species are hunted on approved game farms by qualified and registered professional hunting teams equipped with field abattoirs. Qualified meat inspectors and state veterinarians oversee the operations. Depending on the specie and method of harvesting, bullets or buckshot is used. A shotgun and therefore buckshot, is used on game when shot from a helicopter.

When the carcasses are off-loaded at our suppliers’ abattoirs, highly skilled personnel inspect each carcass and expert de-boners cut the meat under strict supervision. All game meat is passed through metal detectors which are calibrated, inspected and tested daily.

SAFETY STATEMENT

While our suppliers endeavour to ensure that only products of high quality are produced by their plants, they cannot guarantee 100% that all the game meat produced will be 100% free of buckshot. They can guarantee that they do take and maintain the necessary precautions to reduce the risks of metal objects in their products, within their capabilities.

Furthermore, they follow and even exceed regulated requirements in this regard.

We therefore advise that you take note that while it is extremely unlikely, the possibility exists that Raw Love Pets meals containing venison, could contain buckshot pellets.

Raw Love Holdings (PTY) LTD cannot be held responsible or liable for any damage or harm this may cause you and/or your pets.

Use of the Website

This site may be used by customers to browse the content and products and to make legitimate purchases. Persons may not use this site for any purposes such as fraudulent or speculative transactions or to copy, reproduce, republish or redistribute any of the images or content available on the site.

Country of Domicile

This website is governed by the laws of South Africa and Raw Love Holdings (PTY) LTD chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature: PO Box 1259, Sun Valley, 7985.

Variation

Raw Love Holdings (PTY) LTD, in its sole discretion, change this agreement or any part thereof at any time without notice.

Company Information

This website is run by Raw Love Holdings (PTY) LTD based in Noordhoek, South Africa.