Terms & Conditions of sale

Thank you for visiting www.raw-menu.com, These Terms and Conditions are valid from 26th March 2015.(version 3.0)


1. Introduction

The website www.raw-menu.com (“website” or “site”) is operated by Raw and Natural Ltd T/A Raw Menu. Raw Menu provides the services on the website subject to the following Terms and Conditions, by placing an order with Raw Menu you have deemed to have read, understood and agreed to these Terms and Conditions. If the customer (“you” or “your”) are unclear about any aspect of these Terms, please contact one of our Team before placing an order on sales@raw-menu.com or by telephone on 024 7632 5205 between 9am and 5pm Mon - Fri.


2. Privacy Policy

Please review our Privacy Policy this forms part of these Terms and Conditions and governs your visit to our site. The purpose of the privacy policy is to enable you to understand the data we store about you and how we use this data and the conditions by which you are bound when making a purchase on the website.


3. About Raw Menu.

Raw Menu. Registered address is Unit 19, Riverside, Power Station Road, Rugeley, WS15 2YR. The Company is registered in England and Wales with Company Registration Number 10282211.


3. Eligibility

In order to be able to purchase goods on this Website and to lawfully enter into contracts on this Site under English Law, you must register on the site your true details, be over 18 years of age and be the legal holder of a valid debit or credit card or PayPal account.


4. Prices

All the product prices on this Site are inclusive of VAT at the current rates (with the exclusion of working dog products which are VAT exempt) and are exclusive of delivery charges. The total cost of your order will be confirmed to you at the end of the order process and will be the price of the products order and delivery charges.


5. Product Descriptions

Raw Menu will take all reasonable care to ensure that all details, descriptions, and images of products appearing on the website are correct at the time when the relevant information was entered onto the system; however, to the extent permitted by applicable law, we do not warrant that the product descriptions or other content available on the site are accurate, complete, reliable, current, or error-free. Raw Menu cannot accept responsibility for any variation caused by browser software, computer screen or computer system used to view the product range. Raw Menu will aim to keep the website as up to date as possible, the information including the description and price appearing on the website at a particular time may not always reflect the product exactly at the moment in time you place the order. Furthermore, a price of the product will be confirmed once your order is accepted, see clause 10.


6. Offers and Promotional Emails.

6.1. Promotional Codes

Promotional Codes and promotions cannot be used in conjunction with any other offer or during times of seasonal sale on sale items. During seasonal sales items are already discounted and promotional codes will be invalid for these items.


6.2. Email Offers

Email offers via our client mailing list are only valid if you click through via the Raw Menu emails, to the website and purchase from there. These offers are always subject to availability and price.


6.3. General Offers

All offers are subject to availability at the time of purchase and cannot be used in conjunction with any other offer or discount.


7. Purchase Policy

Purchases made via our website or over the phone are covered under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 Statutory Regulation SI 2000/2334.


7.1 Exceptions to Consumer Contracts Regulations 2013.

Exceptions to the Consumer Contracts Regulations 2013 relate to goods which will deteriorate or expire rapidly, this includes all goods that are frozen and therefore can only be returned at the companies discretion. This DOES NOT affect your statutory rights.


7.2 For Domestic Consumers

For non-trade customers the products and services available on the website are for your pet’s personal use only. You may not resell any of the products or services you purchase and receive from us, either as samples or as a whole. Raw Menu Ltd reserves the right to cancel any orders that we believe may result in the violation of our Terms and Conditions at the sole discretion of our Directors.


8. Business Hours

Business Hours are Monday to Friday 9am to 5pm GMT, our business hours exclude UK bank holidays and weekends, the business hours mentioned above are classed as working days.


9. Acceptance of Goods

Upon receipt of perishable goods, you are required to inspect the goods. You will be deemed to have accepted the goods unless you notify us within 2 days of receipt that you have cancelled the order. You must return the goods in accordance with our returns policy. If no action is taken Raw Menu shall not be obliged to accept the rejection of the goods at a later date. This does not affect your statutory rights.

Upon receipt of non-perishable goods you have 14 days to return the items, in their original condition.

If you have any queries regarding an order, or have not received the total order please contact us by email: sales@raw-menu.com or by telephone between 9am and 5pm Mon-Fri. Emails are responded to within one working day Mon-Fri.


10. Placing Online Orders with Raw Menu

By placing an order via our website, you are making an offer to Raw Menu to purchase the goods detailed in your order. Once you have placed an order, we will send you a confirmation that your order has been 1) received. This is not a confirmation of acceptance of your offer to purchase the goods. A contract will only exist once your order has been 2) accepted, processed & dispatched to you. Your credit or debit card will be authorized when your order is placed and processed but you will not be charged for the value of the goods until the point they are dispatched to you.


All orders placed Monday to Thursday and received before 12:00 noon (excludes UK bank holidays) will be processed the same day and dispatched for next day delivery, although this could be subject to availability of the product and/or any special requirements or any other special requirement specified by you.

Any orders received after 12 noon or on a Friday or UK bank holiday will generally be processed the following working day and dispatched within 24 hours (subject to availability of the product and/or any special requirements or any other special requirement specified by you.

Standard delivery time is 24 hours but there are some exceptions for outlying areas of up to 2 days from the dispatch date, unless otherwise stated.


10.1 Exceptions to Orders

For bespoke custom made products i.e. car boot liners and certain other pet accessories the delivery times of these items can vary and take longer due to the manufacturing process and the delivery of these products will be confirmed within 5 days of receiving the order.


11. Payment

You may pay using any of the methods specified in the payment section of the website. You must confirm that the credit or debit card that is being used is yours.


All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses or does not, for any reason, authorise payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery of your order. If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this. Therefore, it is important that you leave us your accurate contact details and email.


12. Security of Payment

All credit and debit card holders are subject to validation checks and authorization by the card issuer. If your credit or debit card has been used fraudulently as a direct result of being used to buy from us on our website, we will use our best endeavours to work with your credit card company to minimize any inconvenience this may have caused you.


Raw Menu uses Sage Pay to process payment by debit and credit cards. Sage Pay is a PCI DSS (Payment Card Industry Data Security Standards) certified and a trusted payment processor. Sage Pay conforms to the highest security standards available to online businesses.


13. Title to Goods

Legal Ownership of the goods remains with Raw Menu Ltd until payment has been made by you and such payment has been received by us. In the case of refunds or cancellation, legal ownership of the goods will revert immediately to us, if we refund any such payment to you.


14. Risk

Risk to the goods will pass to you upon delivery, if you are not able to take delivery of the goods and the goods perish as a result, then this is not the responsibility of Raw Menu and will not be subject to a refund.


15. Delivery

Delivery will be in accordance with the delivery option selected by you when you ordering online, and only available in mainland UK (England, Wales and Scotland).


16. Stock Availability

Raw Menu will endeavour to display on our website all items in the current product range. Whilst we aim to hold stock of all the range, this may not always be possible due to limited availability or high demand. Occasionally the item may be out of stock, which will be highlighted in your shopping basket. We will give you the option to purchase the item when it next arrives, if applicable, in which case we will post this out to you as soon as available. We will use our best endeavours to keep you updated with exact timelines on this.


17. Our Cancellation Policy 

Should you wish to cancel your order, please write an email to us at sales@raw-menu.com you have the right to cancel your order anytime before the goods are shipped, and we will refund you the full order value. However, in the event that we have already dispatched the products to you then we will not be able to cancel the order, but will be pleased to refund you in accordance with our Refund Policy, please see our Returns policy (section 18) for detailed information. In this event, you are obliged to return the items to us in their original condition.The original purchase price for the items returned will be refunded upon us receiving your parcel. and we will refund any postage charges you have incurred in returning the goods. Returned Items should be sent to Raw Menu Unit 19, Riverside, Power Station Road, Rugeley, WS15 2YR .see clause 2.


18. Returns Policy

If you are not entirely satisfied with your goods, you may return your goods to us within 14 days of receipt. We will be pleased to offer you an exchange or voucher for the total purchase amount provided that the goods are returned to us in complete condition (unused), in their original packaging and have not perished.


Exceptions to the Consumer Contracts Regulations 2013 relate to goods which will deteriorate or expire rapidly, this includes all goods that are frozen and therefore can only be returned at the companies discretion and We may offer you a refund at our discretion, which will be refunded accordingly based upon your original payment method you used to make the purchase. Items can be returned outside of this time period if they are found to be faulty, however customers are required to inspect dispatched goods upon receipt, see clause 9. We cannot accept items returned as faulty if the appropriate product care has not been followed or if the damage appears to have been due to misuse, wear and tear and/or occurred after the risk of the goods has passed.


When returning items please provide your name, address order reference no (if known) and the batch number of the product (for pet food related items).


19. Your Obligations and Responsibilities

In access or use of the site, you must ensure that you comply with these terms and conditions and any instructions or warnings provided to you on the website, by post or email. You should always act in accordance with the law, custom and in good faith. This will be expected of you, as our customer. You are forbidden from making any change or alteration to the website or any content and services. You may not damage in any way our integrity or the integrity or operation on the website. If you default negligently or intentionally in any of the obligations set forth in these terms and conditions, including the Privacy Policy, which forms part of these terms and conditions, you shall be liable for all the losses and damages that this may cause to Raw Menu Ltd., its partners and affiliates. This does not limit the generality of any provision of these terms and conditions.


20. Your Account with us "My Account"

For the purpose of making purchases and placing orders with us, you need to submit your personal details to register with us. Upon doing this, you warrant that all personal information which you are required to provide is true, accurate and current in all respects. You are responsible for making sure that the personal information you provide to us is up to date. If your personal information changes at any time, then you can update your details through “My Account” page on the website. With regards to your “My Account”, you are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measures to prevent unauthorized use or access of your account. You agree that you accept responsibility for all activities on your Account and password.


If you have any reason to believe that your password has been misused, used by someone else or is likely to be misused, you must contact us immediately on 024 76325205 Mon- Fri 9am-5pm.

Forgotten passwords will be reset for you by our team by email, upon your request. This will be sent to the email address you used to register initially.

You can also notify us by email sales@raw-menu.com, to make changes to your details this will be updated within 1 working day on our system.

Should you wish to cancel your account, please notify us on sales@raw-menu.com


21. Website Links & Third Party Links

Links appearing on the Site are for convenience only and are not an endorsement by us, our affiliates or our partners. We are not responsible for the content of any off-Site pages or any other Sites linked to or from the Site. Your “surfing” or “linking” to or from any off-Site pages or other Sites is at your own risk. Raw Menu is in no way responsible for examining or evaluating any off-Site pages or any other Sites linked to or from the Site, nor do we assume any responsibility or liability for the actions, content, products, or services of such pages and Sites, including, without limitation, their privacy statements and terms and conditions. You should carefully review the terms and conditions and privacy policies of all off-Site pages and other Sites that you visit. Raw Menu does not warrant any offerings of such websites either.


22. Jurisdiction

These Terms and Conditions and your use of our website are governed by English Law. By using our website, you agree to submit to the non-exclusive jurisdiction of the English Courts. We give no warranty, express or implied that the use of this website or the placing of any order through this website from outside the United Kingdom complies with any applicable non-UK laws. Accordingly, any products or promotions not permitted under law outside of the United Kingdom are not extended or offered to you.


23. Indemnification

You agree to indemnify and hold us harmless for any loss damage or costs, including legal fees, resulting from any third-party claim, action or demand resulting from your use of the website. You further agree to indemnify us for any loss, damage or legal fees or any other costs resulting from your use of software tools or any data gathering or extraction tools that impose an unreasonable burden on our website.


24. Customer Service and Complaints

If you wish to complain about any matter in respect of the goods purchased, then please contact our Customer Service team on 024 76325205 or email sales@raw-menu.com Emails are responded to within one working day Monday – Friday. Our offices are open from 9am until 5pm. Should you urgently need to speak with someone outside these hours, please send an email and we will make sure that one of our team calls you back as soon as possible.

When contacting us by email please provide your name and address and details of the products purchased, the nature of your issue.


25. General Matters

These terms and conditions include our Privacy Policy and constitute the complete and exclusive agreement between you and Raw Menu concerning your use of the website. These terms and conditions are in effect from 17th September 2019 and supersede and govern all prior proposals, agreements, or other communication. These terms may be altered from time to time, and notification of such will be posted on our website in advance.

We reserve the right to alter these terms and conditions from time to time and notification of such will be posted on the website in advance. Any changes are effective immediately upon such notice. Therefore your continued use of the website constitutes your agreement to these changes. Our failure to require your performance of any provision hereof shall not affect our full right to require such performance at any time thereafter, nor shall our waiver of a breach of any provision hereof be taken or held to be a waiver of the provision itself.