Terms & Conditions

Please read carefully & contact us if you have a questions.


1. These Terms & Conditions will apply to the purchase of goods by you (the Customer) from Teddy’s Raw Pet Food of 133 North Street, Whitwick, Coalville, Leicestershire, LE67 5HB.

2. These are the terms in which we sell all goods to you. By ordering any of the goods, you agree to be bound by these terms and conditions.

3. The description of the goods is as set out in our website, catalogues, brochures or other form of advertisement. Any description is for illustrative purposes only and there may be small discrepancies in colour or size.

4. In the case of goods made to your specific requirements, it is your responsibility to ensure that any information you provide is accurate.

5. The description of the goods on our website, catalogues, brochures or other form of advertisement does not constitute a contractual offer to sell the goods.

6. When an order has been made, we can reject the order for any reason, although we will try to tell you the reason why without delay.

7. A contract will be formed for the goods ordered upon receipt of the goods by the customer.

8. Any quotation is valid for a maximum period of 7 days from its date, unless we expressly withdraw it at an earlier time.

9. No variation of the contract can be made after it has been entered into by both parties.

10. The price of the goods and any additional delivery or other charges for the goods and the total prices of the item(s) and the charges are set out in our price list, current at the date we accepted the order.

11. Prices and charges include VAT at the rate applicable at the time of the order.

12. Payment for goods must be made at the time of collection or in advance of delivery, if applicable.

13. Payment must be made in cash or via credit or debit card.

14. We may deliver goods to a delivery location on a specified day with prior arrangement. 

15. In any case, regardless of events beyond our control, if we do not deliver the goods on the specified date you can treat the contract at an end if;

a. We have refused to deliver the goods for delivery or fail to deliver the goods at a time specified on arrangement of delivery, if the delivery time was essential; or

b. After we have failed to deliver on time, you have specified a later period which is appropriate and we have also not delivered within that period.

16. If you were entitled to treat the contract at an end, and chose to do so, we will promptly return all payments made under contract upon rejection of the goods.

17. You agree we may deliver goods in instalments if we suffer a shortage of stock or for another genuine and fair reason, subject to the above provisions and provided you are not liable for any extra charges.

18. Any deliveries and charges are agreed at the discretion of the company management. 

19. If you or your nominee fails, through no fault of ours, to take the delivery of the goods, we may charge the reasonable costs of storing and redelivering them.

20. Any goods that have been preordered, are required to be collected as soon as possible once the customer has received notice of the arrival of the products in store. Teddy's Raw Pet Food cannot guarantee the availability of storage space in our freezers for any goods awaiting collection. It is the responsibility of the customer to collect goods in a timely manner to prevent any items from defrosting. 

21. The goods will become your responsibility from the completion of delivery or customer collection. You must, if reasonable practical, examine the goods before accepting them.

22. Risk of damage to or loss of, the goods will pass to you when the goods are delivered to or collected by you.

23. You do not own the goods until we have received payment in full. If full payment is overdue or a step occurs towards your bankruptcy, we can choose, by notice, to cancel any delivery.

24. You can withdraw your order of frozen goods at any time before the agreed day of delivery, if you simply wish to change your mind and without giving us a reason, and without incurring any liability.

25. We have a legal duty to supply the goods in conformity with the contract and will not have conformed if it does not meet the following obligation.

26. Upon receipt of the goods they will;

a. Be of a satisfactory quality

b. Be reasonably fit for any particular purpose for which you by the goods and be fit for any purpose held out by us or set out in our contract; and

c. Conform to their description

27. It is not a failure to conform if the failure has its origin in your handling of the product.

28. Advice and guidance regarding your raw feeding journey can be sought at any point in the before and after sales service.

29. In the event of any failure by a party because of something beyond its reasonable control:

a. The party will advise the other party as soon as reasonably practical

b. The party’s obligations will be suspended so far as is reasonable, provided that the party will act reasonably; and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the customer’s above rights relating to delivery.

30. Your privacy is critical to us. We respect your privacy and comply with the General Data Protection Regulation with regard to your personal information.

31. These terms and conditions should be read alongside and in addition to our other policies, including our privacy policy which can be found on our website.

32. For any enquiries or complaints regarding data privacy, you can email info@teddysrawfood.com

33. The supplier does not exclude liability for any fraudulent act or omission or for death or personal injury caused by negligence or breach of the supplier’s other legal obligations. Subject to this, the supplier is not liable for loss which was not reasonably foreseeable to both parties at the time when the contract was made.

34. This contract (including any non-contractual matters) is governed by the law of England and Wales.

35. Disputes can be submitted to the jurisdiction of the courts of England and Wales, Scotland or Northern Ireland.

36. We try to avoid any dispute and if a dispute occurs, the customers should contact us directly. We will aim to respond with an appropriate solution within 5 days.

37. We aim to follow the ‘Guide to the Storage & Handling of Frozen Foods’ and as such are unable to accept the return of any frozen goods unless the product is faulty or recalled; in which case the goods should be immediately returned and the payment refunded.  

38. Returns Policy - We will happily refund or exchange any non-raw items purchased within 30 days of receipt. Returned goods must be unused, with original packaging & tags. 

Goods will be refunded by the method you used to pay for your order. This may take up to 10 working days to appear as cleared funds.

39. Faulty Items - Please return any faulty goods and include a photo showing the fault. Once we receive the goods:-

a. If you request a refund we will refund you by the method used to pay for the order for the goods and postage (this may take up to 10 working days to appear as cleared funds).

b. If you requested a replacement we will despatch this within 7 working days. Please note faults are reviewed on a case by case basis and will be determined by the supplier.