Terms & Conditions
1. About Us
This website www.naturaw.co.uk is owned and operated by:
Naturaw Pet Food Ltd.
Unit 3A Hessay Industrial Estate
VAT number GB 193 7877 45
If you need to contact us please use the details above.
2. Make a contract with us
2.1 When you place an order with us, you are agreeing to purchase goods from us. We will send you an e-mail to confirm that we have received your order & payment.
2.2 Once we have received your order it will be passed to our despatch team who will pick and pack your order, the time scale of this will vary depending on the delivery method you selected during checkout. When your order is despatched you will receive another email (and text message) from us confirming this.
2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this, refund you in full and there will be no contract between us. We have a high tech stock control system in place so this should rarely occur.
2.4 Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products they will vary from the image/s shown on the website and indeed from each other. They will not include any of the pictured accessories, unless stated in the specification of the goods.
2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Furthermore see point 2.4 for the natural variation found in most of our products.
2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
2.7 This contract is covered by English law.
3. How to place an order
3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time.
3.2 Delivery charges will be shown in the the basket (when you enter your postcode) prior to you placing your order. You can also calculate your delivery method and charge using your postcode HERE.
3.3 You will be required to pay for the goods in full at the time of ordering.
3.4 We use secure payment processing for online purchases. You can pay for your order by Visa, Mastercard or most other debit/credit cards. Naturaw DOES NOT receive or store any payment information.
3.5 Promotional prices are subject to availability.
3.6 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.
3.7 Once your order has been placed, changes may not be possible or if they are may incur additional charges or delays.
4. Delivery & Carriage
4.1 Goods will normally be despatched from our warehouse same working day mon – thu if ordered before 12 noon. orders after 12 noon will be despatched the following day mon – thu. Orders after 12 noon on a thursday will be despatched on the following monday. Any estimated despatch date is a an estimate, which can change without notice. Delivery estimates do not take into account non-working days – Saturday, Sunday or Bank Holidays. There will be no deliveries on these days (except for where saturday delivery is added at additional cost by the customer.
4.2 Our 3rd party couriers (DPD) will deliver goods within 24 hours of dispatch.
4.3 Your order may arrive in more than one delivery.
4.4 We can deliver anywhere in mainland Great Britain. Unfortunately we do not deliver to any islands or to areas classified as Highlands/Islands of Scotland with the courier company.
4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 8:00am and 7:00pm Tuesday-Friday. OR be happy for your order to be left in the mandatory safe place specified at the checkout. We will not accept responsibility for incorrect postal addresses provided by the customer or consequences of leaving the items where requested.
In addition, if the delivery driver cannot access your safe place (e.g. inside a block of flats when no one is there to open the door) and does not leave the items as a result – we can not accept any claims if the order is taken back to the depot and delivered at a later date/destroyed.
We will not accept responsibility for loss, damage, or spoiling of goods if you instruct the delivery company to leave the goods unattended.
4.6 All courier deliveries are sent on a 24 hour service and packed in insulated boxes to make sure they reach you in tip top condition. But please note that in some cases, particularly in warmer months or in areas where transit times are longer the contents may have thawed partially. This does not affect the quality of the products in any way and you can safely refreeze them in your freezer. For this reason we cannot accept any claims based on this where the items have been delivered the next working day after despatch. This includes if you reschedule your delivery with the courier (which we strongly advise against), or the place you have requested them to leave your order is unavailable or unsuitable.
If the courier leaves your item in the safe location you requested or because that location is unsuitable leaves it elsewhere, then you as the customer are then responsible for collecting it from that location.
In the rare event that the courier does not deliver within the 1 day timeframe they are supposed to, we would encourage you to still check your items, because they may still be frozen enough to refreeze. In the event of this happening even though it is the courier at fault, we ask you to contact us if you are unhappy and we will do our best to offer a solution.
If you refuse delivery we are unable to offer a refund/replacement. Even if the parcel has been mistreated by the courier we need you to accept it as normal and take photos of the packaging and contents to send to us along with a description showing why the items are unacceptable/unusable. This is because in the process of it being returned to us the package and products will degrade further and by the time we get it back we will not be able to make an honest assessment on what the conditions were when you received it.
4.7 Disposal of packing materials is your responsibility. We offer a returns scheme for the wool liners, details can be found at www.naturaw.co.uk/wool
4.8 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery. Whilst we and our couriers will try our best to ensure delivery, we can not accept any claims if not delivered to the new address successfully under any circumstances where the change was requested by the customer after ordering.
4.9 You must never request that the courier (DPD) change your delivery day. As our items are perishable, DPD are within their rights to destroy them if not delivered when scheduled by us. We can not accept any claims where the customer has changed the delivery day.
4.10 You must never refuse the delivery under any circumstances. Even on the rare occasion a delivery takes longer than anticipated to arrive, there is a high probability that most or at least some of the order is perfectly good to use. If you accept delivery and discover upon opening that any items are not useable after a delay, we will be happy to discuss putting it right. We can not accept any claims where the order has been refused.
4.11 If the goods are lost or damaged in transit, please let us know promptly. You must let us know immediately if your order is not delivered when scheduled, or delayed by DPD. If you don’t tell us on the day it was supposed to be delivered we cannot accept any responsibility at a later date, because it will be too late for us to resolve the situation.
4.12 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.
4.13 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.
4.14 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.
4.15 Delivery charges and options are calculated automatically based on what you have in your order (product type, weight) and the delivery postcode. Full details can be viewed on our DELIVERY page.
4.16 Our taster boxes are currently available on subscription. As advertised contents vary but will always contain at least 4 varieties. The contents of a previous subscription order may not be the same as a previous order.
4.17 When you purchase a subscription, you are authorising Naturaw Pet Food Ltd to debit the amount stated upon ordering, recurring at the intervals specified via the payment method you enter (PayPal or Credit/Debit card). This will continue until formally cancelled.
4.18 To cancel or modify your subscription you must do so through the account area of www.naturaw.co.uk. We can not accept cancellation requests through any other medium. We always email you 2 days before your automatic renewal payment is due but cannot be responsible for the email being overlooked or sent to a spam/junk folder. Cancellation requests made after payment has been taken can not be applied until after that order has been despatched from our warehouse. You will receive confirmation that your subscription has been cancelled.
4.19 Naturaw reserve the right to cancel subscriptions that have been cancelled and reactivated multiple times. Our system will automatically lock subscriptions from user accounts that have reached a threshold of cancellations in any given period to preserve the integrity of the subscription offers.
4.20 Any alterations – a change of address or subscription pause requests – must be processed through the account area of www.naturaw.co.uk. We can not accept these requests through any other medium. We always email you 2 days before your automatic renewal payment is due but cannot be responsible for the email being overlooked or sent to a spam/junk folder. Alteration requests made after payment has been taken may not be applied until after that order has been despatched from our warehouse and this is the customers responsibility.
4.21 The payment and delivery will continue as scheduled until cancelled and only be paused if requested in sufficient time (see above) through your account area of www.naturaw.co.uk. Naturaw Pet Food Ltd can not be held responsible for oversights in desired changes we were not correctly notified of.
4.22 Subscription delivery days may vary depending on working days and bank holidays.
Click & Collect
Please don’t try to collect your order until you have received the email & text from us letting you know it’s ready (usually available within 4 working hours)
Once ready we can only hold your order for 5 working days, after that it will automatically be cancelled and refunded (minus a 20% restocking fee).
5. Cancellation and returns
If you have any problems with your order or any of the items are unsatisfactory please get in touch with us (CLICK HERE). We will do our utmost to straighten things out.
5.1 This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or the following goods which are exempt from the right to cancel due to their perishable nature.
- Raw food
5.2 If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage.
5.3 If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
5.4 We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract.
This cancellation policy does not affect your legal rights – for example, if goods are faulty or misdescribed.
6. Faulty Goods
6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. Its helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
6.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.
The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.
6.3 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.
6.4 If an item is no longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
6.5 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.
7.1 The products sold on this website comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the uk.
7.2 We do not accept liability for any result feeding or administering products we sell. You are responsible for how you use our products.
Website Disclaimer for: www.naturaw.co.uk
This disclaimer details our obligations to you regarding our website. Please read this disclaimer in full before you use this Website. Using the Website implies that you accept the terms of this disclaimer. We do occasionally update this disclaimer so please refer back to them in the future.
1. Use of Website
1.1 You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.
1.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.
1.3 Subject to paragraph 1.1, no part of this Website may be reproduced without our prior written permission.
2. Visitor Conduct
2.2 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;
3. Site Uptime
3.1 We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.
4. Links to and From other websites
4.1 Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.
4.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.
4.3 If you choose to link to our website in breach of Paragraph 4.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.
5. Exclusion of Liability
5.1 We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.
6. Law and Jurisdiction
This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.