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For Giveaway Terms & Conditions, see here.

Last updated 22/05/2024

Thank you for visiting These Terms and Conditions are valid from 22/11/2020.


1. Introduction

By placing an order with North Wales Raw Feeds 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


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 North Wales Raw Feeds

North Wales Raw Feeds registered address is 

Unit 27, Llandygai Industrial Estate


LL57 4YH


4. 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.


5. 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.


6. Product Descriptions

North Wales Raw Feeds 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. North Wales Raw Feeds cannot accept responsibility for any variation caused by browser software, computer screen or computer system used to view the product range. North Wales Raw Feeds 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.


7. Offers and Promotional Emails

7.1. 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.

7.2. 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.

7.3 Flyer Discount Code Offers

Discount codes provided in return for customer photos, reviews or feedback cannot be used in conjunction with any other offer. By providing us with photographs of your pet, you agree to these images being used and reproduced in marketing and promotional material, on social media channels, in promotional emails or on the website. 


8. 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.


8.1. 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 company's discretion. This DOES NOT affect your statutory rights.


8.2. For Domestic Consumers

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. North Wales Raw Feeds 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.


9. Business Hours

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


10. 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. In the instance that item(s) are missing or incorrect in your order, you must notify us within 2 days of receipt and provide photographic proof of the damages/defects in the order to be eligible for replacement products. You must return goods in accordance with our returns policy. If no action is taken North Wales Raw Feeds 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: Emails are responded to within one working day Mon-Fri.


11. Placing Online Orders with North Wales Raw Feeds

By placing an order via our website, you are making an offer to North Wales Raw Feeds 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. 

In the unlikely event that an item is out of stock, we will substitute with an item that closely matches, and if this isn't possible, we will refund the value of the item. There is a note box on the basket page where you can specify any allergies your pet has, we will do our best to give you a suitable substition based on this information. Alternatively you can request no substitutions in this box. You will not be charged if the substitution is more expensive, and will be reimbursed if the substitution is cheaper. For raw completes we will substitute for a complete of the same weight, in a similar protein. 

11.1 Bank Holiday & Busy Periods

As DPD do not collect on Bank Holidays, we often experience a backlog of orders to be dispatched on the next working day. During these times we ask that customers allow for extra time to receive their order. We generally ask that you allow 2-5 working days to dispatch after a Bank Holiday. We occasionally experience high volumes of orders, for example at Christmas or during promotions and sales. We ask that customers also allow for 2-5 working days to dispatch at these times. Customers will be notified via the website, social media or email when we are expecting delays. 

Please ensure all delivery address details are filled in correctly at checkout. We are not liable nor will we refund orders not delivered or returned to us due to an incorrectly entered address.

By placing an online order of perishable goods, you accept that orders may not arrive fully frozen. North Wales Raw Feeds makes every effort to ensure orders stay frozen but we cannot assume any responsibility for partial thawing during courier or van deliveries. 

12. 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.

13. Security of Payment

All credit and debit card holders are subject to validation checks and authorisation 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.


14. Title to Goods

Legal Ownership of the goods remains with North Wales Raw Feeds 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.

15. 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 North Wales Raw Feeds and you will not be subject to a refund.

16. DPD Courier Delivery Terms

Orders are sent out via DPD courier service. Orders are posted out Monday-Friday, excluding bank holidays.

Customers assume responsibility on orders of raw food below 10kg which may not remain fully frozen in transit. Shipping costs are calculated by weight and will be automatically applied at checkout. Once dispatched from the warehouse, DPD assumes all responsibility for the transit and delivery of customer orders. DPD will contact customers by email/text to notify that they have their order and provide a one hour delivery window. DPD cannot guarantee orders will remain fully frozen in transit, customers are made aware that partially-defrosted raw feeds are safe to refreeze. 

DPD do not deliver on Bank Holiday Sunday, Mondays or Fridays. DPD do not ship to Scottish Highland & Islands, Northern Ireland, Isle of Man, Channel Islands, Scilly Isles.

Customers are responsible for ensuring all delivery address details are entered correctly at the point of checkout, these cannot be changed once your order has been processed. North Wales Raw Feeds claims no responsibility for non-delivery of orders where the customer failed to provide the courier with the correct postal address. Once DPD have provided us with proof of delivery, we cannot be held liable for doorstep thefts or missing parcels. We highly reccommend you alwasys nominate a safe place or have your order delivered to an alternative address where it can be received at the point of delivery. DPD no longer provide the option of re-delivery to an alternative address, so please ensure you enter the correct information at checkout. 

16.1 Click & Collect Terms

All orders must be placed through our website. There is no minimum order value for Click & Collect. Select Click & Collect from the dropdown menu on the basket page. When completing checkout, customers must include a mobile number so we can text when the order is ready. If no mobile number is provided, the order will be cancelled and refunded in full. After checkout customers will receive an order confirmation, this must be kept to hand for collection.

Customers will be notified by text that items are ready to collect within 1-3 working days of placing their order. Orders can only be collected once they have received a 'ready to collect' text notification, we cannot prepare orders on demand. For safety, we kindly ask customers not to turn up at our premises or approach the warehouse entrance. ​Upon arrival, customers are asked to stay in their vehicle and text 07871 801 269 with an order number and number plate, a member of staff will bring the order out to the customer's car. 

Customers must collect orders within 5 working days. Orders not collected in this timeframe will be cancelled and refunds will be subject to a 15% picking charge. We cannot hold or delay orders past the 5 day cut off. If you have made a mistake, please contact us to cancel your order

17. Stock Availability

North Wales Raw Feeds 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.

18. Our Cancellation Policy 

Should you wish to cancel your order, please write an email to us at 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 (see clause 19). 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. Return postage will not be refunded. Returned Items should be sent to North Wales Raw Feeds, Unit 27, Llandygai Industrial Estate, Bangor, Gwynedd, LL57 4YH.

19. Returns Policy

We accept returns or exchanges on our non-raw products. We can 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 we cannot accept returns of these items. Items can be returned 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).


20. 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 North Wales Raw Feeds, its partners and affiliates. This does not limit the generality of any provision of these terms and conditions.

21. 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 unauthorised 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

Should you wish to cancel your account, please notify us on

22. 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. North Wales Raw Feeds 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. 

23. Jurisdiction

These Terms and Conditions and your use of our website are governed by UK Law. By using our website, you agree to submit to the non-exclusive jurisdiction of the UK 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.

24. 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.

25. Customer Service and Complaints

If you wish to complain about any matter in respect of the goods purchased, then please contact us on Emails are responded to within one working day Mon-Fri.

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

26. General Matters

These terms and conditions include our Privacy Policy and constitute the complete and exclusive agreement between you and North Wales Raw Feeds concerning your use of the website. These terms and conditions are in effect from 22nd November 2020 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.

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