Refund policy

1. RETURNS 

If your purchased product is deemed faulty or has damaged packaging, or other concerns not mentioned within, a full refund or product replacement will be issued in accordance with the Consumer Guarantees Act 1993.  

Any complaints must be emailed in writing within 7 working days. If we do not receive a complaint within this time frame, Super Raw is not liable or obligated to provide a refund/replacement product. 

A refund or replacement for a faulty product is not available if vomiting and/or diarrhoea occurs, as this does not indicate that the product itself is at fault, it could simply be an intolerance to a meat product, or new meats introduced too quickly. If you are changing your pet’s diet, please do so slowly. 
 
In order to fully investigate a particular product’s production process, we require full product details including the name of the product, and the Best Before date from the label.  Without these details any investigation will be limited. In some instances, we will request to have the product returned and/or photos supplied in order to assist with investigations. 

2. UNPALATABLE PRODUCT 

Super Raw Limited will endeavour to supply a high-quality product that is palatable for our pet cats and dogs with the understanding that not all animals enjoy the same products. Super Raw Limited is NOT obliged to refund/replace a faulty product that animals simply do not wish to eat. 

Super Raw Limited will offer suggestions that may best suit your pet based on the information you have provided us, however we cannot know whether your pet will like the taste of a certain product, and therefore will not refund or replace product based on this. 

Super Raw Limited reserves the right to assess the condition and age of goods in question prior to providing a replacement or refund. This may result in a replacement or refund being refused. 

3. PRODUCT PRICING 

If a product is charged at a higher price than stated on the advertised pricing, a credit will be applied to your next order. Please contact Super Raw Limited within 48 hours of your order being delivered to discuss the issue.