Terms and Conditions

Important Information

You are confirming that you have read, agreed to and understand the below terms and conditions by ordering through primalraw.co.uk

If you need to contact us please email lucy@primalraw.co.uk

Product traceability and reassurance

Raw Meat for the human food chain bought form the high street or your local supermarket will contain higher levels of bacteria. It is sold to be cooked which would eliminate this. All of our products are sourced from Defra regulated pet plant operators and are subject to strict guideline for product testing, batch testing and trace-ability. Raw pet food is very highly regulated and tested before being allowed to enter the market, it’s also much fresher due to it being processed very quickly from source, chilled down and blast frozen to under -25 to delay the growth of bacteria. Please follow good housekeeping when handling raw meat:

  • Clean surfaces
  • Wash food bowls
  • Wash hands

Payment – All orders must be paid in full before leaving the premises. When ordering via the Website please use the secure online payment system Stripe. All major debit and credit cards are accepted. If collecting from the shop card or cash payment can be made as well as over the phone payments if required.

Deliveries & Orders

Freezer Van order for delivery

Please ensure you’ve checked the delivery schedule Your order will be automatically booked in for the next route into your area unless you’ve specified a different date on the notes section.

You will be notified via email once your delivery is booked in and you’ll receive a follow up email confirming an estimated delivery time.

It’s very important that you let us know any delivery instruction at least 48 hours prior to you receiving your order.

Once the Van has left us we may not be able to get in touch with the driver.  If you’re not home at the time of us delivering, your order will be left in the shade where possible or in a safe place. A note will be written on your invoice and will be put through your door.

Important note: Freezer Van deliveries are not left in poly boxes or temperature controlled packaging. Once delivered put your order into the freezer at your earliest convenience or arrange for this to be do for you.

If the delivery driver has any difficulties finding your address, they will attempt to contact you by the mobile number you’ve provided.

Please check your order as soon as it arrives and report any problems via email to info@primalraw.co.uk

Just a polite reminder that the estimated delivery times are just that. At times hold ups, accidents or poor road conditions can affect the delivery schedule. If the driver falls behind more than an hour we’ll endeavour to let you know.

It’s the drivers responsibly to get your order delivered safely to your door. Our insurance does not cover entry to people homes.

Courier delivery

Courier deliveries will be collected from us on Monday, Tuesdays, Wednesdays and Thursday for delivery the following day.

Please allow 2 – 3 working days for us to process and pick your order. If you’d like a specific delivery day please make us aware by adding a note when checking out from the website.

The morning your delivery is due you’ll receive a text message from DPD giving you a one hour time slot. You can track your delivery via your mobile phone. If you can not be home to receive your order you should give specific instruction to leave safe or with a neighbour.

You MUST NOT request to reschedule or postpone the delivery due to it being perishable goods.



Once your order has been dispatched, we are unable to change it.

Most courier deliveries will arrive the next day within 24 hours. Deliveries can be delayed or rescheduled for the following day. We’ve only noticed this 48 hour turn round when sending to Northern Ireland and parts of Scotland. If your consignment is delayed please contact us as soon as possible.

We are not able to accept claims for partially thawed goods. Your orders will be packed in temperature-controlled packing and with Ice packs where necessary. This should keep your product cool if not fully frozen. All packaging is air tight. In the event of your product being partially thawed please place in the freezer as soon as possible. It is quite safe to refreeze if product is still cool.

Damaged Packaging, Picking Errors, Shortages, Shipping Errors, Complaints

If you find anything wrong with your order please contact us via email with photographs ON THE SAME DAY you receive it. Please put any issues in writing to lucy@primalraw.co.uk with back up photographs, batch codes of product and product information.

If for any reason we have a product out of stock we will contact you by phone or email to offer you alternatives. We will not replace products with an alternative without contacting you first.  If for any reason we are unable to reach you, we will replace any out of stock items with the next best thing available.  Should this not be acceptable, please leave the items with our delivery driver and we will refund you.

Primal Raw Limited can not be held responsible for stolen parcels that have been left at your premises on delivery, it is the customers responsibility to ensure that the location is safe.  Should in the unfortunate case you find that your items have been stolen, although there is no liability, as a gesture of good will we can resend your order on the receipt of a crime reference number

Changes, Add on’s or amendments

At least 48 hour notice is required to make any amendments to your order. If your order has already been picked and packed we will not be able remove or swap anything but we will be able to add to it.

Faulty GoodsUnder the Consumer Rights Act 2015 any item you purchase from Primal Raw Limited should be as described, of a satisfactory quality and fit for purpose. This means that if a product turns out to be damaged or faulty at the time of sale you are entitled to a refund, repair or replacement.

Returns – We’re unable to accept returns or exchanges of raw pet food once it’s left the premises as this breaks the Defra trace-ability of the product.

Your right to cancel

When you buy goods online from Primal Raw you can cancel up to 48 hours prior to the products being dispatched. This can be for any reason.

 If you’ve order has already been picked or packed a 10% charge will apply for packaging and re-stocking.


Primal Raw is a raw pet food retail and wholesale business. Before starting your dog on a raw diet please do some research or ask for assistance. There are some very good social media groups online where you can learn and join in with group discussions.  We are not qualified Vets. If you have any concerns regarding your pets’ health please contact your Vet immediately