Refund policy

Here’s a more professional and brand-aligned version rewritten specifically for your Purrcare Raw store so it feels original and natural:

Returns & Refund Policy

At Purrcare Raw, we are committed to providing high-quality frozen raw dog food and excellent customer service. Please read our returns and refunds policy carefully before placing your order.

Returns

We offer a 30-day returns policy from the date your order is delivered.

To be eligible for a return, items must be:

  • Unused and in their original condition

  • In the original packaging

  • Accompanied by proof of purchase or order confirmation

To request a return, please contact our team at Hakco2024@gmail.com. before sending any items back.

Return Address:
Unit 8, Halliwell Mill
Bertha Street
Bolton
BL1 8AH

Please note that returns sent without prior approval may not be accepted.

Damaged, Incorrect or Faulty Orders

Please inspect your order as soon as it arrives.

If your order arrives damaged, defective, or you receive the incorrect item, contact us immediately at Hakco2024@gmail.com. with your order number and photos of the issue where possible. We will review the matter promptly and work to resolve it as quickly as possible.

Non-Returnable Items

Due to the nature of our products, certain items cannot be returned, including:

  • Frozen or perishable goods

  • Custom or personalised products

  • Sale or clearance items

  • Gift cards

  • Opened pet food products

We also cannot accept returns for products that have not been stored appropriately after delivery.

If you are unsure whether your item qualifies for a return, please contact our team before purchasing.

Exchanges

If you would like to exchange an item, the quickest option is to place a new order once your original return has been approved.

EU 14-Day Cooling-Off Period

For orders delivered within the European Union, customers have the right to cancel or return their order within 14 days of receiving the goods, for any reason.

Returned products must be unused, unopened, in their original packaging, and accompanied by proof of purchase.

Refunds

Once your return has been received and inspected, we will notify you regarding the approval status of your refund.

Approved refunds will be processed back to your original payment method within 5 working days. Please note that banks and payment providers may take additional time to process the transaction.

If more than 15 working days have passed since your refund was approved, please contact us at Hakco2024@gmail.com.

Delivery Disputes (Delivered But Not Received)

If tracking information shows an order as successfully delivered but the customer reports it as not received, this will be treated as a delivery dispute.

Our courier partners provide tracking updates, delivery notifications, and estimated delivery windows to help customers prepare for delivery. Customers are responsible for ensuring someone is available to receive the parcel or for providing suitable delivery instructions.

Once a parcel has been marked as delivered to the correct address, responsibility for the order transfers to the recipient. This includes deliveries left in designated safe places or parcels that may go missing after delivery.

Each case will be reviewed individually; however, refunds or replacements cannot be guaranteed where proof of delivery has been provided by the courier.