Returns, Replacements and Incidents Policy

Last updated: 1st June 2026

We want every Raw Pet Food ES customer to be happy with their order. This policy explains how we handle returns, replacements, and incidents.

Frozen and Perishable Products Cannot Be Returned

All products sold by Raw Pet Food ES are frozen and perishable by nature. Once your order has been dispatched, it cannot be returned to us for hygiene, health, and food safety reasons.

This applies to all frozen raw food, treats, and any other perishable products in your order.

This is consistent with your rights as a consumer under European consumer law, which excludes perishable and frozen goods from the standard 14-day right of withdrawal that applies to most other purchases made online.

If your order has not yet been dispatched and you need to cancel it, please contact us immediately at info@rawpetfood.es or +34 711 050 491. We cannot guarantee cancellation once dispatch is underway, but we will do our best to help.

When We Will Assess a Replacement or Refund

We take quality seriously. If something goes genuinely wrong with your order, we want to fix it.

We will review requests for a replacement or refund where:

  • Products arrived damaged or visibly compromised
  • The wrong products were included in your order
  • There was a failure in the cold chain that was not caused by customer absence or an incorrect delivery address
  • A product is missing from your order
  • There is a confirmed fault or quality issue with a specific product

We assess each situation individually. Depending on the circumstances, we may offer a replacement, a partial or full refund, or store credit. We do not require you to return frozen goods to qualify for assessment.

What Is Not Covered

The following situations are not automatically covered by a replacement or refund:

  • Delivery failure because you were not available to receive the order
  • An incorrect delivery address or phone number provided at checkout
  • Refusal to accept the delivery
  • Failure to collect or receive a delivery attempt
  • Products that have been improperly stored after delivery
  • Minor variation in product appearance that does not affect quality

We assess all requests on a case-by-case basis and may still choose to assist even in borderline situations, but we cannot guarantee this.

How to Report an Incident

You must report any delivery incident within 24 hours of your order being delivered.

Late reports may not be able to be assessed due to the perishable nature of the products.

To report an incident, please contact us with all of the following:

  1. Your order number
  2. A description of the problem
  3. Clear photographs showing the issue (packaging, products, any damage visible)
  4. The date and time of delivery

Email: info@rawpetfood.es
Phone/WhatsApp: +34 711 050 491

We will acknowledge your report as quickly as possible and aim to respond with a resolution within 2 to 3 working days.

Non-Perishable Items

If your order includes non-perishable items such as accessories or supplements in sealed non-frozen format, different return rights may apply under applicable consumer law. Please contact us to discuss.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under Spanish and European law. If you believe we have treated your complaint unfairly, you have the right to escalate to the relevant Spanish consumer authority.