Terms and Conditions

Effective date: 30/10/2025

Welcome to https://henleyrawdogfood.com (the “Site”).

The Site is operated by Henley Raw Dog Food Limited, registered in England & Wales with company number 11880445, whose registered address is Unit 8, Suttons Business Park, Sutton Park Avenue, Earley, Reading, Berkshire, RG6 1AZ (“we”, “us”, “our”).

By using the Site or placing an order with us, you agree to these Terms & Conditions (“Terms”). Please read them carefully before ordering.

For any questions about these Terms or your order, please contact us at shop@henleyrawdogfood.com.

 

1. About Our Products

1.1 We sell raw and frozen dog food and related products.
1.2 Full product information, ingredients, analytical constituents, and feeding guidelines are provided on our Site.
1.3 It is your responsibility to ensure that any product you purchase is suitable for your dog, particularly if they have allergies, intolerances, or medical conditions.
1.4 As our products are raw and perishable, they must be stored and handled in accordance with our instructions. We cannot be held responsible for deterioration, spoilage, or contamination if the products are not stored or handled correctly.

 

2. Using Our Website

2.1 You must be at least 18 years old to place an order.
2.2 You agree not to misuse the Site or interfere with its normal operation.
2.3 All content, including text, images, recipes, and branding on the Site, is owned by or licensed to Henley Raw Dog Food Ltd. You may not copy or reproduce it without our permission.

 

3. Orders & Contract Formation

3.1 When you place an order through the Site, you are making an offer to purchase.
3.2 You will receive an order acknowledgment by email — this does not constitute acceptance.
3.3 A binding contract is formed only when we send a dispatch confirmation or make the goods available for collection.
3.4 If a product is unavailable, incorrectly described, or cannot be delivered, we will cancel your order and refund any payment made.

 

4. Prices & Payment

4.1 All prices are shown in GBP and include VAT (where applicable).
4.2 Delivery charges are shown at checkout and depend on weight, location, and delivery method.
4.3 We may update prices at any time, but confirmed orders will be charged at the price shown at checkout.
4.4 Payment must be made at the time of ordering using one of the accepted payment methods on the Site.

 

5. Delivery & Collection

5.1 We deliver to the areas listed on the Site. Some postcodes may be excluded for frozen goods.
5.2 Frozen/raw goods must be received promptly upon delivery. If you request the courier to leave your order in a safe place or with a neighbour, you accept all risk of thawing or spoilage.
5.3 Risk and title pass to you once goods are delivered or collected.
5.4 Delivery dates and times are estimates. We are not responsible for delays caused by courier or weather disruptions.
5.5 If you fail to accept delivery, we may charge for re-delivery or disposal of perished goods.

 

6. Perishable Goods & Returns

6.1 Because our products are frozen and perishable, the usual 14-day “change of mind” cancellation rights under UK distance-selling regulations do not apply once an order has been dispatched and left the frozen chain.

6.2 We will, however, put things right if:

• Items were sent in error;
• Items arrived damaged; or
• Items were missing from your delivery.

6.3 You must notify us within 24 hours of delivery (including photos where possible) by emailing shop@henleyrawdogfood.com.

6.4 We may request that goods are retained for inspection or collection before issuing a refund or replacement.

 

7. Customer Responsibilities (Raw Food Handling)

7.1 Store products frozen until required. Once defrosted, use within the recommended timeframe.
7.2 Keep products out of reach of children.
7.3 Clean all surfaces, hands, and utensils after handling raw meat.
7.4 We are not responsible for illness or contamination caused by failure to follow safe handling, hygiene, or storage practices.

 

8. Cancelling Your Order

8.1 For one-off orders, you may usually cancel before your order has been picked or packed. Once dispatched, cancellation may not be possible.
8.2 For subscriptions, cancellation will apply to future renewals and will not refund any orders already created or charged.
8.3 If you cancel before dispatch, we will refund your payment within 14 days.

 

9. Our Right to Cancel

We reserve the right to cancel or refuse an order if:

• The product is out of stock;
• Delivery to your area is unavailable;
• There is a pricing or description error;
• Payment is declined or suspected as fraudulent.
  If we cancel your order, any payment made will be refunded in full.

 

10. Limitation of Liability

• 10.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or your statutory rights under UK consumer law.
  10.2 Our total liability for any order shall not exceed the total price you paid for that order.
  10.3 We are not responsible for:
• Losses arising from incorrect storage, handling, or use after delivery;
• Losses resulting from providing an incorrect delivery address or unsafe delivery instructions;
• Any business losses (including loss of profits, goodwill, or data) if you are purchasing for business purposes.

 

11. Intellectual Property

All trademarks, trade names, product names, packaging, photography, and written content displayed on this Site belong to Henley Raw Dog Food Ltd or its licensors. You must not copy, reproduce, or use them without permission.

 

12. Changes to these terms

We may update these Terms periodically to reflect legal, operational, or business changes. The “Effective date” above indicates the latest revision. Continued use of the Site after any update means you accept the revised Terms.

 

13. Governing Law & Jurisdiction

These Terms and any disputes arising from them are governed by the laws of England and Wales, and you agree to the exclusive jurisdiction of the courts of England and Wales.

 

14. Contact Us

If you have any questions about these Terms or your order, please contact:

Henley Raw Dog Food
Unit 8, Suttons Business Park
Reading, Berkshire
RG6 1AZ
Phone: 0118 304 3279
Email: shop@henleyrawdogfood.com