Refund policy

Refund Policy

At LK9 Raw Ltd, we are committed to providing high-quality raw dog food and natural treats for your pets. Due to the nature of our products, certain items are not eligible for refunds or returns. Please read our policy carefully before making a purchase.

1. Non-Refundable and Non-Returnable Products

The following products are not eligible for refunds, returns, or exchanges:

  • Raw dog food products: This includes frozen, fresh, or thawed raw food items, due to health and safety regulations, except in cases outlined in Section 4.
  • Loose natural treats: As these items are not pre-packaged, they are ineligible for refunds, returns, or exchanges.

2. Returns and Exchanges for Pre-Packaged Natural Treats

We are happy to accept returns or exchanges for pre-packaged natural treats under the following conditions:

  • The item must be unopened and in its original condition.
  • The product must be within its expiry date.
  • Returns or exchanges must be initiated within 30 days of purchase.
  • To begin the process, please contact us at info@lk9raw.co.uk or call us at 0191 680 4912 with your order number and proof of purchase.

3. Damaged or Defective Products

  • If your order arrives damaged or defective, please contact us within 24 hours of delivery at info@lk9raw.co.uk or call us at 0191 680 4912.
  • Include photos of the damaged product, packaging, and order details. We will review the situation and provide a replacement or store credit if applicable.

4. Incorrect Items Sent via Local Delivery

If you have received an incorrect item through our local delivery service, please contact us within 24 hours at info@lk9raw.co.uk or call us at 0191 680 4912.

  • This includes raw dog food products, provided they are kept frozen and remain in their original packaging and condition.
  • Pre-packaged natural treats must remain unopened and in their original condition.
  • To arrange a return, please contact the store directly. Upon receipt and verification of the returned item, we will issue a refund or replacement.

5. Cancellations

  • Orders for raw dog food products and loose natural treats are not eligible for cancellation once they have been shipped or delivered.
  • Orders for pre-packaged natural treats cannot be canceled once shipped. However, they can be returned as long as they meet the following conditions:
    • The item is unopened and in its original packaging and condition.
    • The return is initiated within 30 days of purchase.
    • For details on returns, please refer to Section 2.

6. Shipping Costs

  • Shipping costs for returns are the responsibility of the customer unless the product was defective or sent in error.
  • Original shipping fees are non-refundable.

7. Exchanges

  • For pre-packaged natural treats, exchanges are possible if the product meets the conditions outlined in Section 2.
  • Raw dog food products and loose natural treats are not eligible for exchanges.

8. Customer Responsibility

  • It is the customer’s responsibility to ensure proper storage and timely receipt of delivered items to prevent spoilage.

If you have any questions or concerns about your order, please contact us at info@lk9raw.co.uk or call us at 0191 680 4912.