Refunds, Returns & Cancellations • Privacy Policy • Cookies Policy
Last updated: 08/10/2025

Business (trading) name: D&D Raw & More
Trading address: Unit 1, Primrose Yard, Westerhope, Newcastle Upon Tyne, NE5 1LX
Website: dd-rawandmore.co.uk
Email: info@dd-rawandmore.co.uk
Telephone: 07445902015

REFUNDS, RETURNS & CANCELLATIONS (UK)

  1. Change-of-mind returns
    We do not accept returns of perishable, frozen, or temperature-sensitive products (including raw pet food). We also do not accept returns of sealed goods that are not suitable for return due to health or hygiene reasons if they have been unsealed after delivery.

For non-perishable, non-hygiene-sealed merchandise (for example, accessories), customers have 14 days from delivery to tell us they wish to cancel and a further 14 days to return the item in resaleable condition. Customers are responsible for return postage unless we are at fault.

  1. Faulty, damaged or mis-described items
    Your statutory rights are fully respected. If a product is faulty, not as described or unfit for purpose, you are entitled to a remedy (repair, replacement or refund, including the 30-day short-term right to reject). For damage in transit, please contact us within 48 hours of delivery and include clear photos of the packaging and contents.

  2. Deliveries of chilled/frozen goods
    Please ensure someone can receive the parcel at the first delivery attempt. We cannot accept returns where products have defrosted or been improperly stored after delivery, except where we are at fault.

  3. Services (Ultrasounds & Microchipping)
    You may cancel a service booked remotely within 14 days of booking if the service has not been performed. If you ask us to perform the service within that period, you may lose the right to cancel once the service is fully performed. If you cancel after work has started, you may need to pay for what has been provided up to cancellation.
    Missed appointments / late cancellations: please give at least 24 hours’ notice where possible.

  4. How to raise an issue
    Contact us with your order number, photos (if applicable), and a brief description. You can write to us at the trading address above.
    Your statutory rights are not affected.

PRIVACY POLICY

Who we are
D&D Raw & More is the controller of your personal information.

What we collect
• Identity and contact details (name, addresses, email, phone).
• Order and delivery information (purchases, delivery address, notes).
• Service information for ultrasounds/microchipping (pet details necessary to provide the service and, where applicable, to register microchips on an approved UK database).
• Technical data (IP address, device/browser info, cookie identifiers).
• Marketing preferences and consents.

How we use your data (lawful bases)
• Contract: to take payment, fulfil orders, arrange delivery/collection, and provide booked services.
• Legal obligation: record-keeping (e.g., tax), and microchipping registration where applicable.
• Legitimate interests: site security, fraud prevention, service improvement, and limited direct marketing to existing customers (you can opt out).
• Consent: for non-essential cookies/analytics and for marketing to new subscribers.

Sharing your data
We share only what is necessary with: delivery/courier services, payment providers, IT/hosting and analytics providers, and (where applicable) approved UK microchip databases for registration. We do not sell your personal data.

International transfers
If data is processed outside the UK/EEA by our suppliers, we ensure appropriate safeguards are in place.

Retention
• Orders, invoices and tax records: typically 6 years.
• Microchipping and service records: as required by law and for aftercare.
• Marketing contact data: until you unsubscribe or ask us to delete (we may retain suppression records to honour opt-outs).

Your rights
You have the rights to access, rectify, erase, restrict, object, and data portability, and rights relating to automated decision-making. To exercise these rights, contact us using the details above. We will respond within one month where possible.

Security
We apply appropriate technical and organisational measures to protect personal data, including encrypted connections and secure payment processing through PCI-compliant providers.

COOKIES POLICY

What are cookies?
Cookies are small files placed on your device to help the site function, improve performance and (with consent) measure and personalise marketing.

How we use cookies
• Strictly necessary (no consent needed): functions like basket, checkout, log-in, load-balancing and security.
• Analytics (consent): to understand website usage and improve services.
• Marketing (consent): to measure campaigns and show relevant ads.

Your choices
On your first visit you may be asked to set cookie preferences. You can change these at any time via your browser settings or your on-site preferences (where provided). Blocking some cookies may affect site functionality (for example, checkout and account features).

Contact
For any privacy or cookies questions, contact D&D Raw & More using the details at the top of this page.