Due to frozen food handling protocols, we’re unable to accept frozen raw food that has left the store. We do accept unused raw food as donations.
To return other items*, bring the product in its original packaging plus the original store receipt within 30 days from date of purchase. Refunds will be issued in the same tender they were orginally purchased with. Products must be unused and in “new” condition to be returned.
*Not every brand has a palatability guarantee. Please speak to our staff to find out more.
Products are held for 7 calendar days from the day we notify you that we have your order. Items will go on the sales floor if they have not been collected after 7 days.
Items that we do not normally carry must be paid in full at the time of ordering.
There is a zero tolerance policy with offensive, intimidating, hostile and/or discriminatory behaviour towards any of our staff and other customers, through any means of communication, including email and phone. In The Raw reserves the right to refuse service to a customer not complying with this policy.
All pets coming in the store must be leashed. If using a retractable leash, please keep it locked and within 2 metres of you.
Customers hold complete responsibility and liability when bringing their pets into the store. By bringing pets into the store, customers accept responsibility for any damage caused by their pets, either to staff or other customers, customers’ pets, or material damages.
In The Raw collects the name, phone number and email of customers that voluntarily sign up for our rewards program. This information is stored in our point-of-sale system as well as a newsletter database for online marketing purposes. Customers wishing to have all their data erased can email firstname.lastname@example.org and ask for their information to be deleted.