Complaints Procedure and Terms and Conditions

Complaints Procedure

If you have an issue with any of our products, to get the fastest resolution, we will need you to email a picture of the product itself and the packed date to as soon as possible. We do not accept complaints via facebook messages.  If we agree that there is an issue and if you have other packs with the same packed date and you want a refund then the packs must be returned to us in good condition and in the appropriate temperature controlled  packaging. We will arrange a collection via DPD. Once we have recieved the products in the condition they were sent out, then we will arrange a refund.


Reasons we will not refund:


My dog wont eat your food – Dogs go off food for a multitude of reasons.

My dog has diarrhea – Dogs pick up all sorts of bugs from soil, in muddy puddles. They pass bugs on to each other, they develop problems such as colitis and pancreatitis that will need a specially formulated diet from a holistic vet.

The meat is a different colour or texture – Meat varies in colour and texture due to the age of an animal and seasons.

My meat smells – This is a difficult one as some meats smell stronger than others and we arent there to smell it and pictures wont show this. We will only accept this complaint if the meat has been kept in its original packaging. We can not accept this if the food has been defrosted reportioned then refrozen, so sorry. Firstly check the ingredients in the minces. purely lamb and Purely ox do contain tripe, even though ive had customers telling me it doesn’t, so those will smell strong. If its smells off/rancid then we will take the meat back but as stipulated above it will need to be in good condition as in frozen and original packaging. We will then defrost the packs and if the meat has gone off and we have had previous complaints about that same batch we will refund.

Too much fat – We do have a fat analysis on every product but this is an approximate analysis, as all animals contain different amounts of fat. Lean proteins will be lean but still not completely free of fat. We will only refund, because of this, if there is an extreme amount of fat which will have to be backed up by a photograph and the fat will have to be photographed on scales.

Long pieces of bone in minces – Our normal minces are minced on a 10ml plate to which make our minces chunkier than most, very occasionally long pieces of bone can squeeze through the 10ml plate. We aim to remove as many long peices as we can however, occasionally they can get through, so please be aware of this when feeding our minces. 

Frozen items defrosted due to shop items being allowed to be put in the box –  If you have ordered pet shop items and have chosen to have them put in the same box as the frozen items. We do not hold responsibility if the frozen items defrost during transit and are unable to refund due to this, the food is perfectly fine to refreeze. 


About Us  

This website is owned and operated by:

The Dogs Butcher,
The Abattoir,
St Marychurch Rd,
TQ12 4SE
Tel: 07397563573
VAT Number: 250331744

If you need to contact us please use the details above.

Make a contract with us
2.1 When you place an order with us, you are agreeing to purchase goods from us. The website will send you an e-mail to confirm that we have received your order & payment. Please check your spam folder for this email if it hasn’t gone into your inbox.
2.2 Once we have received your order we will pick and pack your order, the time scale of this will vary depending on the delivery method you selected during checkout. PLEASE check the information regarding your delivery under the customer information at the bottom of the web page. When your order is dispatched you will receive another email from the courier company confirming this if you have a courier delivery.
2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this, refund you in full if you have relayed you do not want a substitution in the comments box and there will be no contract between us. We endeavour to operate a stringent stock control system but occasionally errors do occur.
2.4 Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products they will vary from the image(s) shown on the website and indeed from each other. They will not include any of the pictured accessories, unless stated in the specification of the goods.
2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Furthermore, see point 2.4 for the natural variation found in most of our products.
2.6 If for some reason you or we have to cancel your order refunds can take up to 14 days,
2.7 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
2.8 This contract is covered by English law.
2.9 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

How to place an order
3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time.
3.2 Delivery charges will be shown in the the basket at the point of checkout. This will be dependent on the delivery method chosen, either local or courier delivery. Please read courier delivery charges on website before ordering and minimum courier delivery as we do automatically refund if minimum is not met
3.3 You will be required to pay for the goods in full at the time of ordering.
3.4 We use secure payment processing by PayPal for online purchases. You can pay for your order by Visa, MasterCard or most other debit/credit cards. We DO NOT store or view any payment information as this is securely handled via PayPal.
3.5 Promotional prices are subject to availability.
3.6 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.
3.7 Once your order has been placed, changes will not be possible or if they are may incur additional charges or delays.

Delivery & Carriage
4.1 If your goods are to be dispatched via courier Please check courier information re; delivery times Please check dates of our van deliveries as your order will be allocated to next available date. If collecting please select that option and you will be given a collection day. Collections are Tuesday 1pm – 3pm Wednesday – Thursday 3pm – 5pm, Friday 1pm-3pm and Saturday 9:30am-11am but may need to change these days and times occasionally, you will be notified if we do so.
4.2 Our 3rd party couriers will deliver goods within 24 hours of dispatch although this is not guaranteed due to delays. We will not accept any responsibility for goods which are refused at 48hrs and boxes will keep food fresh for up to 72 hrs. Local delivery will be carried out on a mutually agreeable date. Please see delivery schedule, although these dates could change due to circumstances beyond our control. customers will be informed via telephone or email
4.3 Your order may arrive in more than one delivery. This can occur and our items are packed in protective packaging, so therefore should remain in a usable condition upon receipt.
4.4 We can deliver anywhere in mainland Great Britain except Highlands and some islands only for our frozen products. Please check by contacting us regarding Scottish highlands and boarders as these prices vary.
4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9am and 6pm , OR be happy for your order to be left in the mandatory safe place specified at the checkout. If the courier company deem there to be no safe place, the item will not be left. We take no responsibility for this. We will not accept responsibility for incorrect postal addresses provided by the customer or consequences of leaving the items where requested. We will not accept responsibility for loss, damage, or spoiling of goods if you instruct the delivery company to leave the goods unattended.
4.6 All courier deliveries are packed in insulated boxes to make sure they reach you in tip top condition. But please note that in some cases, particularly in warmer months or in areas where transit times are longer the contents may have thawed partially. This does not affect the quality of the products in any way and you can safely refreeze them in your freezer. For this reason we cannot accept any claims based on this where the items have been delivered within 48 hrs after dispatch. This includes if you reschedule your delivery day with the courier (which we strongly advise against), or the place you have requested them to leave your order is unavailable or unsuitable.
If the courier leaves your item in the safe location you requested or because that location is unsuitable leaves it elsewhere, then you as the customer are then responsible for collecting it from that location.
If you refuse delivery we are unable to offer a refund/replacement. Even if the parcel has been mistreated by the courier we need you to accept it as normal and take photos of the packaging and contents to send to us along with a description showing why the items are unacceptable/unusable. This is because in the process of it being returned to us the package and products will degrade further and by the time we get it back we will not be able to make an honest assessment on what the conditions were when you received it.
4.7 Disposal of packing materials is your responsibility.
4.8 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.
4.9 Please check the goods on delivery – any goods found to be missing or damaged should be notified to the delivery driver, if van delivery at the time of delivery or ourselves within 24hours or by email to ourselves if courier. We will not take into account any short falls after the 24hour time period has lapsed
4.10 If the goods are lost or damaged in transit, please let us know promptly. Please allow up to 7pm on the specified day of delivery before contacting us.
4.11 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.
4.12 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.
4.13 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.
4.14 Delivery charges for courier are starting from 7kg, We will refund without explanation any order below this weight as stated in large letters at the top of the home page. Van delivery is a minimum of 15kg . Please see our delivery page for further information.                                                                                                                   4.15 If you have not received your box for courier delivery within 14 days of placing the order, this must be reported to us via email to in order to resend your missing items.                                                                                                                                                                                                                                           4.16 We do not hold responsibilty once DPD have delivered your box to your property in the designated safe place and the box is stolen from your property. Please contact the police to report the box as stolen. Once DPD has delivered your box to your address, our delivery contract ends.   

Cancellation & Returns
If you have any problems with your order or any of the items are unsatisfactory please contact us with in 24 hours of receiving the goods. We will do our utmost to deal with your problem in an efficient and timely manner.

5.1 This policy does not apply to goods ordered by businesses which are exempt form the Distance Selling Regulations, or the following goods which are exempt from the right to cancel.
5.2 If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage.
5.3 If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
5.4 We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract. This cancellation policy does not affect your legal rights – for example, if goods are faulty or incorrectly described.

Faulty Goods
6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. Its helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
6.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received by us and checked. The cost of returning goods to us is your responsibility, however on inspection, we will refund your reasonable postage costs providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you; however, you will be required to cover our reasonable postage costs.
6.3 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.
6.4 If an item is not longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
6.5 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

7.1 The products sold on this website comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the uk.
7.2 We do not accept liability for any result feeding or administering products we sell. You are responsible for how you use our products.

Website disclaimer for
This disclaimer details our obligations to you regarding our website. Please read this disclaimer in full before you use this website. Using the website implies that you accept the terms of this disclaimer. We do occasionally update this disclaimer so please refer back to it in the future.

Use of Website
8.1 You are permitted to use our website for your own purposes and to print and download material from this website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.
8.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.
8.3 Subject to paragraph 1.1, no part of this website may be reproduced without our prior written permission.

Visitor Conduct
9.1 With the exception of personally identifiable information (that you enter during checkout or in your account area), the use of which is covered under our Privacy Policy, any material you send or post to this website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.
9.2 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom.

Site Uptime
3.1 We take all reasonable steps to ensure that this website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore, we will not be liable if this website is unavailable at any time.

Links To & From Other Websites
11.1 Any links to third party websites located on this website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.
11.2 If you would like to link to this website, you may only do so on the basis that you link to, but do not replicate, any page on this website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.
11.3 If you choose to link to our website in breach of Paragraph 11.2, you shall fully indemnify us for any loss or damage suffered as a result of your actions.

Exclusion of Liability
12.1 We take all reasonable steps to ensure that the information on this website is correct. However, we do not guarantee the correctness or completeness of material on this website. Neither we nor any other party (whether involved in producing, maintaining or delivering this website), shall be liable or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.

Law and Jurisdiction
This Legal Notice shall be governed by and construed in accordance with English Law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.

The Dogs Butcher
The Abattoir
St Marychurch Road
Newton Abbot
Devon TQ12 4SE

Office Number: 01803 301 545  Lines are open 9-5 Monday to Friday for most enquiries it is best to email us. 

Tel: 07735 416645
Tel: 07397 563573

About Us
We are a DEFRA approved Raw Meat for Working Dogs producer, sourcing locally & delivering throughout the UK.