Rude Dog Food, Terms and Conditions of Business

Rude Dog Food, Terms and Conditions of Business

1. These terms and conditions apply to the purchase of goods and services from Rude Dog Food Ltd (company no. 14343994) whose registered office is at

29 Mount Park Road,
Ealing, London,
United Kingdom,
W5 2RS (“The Company”).

2. User Account

2.1 To purchase product(s) and/or service(s), it is necessary to register with The Company using the process defined on https://www.rudedogfood.co.uk (“The Website”). Registering on The Website generates a user account (“Account”) for each registered user ( “User”) with a unique username and associated information for each User and their pet(s). This gives a User access to secure website pages where Users are able to make purchases from The Company.

2.2. Only one User Account is permitted per individual User, but each individual User may register more than one pet. A user may also use their Account to place scheduled regular order(s) (“Subscription(s)”) to automatically receive product(s) at set intervals.

2.3. User Accounts are not transferrable and cannot be assigned, transferred, traded or sold to any third party.

3. Registering for a User Account

3.1. All Users must be at least 18 years of age on the date of registering.

3.2. By registering, each User accepts these terms and conditions together with any additional terms which may be detailed in specific instructions and/or any electronic messages, or on The Website, or communicated to any User in any other way. The Company shall be the sole arbiter of which term(s) shall prevail in the event of there being any inconsistency between terms and conditions.

3.3. By submitting their personal details, the User agrees to The Company processing those details in accordance with the purposes made known the User at the time of collection and in accordance with The Company’s privacy policy which can be viewed at https://www.rudedogfood.co.uk. The Company shall comply with all applicable requirements of the Data Protection Act 2018, the General Data Protection Regulation, any successor legislation or other applicable law.

3.4. It is a User’s sole responsibility to provide and maintain up-to-date accurate contact and payment information for their User Account, and the Company will not be responsible for any loss due to such information being incorrect at the time of ordering. Failure to provide and/or maintain complete and/or accurate contact and payment information as required by the registration form will result in deletion of the User Account. Any registrations that are incomplete, incorrect, incomprehensible, or not received by The Company will be void. Registrations submitted in bulk (i.e. more than could be made by a human in the time utilised, and/or without the use of devices and/or software utilised to make automated entries) will result in deletion of all registrations submitted by that User, including any previously submitted in a valid manner.

3.5. A user may close their Account at any time, through their Account page on The Website. Estimated shipment date(s) for Subscriptions are visible in the deliveries section of the User Account, and to stop receiving a Subscription order the Account must be closed before the last date for changes to the Subscription. Orders will still be charged and delivered if notification of closure is given after the last date for changes for a Subscription.

3.6. The Company reserves the right to refuse or cancel Account orders at its sole discretion, and Users will only be charged for orders that have been shipped prior to Account cancellation. The Company also reserves the right to put any User Account on hold and prevent outgoing deliveries, and/or remove any offers, rewards and/or benefits where any failure to observe these Terms and Conditions and/or abuse or unfair practice is discovered or detected.

4. Password and Security

4.1. When a User registers on The Website they will be asked to create a password which is associated with their User Account. The User is responsible for all actions, changes and/or purchases made to and/or through their Account, and any associated data. The Company will take all reasonable care to keep the details of any orders and/or payments secure, insofar as it is in their power to do so.

4.2. It is the User’s sole responsibility to select a secure password and keep it confidential and safe. Users must notify The Company immediately should they suspect that any non-user has gained unauthorised access to their Account. In the absence of negligence on the part of The Company, The Company cannot be held liable for any loss a User may suffer if a third party procures unauthorised access to any data the User provides when accessing, or ordering from, the website. The Company may for security purposes ask for confirmation of User Account details if the User contacts The Company to discuss their Account, but will never ask a User for their Password. Should the User be requested to disclose their password in any medium, they must cease the specific communication immediately and report the incident to The Company.

5. User and Introductory offers and discounts

5.1. The Company may offer new and/or existing Users special offers from time to time. Introductory offers are only available to newly-registered Users of The Website. Existing registered Users will qualify for offers as and where expressly stated.

5.2. Promotional offers and/or discounts will only be available for limited time periods, and associated Account credits and/or offers cannot be redeemed for cash. If the content of any offer consists of product, the product and quantity of product supplied will be as detailed in the offer, no substitutes will be allowed or made.

5.3. Unless otherwise stated, discounts and credits applied from one offer or benefit cannot be used in conjunction with any other offer or promotion, and delivery charges may still apply. The Company may cancel any special offer, introductory offer or promotion at any time without notice.

6. Ordering

6.1. Product(s) and or Service(s) are sold subject to the associated description along with any additional specific conditions related to that Product and/or Service as set-out. Availability and pricing of Product(s) shown on The Website are subject to change without notice, and the User will be charged at the price shown on The Website at the time of purchase. Every effort will be made to advise Subscribers of any changes to their subscription prices prior to their next order being processed. All prices on The Website are quoted in sterling (£) and where appropriate are inclusive of UK Value-Added Tax (VAT) at the current rate in the United Kingdom of 20%. Where applicable, delivery charge(s) will be added to each order value and the full amount due for payment will be shown at checkout.

6.2. Within 24 hours of placing each and every order via The Website, the User will receive an order confirmation via their specified preferred communication method. The order confirmation will include full details of product(s), price(s), dispatch and delivery information for that order. The Company will assume the order details to be correct unless they receive contact from the User to the contrary prior to the notified dispatch date and time. Any changes to the User account used to place the order, particularly relating, but not limited to, delivery addresses, made subsequent to the order being placed, may change the total cost of the order, and such change will be charged to the payment method specified on the User Account at the time the specific order was processed.

6.3. The Company will endeavour at all times to inform the customer of any unavailability prior to dispatch, but reserves the right to replace out of stock items with product(s) of a similar type and/or cost. If an order should result in significant substitutions, the User will be contacted to ascertain how they wish to proceed via contact information provided in their Account. If the User cannot be contacted within a reasonable timeframe (usually up to two hours), processing the order and/or substitutions will be left to the judgement of The Company.

6.4. The Company operates five working days each week – Monday, Tuesday, Wednesday, Thursday and Friday, excepting statutory holidays in the UK. Except at statutory holiday periods, retail orders received before 12pm midday on Monday through to Thursday inclusive will be packaged and dispatched that same day for next day delivery via courier. Retail orders received after 12pm midday on Monday through to Thursday inclusive and at any time on Friday or on a statutory holiday, will be packaged and dispatched the following working day for delivery via courier the next working day afterwards. Trade customers should contact The Company for specific delivery information prior to placing a Trade Order.

6.5. A contract in respect of the purchase of any of product(s) and/or service(s) via The Website will deem to be in effect once an order has been accepted, processed and dispatched. If a User has any question(s) related to any product, service, term and/or condition, they must contact The Company prior to placing any order for such product and/or service. The Company reserves the right to cancel or refuse order(s) without prior notification. Should any such order cancellation or refusal result after payment has been received by The Company, a full refund will be provided within 7 days. None of this in any way affects the customer’s statutory rights.

6.6. The Company shall not be liable for the non-performance of any aspect of delivery arising as a result of circumstances beyond their control. In the unlikely event that an order should fail to arrive on the advised delivery day the User must contact The Company as specified on The Website to enable the Company to investigate and respond. In the case of such investigation deeming an order to be ‘lost’ through no fault of the User, the User may either elect for delivery of the goods on an alternative date, or cancel the order and receive a refund of any amounts paid in full.

6.7. The Company will not be held responsible for the non-performance of any aspect of order delivery arising as a result of incorrect, or insufficient, information provided by the User, or any other action by the User contrary to these Terms and Conditions. In the case of such investigation deeming an order to be ‘lost’ or not arriving on time through the fault of the User, the User will be responsible for any consequential loss whatsoever including the cost of delivery and any return of the goods.

7. Payment

7.1. The Company accepts online payments in a secure environment by credit or debit card. All transactions are shown in UK Sterling (£) by default and will be charged in UK Sterling (£) against the User’s elected credit or debit card. No other currency is accepted.

7.2. Any problems or issues arising from an online transaction associated with The Website must be notified to The Company immediately. To resolve any such issue, The Company may need to pass information to The Company’s payment merchant for investigation, and any subsequent refund(s) will only be processed following verification from The Company’s merchant.

8. Cancellation

8.1. An order can be cancelled at any time so long as the status of the order is ‘Processing’ in the orders section of your account area, by following the instructions on our website.

8.2. The Company are unable to accept cancellations for frozen products after they have been dispatched as it is not possible to guarantee their condition upon return.

8.3. If a User cancels an order for dry products after they have been dispatched by The Company, the User must return the goods to the Company at their own expense, unopened and in the original packaging. The User must ensure that returned goods are packaged adequately to protect them against damage and to ensure they arrive back at The Company’s premises in their original unopened state.

8.4. Eligible refunds will be processed as detailed in the refunds section of these Terms and Conditions. This cancellation policy does not affect your legal rights, for example if goods are faulty or mis-described.

9. Delivery

9.1. Products will be delivered via a third-party courier. Orders from The Company can be delivered to addresses within the UK (including Northern Ireland), but PO Boxes are excluded. Charges vary dependent on goods ordered and destination. Current carriage charges and minimum weights will be as shown on The Website.

9.2. The Company will not accept liability for incorrect address information provided by the User. If the User has entered an incorrect address or postcode, or if the delivery address does not exist on the courier’s portal and The Company has to manually alter it, The Company will not replace or refund if the couriers fail to find or deliver to that address.

9.3 Delivery dates for the orders in a Subscription are selected by the User prior to confirmation of their first order. Future Subscription deliveries are visible in the User Account, and include price and delivery date of the next Subscription order due to be shipped. Every effort will be made to advise Subscribers of any changes to their subscription prices prior to their next order being dispatched.

9.4. Orders will be delivered between 7am and 9pm on the relevant day and the User, or their representative, must be available to accept the delivery within those times. A User must contact The Company prior to delivery if they have any concern about when an order should be received. Under no circumstances must a User change the date of delivery direct with the courier used to send the order by the Company. Doing so will result in the parcel being destroyed or damaged because the goods are perishable and the Company will not replace or refund an order in any circumstances if this has occurred as a direct result of the User changing the date.

9.5. Whilst every effort will be made by The Company and its agents to deliver an order within the time frame shown on The Website, The Company does not ‘guarantee’ a next day delivery service. There may occasionally be circumstances beyond the control of The Company when the delivery of orders is delayed. Should any potential late delivery occur, The Company will do their utmost to notify the User of such delay.

9.6. Users must not order for next day delivery if they are not able to accommodate a delay to 48 hours. In addition, there are certain remote areas within the UK where, due the local logistics, our third-party couriers can only offer a minimum 48-hour service. Users residing in those remote areas of the UK must make allowance for such logistical realities.

9.7 All raw food leaves our blast freezers at a temperature of minus 18 deg C and our thermal delivery packaging is designed to maintain deliverable temperature for up to 72 hours. Therefore any unforeseen delivery delay to 48 hours (or 72 hours in remote locations) will not affect the quality of products within packaging. The Company will therefore not replace or refund orders that have been rejected by the User purely as a result of delivery delays when that delivery would have been achieved within the extended time frame covered by the packaging design.

9.8. Upon delivery the User, or their representative, will be required to check the goods and to sign that they have been received in full and are in good condition. Product shortages or complaints must be notified to the courier at the time of delivery. If a user is not available to sign for a delivery and have left delivery instructions to that effect when placing an order, the User will be deemed to accept the full risk of receipt of the goods. In the event of any dispute, proof of delivery will be constituted by proof that the Courier has acted upon those instructions.

9.9. Couriers will leave perishable goods with a neighbour who has been ‘nominated’ by the user, as they should not be returned to the depot. It is the User’s responsibility to make sure they are available to sign for the delivery if there is nobody ‘nominated’ for a delivery to be left. If for any reason a delivery is taken back to the local depot, it is the User’s responsibility to collect the order from the depot or arrange and pay for another delivery. The Company will not accept liability for missing orders that have shown to be left by the courier’s GPS tracking. If a user believes a delivery has been stolen, they must contact their local Police to report a theft. Under no circumstances is The Company liable for thefts from a User’s address.

9.10 Shipping costs and non-standard shipping locations can vary in line with courier changes. We will notify you in advance of changes where possible, however we cannot guarantee the length of notice period as this is determined by our couriers. 

10. Returns, Replacement Goods & Refunds

10.1. For any return of product(s) to be considered by The Company, the User must follow the procedure provided on The Website within seven days of confirmed delivery, except in the rare circumstance of post-delivery discovery of the incorrect supply of products other than those ordered, when the User must contact The Company as soon as possible after discovery of the error.  This does not apply in the circumstance where the User has been advised pre-dispatch of a potential variance in their order and accepted a substitute product be included, or when the originally-ordered item is found to be out of stock for whatever reason, and is replaced by a near-equivalent substitute (eg size) including variation of quantities within a bundle purchase.

10.2. Perishable goods, by law, cannot be returned, so The Company are unable to accept returns for frozen products after they have been delivered. Couriers are not able to accept returns, as it is not possible to control and/or guarantee their condition does not deteriorate further during the return process.

10.3. The User may return any dry product and/or supplements in the event that they are dissatisfied with them. For dry products, such return will only be accepted if the product is unused and has remained packaged and/or sealed since first delivery.  Other than for Supplements supplied under the terms of any extended return period, any incorrectly-supplied product that has been opened and/or unsealed by the User previous to contacting The Company shall be deemed as having been purchased in lieu of the correct product.  In such case, should there be a price variance between the items, the Company reserves the right to invoice for the difference.  For Supplements supplied under the terms of any extended return period stated in the product description on The Website, for example a 30-day no-quibble money back guarantee, such return must include product and original packaging whether it has been opened or not. All returns must be sent by next day courier to the address provided on The Website.

10.4. Upon receipt of any return in good condition The Company will then process a refund. Please bear in mind that any refund may take several days to show in a User account. The Company will also refund any return shipping costs if the return is a result of error by The Company (for example, an incorrect item was delivered).

10.5. The User must notify The Company within 12 hours of an advised delivery time slot elapsing, if an order is not delivered, and no notification or paperwork advising any reason for non-delivery has been received, or a delivery is received that is incomplete or deficient in any way.

10.6. In the event of obvious damage observed on delivery to product(s) and/or packaging, this must initially be pointed-out to the delivery courier and a note added to the delivery paperwork. Claims for replacement of spoiled, damaged, missing or unsatisfactory goods and any other problems must be notified to The Company within 12 hours of delivery by following the procedure provided on The Website. The User may be requested to provide additional information including, but not limited to, photographic evidence in order to verify any claim regarding damaged, spoiled or unsatisfactory goods. Such photographic evidence must show the product(s) whilst still packed inside the outer carton.

10.7. Provided the required process is followed in accordance with these Terms and Conditions, The Company will offer a replacement order, or part of an order, should the product(s) arrive in an unsatisfactory condition, or, if for any reason, the User is not entirely satisfied with what they have received. Regardless, The Company will not replace or refund deliveries of perishable goods that are rejected by the User at or after 48 hours past the delivery time & date.

10.8. The Company will not refund or replace orders where a User has directly notified the courier to deliver to an alternative delivery address or at an alternative delivery date and/or time. Changes agreed with any third-party courier once an order has left The Company are beyond their control and are strictly advised against.

10.9. With the exception of frozen products not received, or received in an unsatisfactory condition, no refunds will be issued for frozen products after they have been delivered.

10.10. Refunds will be processed within 7 days. The Company reserve the right to refuse refunds where the above conditions are not met.

11. Complaints

11.1. All complaints must be made to The Company in writing by post or email to the appropriate address provided on The Website.

11.2. If the complaint relates to products, the following information must also be provided: Product Name; Product Batch number; Product Use by date; Pictures supporting the complaint.

12. External Links

12.1. The Website may, from time to time, provide links to other websites. The Company has not reviewed all of the content of any such linked websites and is therefore not responsible for the content of them. Links contained on The Website shall not be construed as an endorsement by The Company of any such linked website content unless expressly stated.

13. Other Terms and Conditions

13.1 Subscription orders are generated 5 days before the delivery date. Any subscriptions switched within the 5-day grace period will still be delivered, then updated after the delivery is confirmed.

13.2 Our 30% off promotion is restricted to the first delivery. Any deliveries after the first will be billed at full price. 

13.3. The Company may cancel or amend these terms and conditions without prior notice. Any such changes will be notified to registered users as soon as possible by the Company by any means chosen. The Company also reserves the right to cancel product offerings and/or their supply without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the Company’s control.

13.4. The Company may deregister any user, refuse to supply goods, or seek their recovery, in the event of non-entitlement under these terms and/or disqualify any user who (in Company’s sole opinion) breaches and/or does not comply with these terms and conditions or who has acted in a manner that is fraudulent, dishonest or, without limitation, abuses the Company’s website and any social media platforms connected to the Company by conduct which is detrimental to the interests of the Company, including without limitation, attempting to acquire goods in a manner inconsistent with these Terms and/or the intent of these terms, or through illegitimate channels, participating in fraud, or tampering with Company infrastructure, websites or tools.

13.5. Nothing in these terms and conditions shall exclude or limit The Promoter’s liability for death or personal injury caused by their staff or supplier’s negligence, or for fraud. Subject to this, the Company is not responsible, and/or accepts no liability for, any problems, service interruption or technical malfunction of any telephone network or lines, computer on-line systems, servers, or providers, computer equipment, software failure of any email or registration not received on account of technical problems or traffic congestion on the Internet, telephone lines or at any website, or any combination thereof, including any injury or damage to entrant’s or any other person’s computer or mobile telephone related to or resulting from participation or downloading any materials in the scheme. The Company cannot promise that services will be free from any error, omission, deletion, defect, theft, destruction, alteration of, or unauthorised access to accounts, or accounts and/or data lost or delayed including, but not limited to, virus, bugs, security functions of software used by The Customer or any third party, or other causes outside its control.

13.6. Any guidance, information, advice or other forms of communication provided by any member within the employment of The Company, in any medium, does not in any way supersede, alter or override these Terms and Conditions, or represent the views and opinions of The Company.

13.5. These terms and conditions will be governed in accordance with the laws of England and Wales and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. The invalidity or unenforceability of any provision of these Terms and Conditions shall not affect the validity or enforceability of any other provision. In the event that any provision is determined to be invalid or otherwise unenforceable or illegal, these Terms and Conditions shall otherwise remain in effect and shall be construed in accordance with their terms as if the invalid or illegal provision were not contained herein.

 These terms and conditions were last updated on 27th September 2022