Terms of service
Shopify Terms of Service
Last updated: 30 August 2026
These terms apply when you use rheasraw.co.uk or purchase goods from Sophie Clanachan, trading as Rhea’s Raw ("Rhea’s Raw", "we", "us" or "our"). Nothing in these terms excludes or restricts your statutory rights.
1. About us
Rhea’s Raw is the trading name of sole trader Sophie Clanachan.
Trading address: 28A Foxmoor Business Park Road, Wellington, TA21 9RF, United Kingdom
Email:Â info@rheasraw.co.uk
Telephone: 01823 765128
Our online store is hosted by Shopify.
2. Using the website
You may use the website only for lawful purposes. You must not interfere with its security or operation, introduce malicious code, attempt unauthorised access, scrape information in a way that disrupts the service, or misuse another person’s account or personal information.
You must be at least 18 years old to place an order. You are responsible for making sure information supplied during checkout or account registration is complete and accurate.
3. Products and product information
We take reasonable care to describe and display products accurately. Packaging, colour, appearance and supplier information may change, and screen displays may not reproduce colours exactly. Any material difference affecting the product will be handled in accordance with your legal rights.
Ingredient, composition, analytical, feeding, storage and suitability information is based on information available from manufacturers and suppliers. Check the current product packaging before use, particularly where your animal has an allergy, intolerance or medical condition. Contact us if the website and packaging materially differ.
Information on this website and informal feeding guidance are general information, not veterinary diagnosis or treatment. Seek advice from a suitably qualified veterinary professional where your animal is unwell or has a medical or nutritional condition.
4. Orders and the contract
When you submit an order, you offer to buy the products in your basket under these terms. A contract is formed when we send an order confirmation accepting the order.
Products are subject to availability. If we cannot supply an accepted item, we will contact you and offer an appropriate alternative only with your agreement, or refund the unavailable item. We may refuse or cancel an order where there is an obvious pricing or description error, suspected fraud, an unlawful transaction, an unavailable product or a delivery address outside our service area. If payment has been taken for an order we do not supply, it will be refunded.
5. Prices and payment
Prices are shown in pounds sterling. The total price, any available delivery charge and any other mandatory charge will be shown before you place the order. Payment is taken using the methods offered at checkout.
We may change future prices or promotions at any time, but this will not change the price of an order already accepted except where you agree to a change or the law permits it.
6. Collection and local delivery
Free collection from our Wellington shop is our main fulfilment option and has no minimum order. Choose collection at checkout and wait for confirmation that the order is ready before travelling to the shop. Orders should be collected during the available opening or collection times. Bring the order confirmation or other reasonable proof of purchase.
Local delivery is a limited service for orders of £20 or more within eight miles of the Wellington shop. Current charges are £1.50 for addresses up to three miles away, £2.50 for addresses over three and up to five miles away, and £3.50 for addresses over five and up to eight miles away. Eligibility and the applicable charge are calculated from the address entered at checkout.
You must provide a complete and accurate delivery address, postcode, telephone number and any information reasonably needed to access the property. Any delivery arrangements shown at checkout or confirmed directly with you form part of the order.
7. Frozen and raw products
Frozen and raw food must be transported, handled, stored, defrosted and served safely and in accordance with the product label and relevant hygiene guidance. Place frozen products into a suitable freezer promptly after delivery or collection. Keep raw pet food separate from human food, wash hands and utensils thoroughly, and clean preparation surfaces after use.
Contact us promptly if frozen food is damaged, inadequately frozen, incorrectly supplied or otherwise appears unsafe. Please see our Refund Policy for the process and your rights.
8. Cancellations, returns and faulty goods
Frozen, raw and other rapidly perishable goods are exempt from the usual change of mind cancellation right. Eligible nonperishable goods bought online may be cancelled within the statutory period. We do not offer voluntary change of mind returns or exchanges for purchases made in store.
Your rights where goods are faulty, unsafe, damaged, not as described or incorrectly supplied are unaffected. Full details are in our Refund Policy.
9. Promotions and discount codes
Promotions may have additional clearly stated conditions, including dates, qualifying products, minimum spend or limits on combining offers. A discount must normally be applied before checkout and cannot be added retrospectively unless the promotion states otherwise. Promotions do not affect statutory rights.
10. Accounts, reviews and user content
You are responsible for keeping account credentials confidential and for telling us promptly if you suspect unauthorised use.
If you submit a review, photograph or other content, it must be honest, lawful, relevant and must not infringe another person’s rights. You give us a nonexclusive, without a royalty permission to display and reproduce that content for operating and promoting Rhea’s Raw. You retain ownership of your content and may ask us to consider removing personal information associated with it. We may moderate or remove content that is unlawful, abusive, misleading, irrelevant or otherwise inappropriate.
11. Intellectual property
The website’s branding, design, text, graphics and other content belong to Rhea’s Raw or are used with permission. You may view and use the website for personal shopping purposes but may not reproduce or exploit its content commercially without permission.
12. Third party services and links
The website may use or link to third party services such as payment providers, review tools and social media sites. Their own terms and privacy notices apply when you use their services. We remain responsible for our own obligations to you and do not use this clause to avoid responsibility for suppliers or service providers we choose to fulfil our contract.
13. Our responsibility
We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for losses that were not caused by us or were not reasonably foreseeable when the contract was made.
We do not exclude or limit responsibility where it would be unlawful to do so, including responsibility for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products, or breach of your statutory rights.
We supply products for private and domestic use. If you use them for a commercial purpose, we are not responsible for business losses such as loss of profit, revenue, business opportunity or anticipated savings, except where the law requires otherwise.
14. Events outside reasonable control
We are not responsible for delay or failure caused by an event outside our reasonable control, but we will take reasonable steps to minimise the effect, contact you where appropriate and protect your right to a refund where we cannot supply the order.
15. Changes to these terms
We may update these terms for future website use and orders. Changes will not retrospectively alter an order already accepted unless required by law or agreed with you.
16. Severability and waiver
If a court finds part of these terms unlawful or unenforceable, the remaining parts continue to apply. A delay in enforcing a right does not waive that right.
17. Governing law and disputes
These terms and contracts with us are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protections provided by the law where you live and may bring proceedings in your local courts where applicable.
Please contact us first if you have a complaint so that we can try to resolve it.
18. Contact
Email:Â info@rheasraw.co.uk
Telephone: 01823 765128
Address: 28A Foxmoor Business Park Road, Wellington, TA21 9RF