Terms & Policies
Orders
Raw food order cut-off is Sunday at midnight for Wednesday dispatch. Orders placed after the cut-off will be dispatched the following Wednesday.
You will receive an email confirmation once your order has been fulfilled and dispatched. Please ensure our email address is marked as “safe” so you receive all delivery updates and notifications.
Orders must be placed through the website. Orders cannot be placed or paid for via phone call.
Only one account is permitted per customer. Creating multiple accounts to abuse discounts, promotions or misrepresent identity is a breach of our Terms of Service. RogueRaw reserves the right to suspend accounts, cancel orders and refuse future service where misuse or fraudulent behaviour is identified.
RogueRaw reserves the right to cancel orders resulting from pricing errors, stock discrepancies, technical issues or suspected fraudulent activity.
Certain products may occasionally become unavailable due to supplier or stock fluctuations. Where necessary, RogueRaw reserves the right to substitute, delay or refund unavailable items.
Bulk Buy Discounts and Loyalty Rewards
Bulk Buy discounts cannot be combined with Loyalty Rewards discounts or points redemptions.
If a Bulk Buy discount is applied to your order, loyalty points cannot be redeemed at checkout.
Refunds & Returns Policy
RogueRaw will replace or refund products that are spoiled, faulty or affected due to factors within our control.
Please contact us immediately via phone or email at info@rogueraw.com.au with your order number and supporting images or evidence so we can investigate promptly.
Products may be required to be retained for examination before a refund or replacement is approved.
Due to health and safety regulations surrounding raw food products, we cannot accept returns of products that have been opened, handled, offered, partially consumed or incorrectly stored.
Refunds or replacements will not be provided where spoilage or damage has resulted from:
- failure to refrigerate or freeze products appropriately
- incorrect delivery information supplied by the customer
- unattended deliveries beyond reasonable timeframes
- customer handling or storage issues outside our control
Nothing in these terms excludes or limits your rights under Australian Consumer Law.
Delivery Policy
RogueRaw prides itself on quality excellence in both product and service. All deliveries are hand packed and quality checked prior to dispatch. Deliveries are completed using refrigerated courier services as we do not use preservatives.
Delivery days and times are managed by independent courier networks and may vary depending on location, route scheduling and external conditions.
Customers will receive SMS and/or email notifications regarding estimated delivery times and dates where available.
By placing an order, the customer authorises RogueRaw and its delivery partners to leave deliveries unattended at the nominated address where safe to do so.
Orders will be left according to delivery instructions where possible, however specific placement requests cannot be guaranteed.
While every effort is made to meet estimated delivery windows, delays may occur due to weather events, courier disruptions, traffic conditions, public holidays or circumstances beyond our control.
Ownership and responsibility for products transfers to the customer once delivery has been completed at the nominated delivery address.
RogueRaw accepts no responsibility for spoilage, theft, animal interference, weather exposure or damage occurring after delivery has been completed.
Customers are responsible for ensuring products are refrigerated or frozen immediately upon receipt.
As RogueRaw products are raw perishable foods, customers are responsible for safe food handling, storage and feeding practices following delivery.
Partial thawing during transit may occur and does not necessarily indicate spoilage provided products remain cold to touch upon arrival.
Customers are responsible for ensuring all delivery details and contact information supplied at checkout are accurate. RogueRaw accepts no responsibility for failed deliveries, spoilage or additional freight costs arising from incorrect customer information.
Packaging & Sustainability
At RogueRaw we are conscious of our environmental footprint, and many of our customers are too. We encourage sustainable reuse and recycling practices wherever possible.
Cardboard delivery boxes can be reused, repurposed or recycled through household recycling services.
We encourage customers to order in larger quantities where practical to reduce packaging and transport impact.
Insulated liners and soft plastic packaging may be reused or recycled at participating soft plastic recycling collection points.
Gel ice packs can be reused personally or emptied into garden soil to assist with water retention. The gel is non-toxic and biodegradable over time. Ice pack contents should not be emptied down sinks or drains.
Cancelled Orders
If an order requires cancellation or amendment, customers must contact RogueRaw via info@rogueraw.com.au prior to the Monday before the scheduled delivery week.
Once production, packing or dispatch processes have commenced, orders may no longer be eligible for cancellation or refund.
Feeding & Health Disclaimer
Information provided by RogueRaw, including feeding guides, educational content and nutritional information, is general in nature and is not intended to replace veterinary advice.
Customers should consult their veterinarian regarding their pet’s individual dietary requirements, allergies, medical conditions or health concerns.
RogueRaw accepts no liability for issues arising from inappropriate feeding practices, improper food handling or failure to transition pets appropriately to raw feeding.
Privacy Policy
Your privacy is important to us and your information is handled with strict confidentiality and security procedures.
Customer information provided for orders, account verification, marketing communications or competitions is securely stored and used only for legitimate RogueRaw business purposes.
RogueRaw does not sell or disclose customer information to unrelated third parties except where required for payment processing, delivery services, legal compliance or operational purposes directly related to fulfilling customer orders.
Our online systems are monitored and protected through fraud prevention and security protocols to help safeguard customer information.
Limitation of Liability
To the maximum extent permitted by law, RogueRaw’s liability is limited to the replacement, refund or resupply of affected products.
RogueRaw is not liable for indirect, incidental or consequential loss arising from the use, storage, handling or feeding of products purchased from our website.
Intellectual Property
All content, branding, logos, product descriptions, website materials, images and media displayed on RogueRaw remain the intellectual property of RogueRaw and may not be reproduced, copied or distributed without prior written permission.