POLICIES
CUSTOMER CARE
At Borders Raw, customer satisfaction is of the utmost importance. We endeavour to provide support throughout all stages of raw feeding, whether you are transitioning from kibble or considering weaning a litter onto raw. Should you require any support with feeding, supplements, weight management, or any other elements of feeding a biologically accurate raw diet, please contact us here.
RETURNS
We unfortunately cannot accept returns due to the nature of the products and possible contamination of products coming back into our supply chain.
REFUNDS
Due to the nature of the products at Borders Raw, all orders are non-refundable, with the exception that a product is faulty/contaminated/damaged. If you discover that a product is faulty/contaminated/damaged, please contact us immediately, and we will work with you to seek a refund from the product supplier. Should our supplier approve a refund request, you are entitled to a refund of the price of the product(s) purchased. Refunds are usually processed within 7 working days of the customer being informed. However, during busy periods, this may take longer. We only offer refunds via the original payment method used to place the order. Depending on your payment issuer, this may also be extended by them.
PRIVACY & SAFETY
This privacy policy describes how Borders Raw Pet Food Supply & Delivery is committed to protecting your privacy, and how we use any data we collect from you to provide the best possible service.
This is a UK-based website and takes reasonable care to comply with the requirements of the UK Data Protection Act 1998 and the General Data Protection Regulation 2016 with regard to the personal information you supply. This site uses a security system that protects your information from unauthorised use. However, as no data transmissions over the internet can be guaranteed to be 100% secure we cannot ensure or warrant the security of any information you transmit to us, and you do so at your own risk.
We may modify this privacy policy with changes becoming effective immediately upon posting to the website, and by continuing to use the website you will be deemed to accept any such variations. Please note that Borders Raw Pet Food Supply & Delivery may provide links to other sites which may not be governed by this policy, and you should view the privacy policies of those sites for further information.
PAYMENT METHODS
At Borders Raw, we have elected to invoice our customers for their online orders. This allows us to avoid the high fees charged credit and debit card companies, fees which would ultimately have to be passed on to our customer. We still accept credit and debit cards in the shop at Spylaw Road, in Kelso.
DATA COLLECTION & USAGE
Our website collects and stores personal data via the voluntary use of web forms, and via email addresses we provide so that you can contact us with enquiries. You submit information using these methods voluntarily, and agree to the use of the personal data you provide as described in this policy. If you give us personal information about somebody else, such as a colleague, we will assume you have their permission to do so, and their data will also be subject to this policy.
We collect the following information;
Email List: Customers can “opt-in” to give us their email for marketing purposes. You may withdraw consent at any time, after which, we will no longer contact you by email, and the email will be deleted from our list.
IP Monitoring: Our website collects user IP information for server monitoring. This isn’t stored alongside any further customer information and is removed after 7 days.
Cookies: Our website collects personally identifying information using cookies when required as part of the site's operation. We will not collect personal data about you using cookies outside of this purpose. If you prefer not to allow the use of cookies, you can change the configuration of your browser to either warn you when you receive a cookie, or to automatically reject them. You may find, however, that disabling cookies means certain areas of the site do not function correctly.
YOUR RIGHTS REGARDING DATA COLLECTION
Individuals have the right to view, and to ask us to erase, amend, or stop the use of their data, and can ask either in writing or verbally, after which we will have 30 days to comply with their request, absent exceptional circumstances. If you have any queries or concerns regarding your data please contact us at hello@bordersrawpetfood.com.
DATA USAGE LINKS TO EXTERNAL WEBSITES
Our website may contain links to enable you to visit other websites of interest. We do not have any control over other such websites and cannot be responsible for the protection and privacy of any information which you provide whilst visiting sites not governed by this privacy statement. You should look at the privacy statement applicable to the website in question.