Terms & Policies

Last updated: July 11, 2023

Privacy Policy

Your privacy is very important to us and we want you to know you can trust us. Any personal details and information you supply to us for order completion, marketing or competitions are held in the strictest confidence. Any information we collect will only be used for personalisation by Raw & Fresh.

Orders

Raw & Fresh requires orders to be placed via the website by Sunday midnight for the following weeks delivery. You will be emailed an order confirmation email which will include a delivery schedule, so please ensure you mark our email address as ‘safe’ to make sure you receive all emails from us. If you miss this cutoff time for ordering, it will be logged for the following weeks delivery. Your order will be delivered in full. It is the responsibility of the customer to ensure you have adequate freezer/refrigerator room for the amount of food you have ordered.

Accounts

Only one account is allowed per customer. It is against our terms of service to create multiple accounts to abuse discounts or misrepresent a customer's identity. We reserve the right to cancel duplicate accounts and deny future service to accounts created to abuse good faith.

Subscription service

Our subscription service offers our customers an automated debit and delivery service. Customers can organise this by clicking the ‘subscription’ button as you enter our shop and then place the order and frequency you would like to be automatically delivered. If you have any queries about this, please contact us.

Customers are able to log into their profile at any time to edit their personal details as well as changing/cancelling their subscription order. Just do so by logging into your profile and you will find ‘my account’ at the top of the screen, from there you will see ‘active subscriptions’.

Cancelled Orders

If an order needs cancelling (and possibly refunding), please contact Raw & Fresh via email theden@rawandfresh.com.au with the order number requiring cancellation and reason no later than midnight on the Sunday prior to when the delivery is expected.

Refunds

Raw & Fresh will refund or replace any of their Raw & Fresh products if they are spoiled when received by the customer. Please contact us via phone or email to discuss this immediately. The product will need to be retained for examination.

Delivery Policy

Please see the ‘Delivery Info’ at the bottom of this page for delivery details.

Deliveries will be left following the customers delivery instructions. It is the customers responsibility to receive and split if need be products and freeze within 10 hours of delivery.

Mobile Terms of Service

The Raw & Fresh mobile message service (the "Service") is operated by Raw & Fresh (“Raw & Fresh”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Raw & Fresh’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Raw & Fresh through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Raw & Fresh. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to RawAndFresh or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Raw & Fresh mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to RawAndFresh or email theden@rawandfresh.com.au.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

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