Terms & Conditions



These General Terms and Conditions of Business apply to all orders and deliveries between Grace Natural Pet Foods Limited and its customers via the online shop www.gracepetfoods.co.uk

Grace Natural Pet Foods are dedicated to your total satisfaction. If you have any suggestions or feedback, please contact us on 0800 310 1015 or email info@gracepetfoods.com

It is our policy to ensure the data we hold about you is correct. When placing an order online or by phone, please ensure you give us correct information. Incorrect information may result in your order being delayed or in the case of an incorrect address, may be lost. In this case, we are not responsible for the loss.

Once you have selected your products, they will be held in the cart for you to review until you are ready to complete your purchase. Payment methods are defined in our Payments & Returns Policy. 

All our prices include VAT at standard UK rate of 20%. Goods remain the property of Grace Natural Pet Food Ltd until paid for in full. We reserve the right to adjust quantities and to balance any error in payment. We reserve the right to apply Stock Substitution with equivalent goods.

Every effort is made to advertise at the correct price, products are subjected to change without notice. We will discuss with the customer and advise accordingly.


Occasionally where you have ordered a 12 kg bag we may send you 6 x 2 kg, or if you have ordered a 2kg bag, we may send you 4 x 500g bags, this is a way we control stock levels and continue to provide the very best service to our customers. We will contact you before we apply stock substitution.


Our products are sold in domestic quantities only and only to persons of an age at which they can enter a legal transaction. If larger quantities of food are required, please contact us.

An order confirmation is sent via email once we have received your details and order request. You will be kept up to date on the progress of your order. We will contact you to ensure that you are happy with any alterations made.

UK VAT will be charged at the standard rate unless the product is VAT exempt. This includes all product and shipping rates. Our Vat Free Working Dog range is sold with the acknowledgement that you are purchasing food for ‘Working or Sporting Dogs.

All credit card numbers are encrypted in the software when the order is placed using 128-bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.


An SSL certificate is issued by a trusted third party for a specific domain or subdomain. It verifies that a secure web page (such as the checkout page) is properly encrypted, ensuring that all information passed between a user and the site is private. Grace Natural Pet Foods has a dedicated SSL Certificate. The benefit of having a dedicated SSL on the online store is the ability to use the Sitewide HTTPS feature, which will encrypt all pages of the website. Having sitewide HTTPS will display a green padlock on all pages, giving shoppers extra confidence

No items will be replaced or refunded without first receiving the goods returned. If the item has been damaged by the customer, no refund or replacement will be given. 

It is the customers responsibility to carefully check that all merchandise received is undamaged and in good working condition upon receipt.
If you are returning items to us and they are lost by the postal service you use, we do not accept any responsibility. It is your responsibility to ensure goods are returned to us in the condition in which they were received.

Any claims in respect of damage please telephone us on 0800 310 1015 within 3 days of receipt of merchandise.


Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call us immediately. Save all packaging material and paperwork.

For Shipping charges, please refer to Shipping & Delivery.

If you order an item in error, only the price of the returned goods will be refunded. Postage will not be refunded. We will not accept back items that are not in as-new condition.
It is not impossible that our staff will send you the wrong item by mistake. We apologise if this rare occurrence happens. If this is the case for you then please contact us to let us know what has happened and we can discuss remedial actions. All items must be received by us before we process the refund.


On receipt of a resolution, a refund will be processed instantly by Grace Natural Pet Foods. Dependant on your bank, a refund can take up to 3 to 5 working days to appear in your bank account. If used a PayPal transaction should appear instantly in your PayPal account.

Your rights to return goods are protected under the EU Distance Selling Directive and under the UK Consumer Rights Act. Any damages or issues raised regarding your order will not affect your Statutory Rights.