I need to return a product?
To be eligible for a return, items must be unused and in the original condition that you received it, unless there is a manufacture defect. Original condition means the product has not been opened, used, or damaged in any way and must be in original packaging or well packaged in a suitable alternative.
You must notify us of your wish to return your item within 14 days of purchase and return the item within 28 days of purchase or as agreed with us. Returns are made at your own expense, unless they are faulty or there is a mistake with your order.
You must post them back to us at, Riaflex Ltd and contact us for our returns address. You must send off the products as soon as possible after telling us you wish to cancel the order. Please ensure the products are packaged adequately to prevent damage in transit. For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the products as we do not accept responsibility for lost items.
Once we receive your items, we will notify you via email and confirm that a refund has been issued. Refunds will be made within 5-10 working days.
Original postage costs will not be refunded, except in cases of manufacture errors- or mistakes in your order.
I’ve received the wrong product
We’re so sorry that a mistake has been made with your order. Mix ups can occasionally happen at point of dispatch.
Please contact us directly with your full name and order number so that we can rectify this for you as soon as possible.
I have changed my mind on my order
In line with distance selling & consumer regulations and your statutory rights, if you have simply changed your mind about your order, you can return it to us, providing you inform us of the decision within 14 days from date of purchase.
The item must be unopened, unused, and in original condition and returned to us within 28 days at your own expense. Refunds do not include original postage costs. You must contact us before returning an item.
contact@riaflex.co.uk or 01275 627885
I want to return an opened product
Unfortunately we are unable to offer returns on opened and used products unless they are faulty.
We regret that we cannot be held responsible if you or your pet has a reaction to our products, including but not limited to digestive upsets. Products are not returnable or refundable on that basis.
We offer samples on most products for you to check compatability first. If you or your pet has senstivities please contact us before placing an order.
Refunds
If you’re entitled to a refund, we’ll refund the price you paid for the products by the method you used for payment. However, we may make deductions from the price as described below.
Refund deductions
- We may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop
Refund time
- Your refund will be made within 5-10 working days from the day we receive the product(s) back or, if earlier, the day on which you provide us with evidence that you’ve sent the product(s) back to us
- In all other cases, your refund will be made within 14 days of you telling us you’ve changed your mind
Lost or Undelivered products
In the event of a lost or undelivered products you must contact Customer Care Team via email contact@riaflex.co.uk or telephone 01275 627885 within 28 days of your order confirmation email. Any orders reported as lost or undelivered after the given 28 day period will not be eligible for a refund or replacement.
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Our customer care team including in-house vets is happy to help every day of the week.
