1. Information about us and how to contact us

1.1 Who we are. We are Riaflex Ltd a company registered in England and Wales. Our company registration number is 0793868 and our registered office is:

260 - 270 Butterfield, Great Marlings, Luton, Bedfordshire, LU2 8DL

Our registered VAT number is GB 133 4845 18

1.2 How to contact us. You can contact us by emailing us at contact@riaflex.co.uk or by telephoning us on 01275 627885.

1.3 How we may contact you. If we need to contact you we will do so by telephoning you or by writing to you via email or your postal address as provided to us in your order.

2. Placing an order

2.1 Choosing products. Choose the products you wish to purchase by browsing the website using the product categories or search facilities. You can easily edit or delete products from your shopping basket by clicking on the shopping basket icon in the top right of your screen. Delivery charges are calculated at the checkout. We use ‘cookies’ to keep track of what you have in your basket and to remember you when you return to our site. To shop with us you need to have agreed to all cookies and have them enabled. For more information on how we use cookies please read the ‘Cookies’ section of our policy.

2.2 Availability of stock. All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available.

2.3 Checkout process. Once you are happy with your selection proceed to the checkout where you will be required to provide your name, postal address, email address, daytime telephone number, delivery address (if different) and payment details over a secure server connection. Upon completion of the checkout you will receive an email confirmation of your order. If you have any queries regarding your order please contact our Customer Care Team by telephone on 01275 627885 or by email (contact@riaflex.co.uk).

2.3 Order errors. You can correct errors on your order up to the point in which you click on 'Confirm Order' during the ordering process. Once you place your order if you notice an error you should contact us (contact@riaflex.co.uk) straight away. If the order has been dispatched the customer will be responsible for any costs involved arising from their error.

2.4 Prices and VAT. The prices payable for goods that you order are as set out in our website. Where applicable all prices are inclusive of VAT at the current rates and are correct at the time of entering information.

Wherever it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, offer to sell you the goods of the specification and description at the price stated in the email and will state the period for which the offer or the price remains valid.

2.5 Payment terms. We will charge your credit card account for payment upon receipt of your order unless delivery cannot be fulfilled within 30 days. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from your account then we can cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.

3. Contract between us

3.1 Acceptance of order. We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your order brings into existence a legally binding contract between us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will call or email you to advise of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

4. Our Products

4.1 Products may vary from their pictures. The images of the products on our website are for illustrative purposes only. Your product may vary slightly from those images.

5.2 We reserves the right to amend the specification of the product if required to conform with any applicable safety, statutory or regulatory requirements, and which do not materially affect their quality or performance. For amendments of more significant nature, we will provide Customer with advance notice of any such significant changes and customers may at any time before the changes take effect cancel the order or subscription and receive a refund for any products paid for but not received.

5.3 Customer reviews. Our website may display customer reviews and ratings provided via Junip. Where such reviews are displayed using Junip's services or widgets, the content is provided directly by customers via Junip and is shown automatically. We do not edit, alter or amend the content of these reviews. The views expressed in customer reviews are those of the individual reviewers and do not necessarily reflect our views. We do not independently verify the accuracy of customer reviews and, to the extent permitted by law, accept no liability for such third party content.

6. Providing the product

6.1 Delivery Costs

1. Orders within the UK Mainland, Northern Ireland and Isle of Man: All orders placed within the UK Mainland, Isle of Man and Northern Ireland, and shipped to these areas qualify for FREE delivery if order total exceeds £55. For orders under £55 a £4.50 delivery charge will be applied. All subscription orders to these areas qualify for FREE delivery. We use a variety of delivery methods to ensure that the most efficient service is always used for your selection including Royal Mail Second Class, Royal Mail 48 Tracked and Parcelforce.
2. International orders (outside of the UK Mainland, Northern Ireland and Isle of Man): Due to changes in regulations as a result of Brexit we are currently not able to ship products to the EU. For international orders outside of the EU please contact us directly.

Please note that we are unable to refund any cost for postage that you may have paid unless we have sent you a product incorrectly, the product is deemed to be faulty or is subject to our ‘See the Difference Guarantee’.

6.2 When we will provide the products. We aim to dispatch all authorised orders within 5 working days. However, there may be circumstances beyond our control which delay delivery. Providing the product is in stock, we endeavour to dispatch all orders received by midday on the same day. We dispatch orders Monday to Friday and do not dispatch at weekends.

6.3 Delays. We are not responsible for delays outside of our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel the order and receive a refund for any products you have paid for but not received.

We cannot be held responsible for any delays caused by Royal Mail or our couriers. For items that do not move through the postal system we require 14 working days to allow the parcel to arrive after which point we will re dispatch if needed.

6.4 Delivery. We will deliver the goods to the address you specify for delivery in your order. We accept no liability if you provide an incorrect address. 

It is important that the address the customer provides is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions. 

6.5 International delivery charges. If ordering overseas we accept no responsibility for import/custom charges. It is your responsibility to ensure you are aware of what charges you will incure by your country. If for any reason customs rejects a parcel we will refund product costs but not shipping costs. 

6.6 Reporting a problem with delivery. If you need to dispute content of a delivery or report damage, this MUST be done within 48 hours of delivery being received. Packaging must be retained, including the dispatch invoice within the parcel. We will require photo evidence of both to open a case.

6.6 Lost or undelivered products. In the even of lost or undelivered products the customer must contact out customer care team by email (contact@riaflex.co.uk) or telephone (01275 627885) within 28 days of the order confirmation email. Any orders reported as lost or undelivered after the given 28 day period will not be eligible for  refund or replacement.

For more information please see our delivery and returns page.

6.6 Risk and ownership. Risk of damage to or loss of the goods passes to you at the time of delivery to you, or if you fail to take delivery at the agreed time, the time when we tried to deliver. You will only own the goods once they have been successfully delivered and when we have received cleared payment in full. Goods supplied are not for resale.

9. Cancellation rights

9.1 Cancelling an order. Your rights to cancel the order will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decided to return the product:

1. If what you have bought is faulty or mis-described you may have a legal right to cancel the order (or to get the product replaced or to get some or all of your money back). See clause 9.2;
2. If you want to return the product because of something we have done or have told you we are going to do, see clause 9.2.
3. If you have just changed your mind about the product, see clause 9.2. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any product.
4. In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 10.

9.2 Cancelling because we have done something wrong. If you are cancelling the order for a reason set out at (1) to (3) below we will refund you in full for any products which have not been provided. The reasons are:

1. we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed; or
2. there is a risk that supply of the products may be significantly delayed because of events outside our control; or
3. you have a legal right to cancel the order because of something we have done wrong.

9.3 Exercising your right to change your mind. Under the Distance Selling Regulations you have the legal right to cancel your order within 14 days of receipt of your goods. If you are not completely satisfied with your purchase please contact us (contact@riaflex.co.uk).

9.4 6 week money back guarantee. Please note that our ‘6 week money back guarantee’ is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out in this clause 9.4. Our Joint Plus Pro and Joint Plus HA 200 and 400g sizes are backed by our ‘6 week money back guarantee’ when purchased online with us. If you try a supplement product for 6 weeks and don’t see the difference, we’ll give you your money back.

Why do we offer a money back guarantee? Riaflex began because we wanted to provide the very best joint care range, something founder Kate, was unable to find 20 years ago. We work really hard to use the best ingredients at the highest levels to formulate the very best joint supplements. Our range is perfected through 20 years of experience and expertise and the positive feedback we have received from thousands of pet owners shows how much of a difference we can make. In fact we’re so confident at the difference we can make that we offer the 6 week money back guarantee. See the difference in 6 weeks or your money back.

Here’s how it works:

1. Give us a ring on 01275 627885 to talk through what’s happening.
2. We’ll make sure you’ve got the right product for your pet, and double check that you’re OK with the feeding guidelines.
3. Though most products show results in as little as 4 weeks, please allow 6 weeks.
4. See results or get your money back in full.

Let’s talk it through

If you’re not 100% happy after talking it through and trying an alternative if we suggest it, we’ll get a refund sorted as quickly as possible.

How to get your money back

If you’ve tried a supplement product for at least 6 weeks (42 days), talked it through with us, and still haven’t seen a difference, we’re really sorry.

You’ll need to return the supplement product within 8 weeks from the delivery by following our returns procedure– with your proof of purchase and any unused  supplement products or the empty containers, and we’ll refund the purchase price.

This goodwill guarantee does not affect your legal rights in relation to faulty or mis-described products.

9.5 When you do not have the right to change your mind. Your right to change your mind does not apply in respect of products where you have changed your mind after the 14 day cooling off period.

We do not accept liability for any side effects that you may encounter with the products and products are NOT returnable on this basis. 

9.6 How long do you have to change your minds. You have 14 days after the day you (or someone you nominate) receives the delivery to cancel your order. You then have 14 days to return the product to us.

10 How to cancel the order with us (including changing your mind)

10.1 Tell us you want to cancel the order. To cancel the order please let us know by telephone (01275 627885) or email (contact@riaflex.co.uk)

10.2 Returning a product after changing your mind. Once we have confirmed you are eligible for a return the item or items must be returned to us in their original perfect condition within 28 days of receipt ensuring you meet returns criteria listed in returns section.

• Please notify us before you make any returns.
• Please include proof of purchase in your returns parcel.
• Please ensure you have appropriate cover for the value of your order as we do not accept liability for returns.

When returning items that are not faulty it is the responsibility of the customer to insure their return. We take no liability for returns lost in the post.

We recommend returning items via tracked Royal Mail. If a refund is due, no refund will be made until we have received the item back in stock. Where a returned item is disputed as not received, it is the customers responsibility to make a claim with their delivery provider for the loss. If an item arrives back damaged and not in re sellable condition, no refund will be made, and it is the customers responsibility to make a claim against the delivery provider they used.

If items are returned and the value of the remaining order falls below our free delivery threshold, the standard delivery charge will be deducted from the refund.

10.3 When we will pay the costs of a return. We will pay the costs of a return if the items are faulty or mis-described.

In all other circumstances you will be expected to pay for the cost of the return.

10.4 Faulty item claims. If you believe an item is faulty it must be returned to us for inspection in order for us to assess the complaint. We will not accept a customers claim without the product being available for inspection. Replacement product or refunds can not be issued without return of the original item. Disputed faulty items must be returned at your cost. If on inspection the claim is upheld then return postage will be refunded. For obvious faults, we will provide a returns label.

11. Returns & Exchange procedure

You can return the products:

• If you notify us within 14 days that they are unwanted

• If they are faulty or mis-described.
• If you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so for something we have done wrong

Returns Eligibility: All products

• All products MUST be in as-new, undamaged condition, with label attached and in the original packaging, to receive a full refund.
• All products MUST be returned within 28 days of receiving your purchase.
• Items returned to us without notification will NOT be eligible for a refund or exchange.
• We will NOT accept returns on any products that are not as-new. This includes but is not limited to damage, hair & smells.
• Faulty items MUST be returned for inspection before replacement or refunds can be considered.
• Should returns arrive damaged by the postal service and not in a re sellable condition, no refund will be made and it is the customers responsibility to claim off the postal service they used.

11.1 When will your refund be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

1. Your refund will be made within 5-10 working days from the day on which we receive the product(s) back from you or, if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us. For information about how to return a product to us, see clause 11.
2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

12 Price and payment

12.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However we reserve the right to vary our prices from time to time.

12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel the order, refund you any sums you have paid and require the return of any products provided to you.

12.4 When you must pay and how you must pay. We accept payment with the following credit and debit cards: Visa, MasterCard and American Express, and other payment methods such as Google Pay. You must pay for the products before we dispatch them but we will not charge your credit or debit card until we dispatch the products to you. 

13 Subscriptions

13.1 Subscriptions are a service offered by Riaflex. We reserve the right to vary the prices from time to time. We reserve the right to change the repeat order benefits, the discount amount and free delivery offer at any time. Subscription products will ship automatically based on the frequency you select until you cancel. By placing your order you are authorising us to charge your card for future orders at the frequency you have selected. You can change the frequency or cancel your subscriptions at any time by logging into your account.

13.2 Subscription delivery, cancellations and returns. 

1. Free delivery is available on all subscription orders, regardless of the order value.
2. If any subscription product is not available on the day it is scheduled to be dispatched, we will notify you of the delay and will attempt to fulfil the order within 2 weeks. If the product does not become available during that 2 week period, we will notify you that the order has been cancelled and we will attempt to send the next order on schedule.
3. If any subscription products are no longer available, we will automatically suspend your subscription for that product and advise you of this, and no additional orders associated with that subscription will be placed. If any suitable replacement exists, you will need to create a new  subscription order for that product.
4. If any problems arise with your delivery address, your account, or payment method, that we are unable to address, we will notify you via e-mail using the e-mail address associated with your subscription. In such cases, your subscription will be automatically placed on hold and no additional orders will be processed or dispatched until you resolve the problem and reactivate your subscription.
5. All subscription returns are made under our normal returns policy.

13.3 Subscription Termination 

1. We may terminate your subscription at our discretion without notice. If we do so you will only be charged for orders that have been dispatched to you.
2. You can cancel your subscription at anytime. To avoid being billed for the following subscription period you need to cancel your subscription 24 hours prior to your subscription renewal date. If you do not cancel at least 24 hours prior to your renewal date, your subscription will be automatically renewed and we will charge your account using the payment method on your account.

14. How we may use your personal information

14.1 How we will use your personal information. We will use the personal information you provide to us:

1. to supply the products to you;
2. to process your payment for the products; and
3. if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

14.2 We will only give your personal information to third parties where the law either requires or allows us to do so.

15 We may transfer this agreement to someone else. 

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your statutory rights. If you are unhappy with the transfer you may contact us cancel the order within 14 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.

16. Exclusion of liability

Any disclaimers and exclusions of liability in these terms and conditions shall not apply to any damages arising from death or personal injury caused by our negligence. These disclaimers and exclusions shall be governed by and construed in accordance with English law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

17. Changes to legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

18. Law, Jurisdiction and Language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

19. Contact

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to our data protection representative Kate Williams – email: contact@riaflex.co.uk, telephone: +01275 627885.