Terms & Conditions

1. About Juvela

1.1. We operate this website shop.juvela.co.uk under Hero UK Ltd (trading as Juvela), hereafter referred to as “we” and “us”.
1.2. We specialise in gluten free products for those with Coeliac Disease. This does not guarantee there are no allergens if you have other allergies outside of gluten. See 4.1;4.2.
1.3. These terms and conditions were last updated in June 2020.
1.4. If you use or order our products, you will be bound by the current version of these terms and conditions at the time of order.

2. Our Liability

2.1. If we fail to comply with any of these terms and conditions, we will only be liable for the purchase price of the items.
2.2. If any of these terms are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
2.3. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).

3. About You

By placing an order with us you are agreeing that

3.1. You are at least 18 years old
3.2. You are a resident of the United Kingdom and are accessing this website in the United Kingdom
3.3. You are legally capable of entering into binding contracts
4. About Our Products
4.1. All our products are gluten free. The majority of products are made with Codex Wheat Starch therefore contain Wheat.
4.2. All product packaging shows allergen information in BOLD. It is your responsibility to check suitability for any special diets to avoid any allergic reaction.
4.3. Always contact your doctor directly if you are unsure about product ingredients and your allergies.
4.4. Product descriptions, photographs and pack sizes are for information and general advice purposes.
4.5. We cannot guarantee exact performance of recipes, product weight and packaging sizes.
4.6. You must not use the products beyond their Use By dates, and we will not be held accountable for any consequence if you do.


5. Cookie Policy

5.1. Please see Cookie Policy on juvela.co.uk


6. Privacy Policy

6.1. Please see Privacy Policy on juvela.co.uk


7. Refunds

7.1. The Distance Selling Regulations 2000 do not apply to perishable goods, and therefore we cannot accept returns or issue refunds for products, unless the product is damaged or faulty.
7.2. If the product is damaged, faulty or unsatisfactory, you must notify us within 5 working days. We will replace or refund (fully or partially), or offer credit at our discretion on a case by case basis. Contact info@juvela.co.uk or call 0800 783 1992 to register a complaint.
7.3. We cannot accept liability for any damaged that may occur to the box after delivery. This includes any physical damage, water or cold damage, theft or any other damage, as a result of being left in a safe place or with a person at the address.


8. Cancellations

8.1. For your first order, you may only cancel by contacting info@juvela.co.uk or call 0800 783 1992. We will only cancel your order if it has not yet been processed for packing and dispatch.
8.2. For subscriptions where the order is not your first delivery, you must cancel before the payment for the order is taken out. The date of your next payment is found in your subscription management page. A link to this page can be found on the email your received when you first placed your order. Alternatively contact us at info@juvela.co.uk or call 0800 783 1992


9. Substitutions

9.1. In the event that a product within your customised box is not in stock, we may offer a reasonable substitute.


10. Payment

10.1. Payment is taken via a third party. For security, we do not hold your information.
10.2. For subscriptions, payment details are kept by our third party payment / subscription processor.
10.3. For telephone orders, we do not hold any of your payment details and will pass them to the third party payment / subscription processor securely.


11. Subscriptions

11.1. By subscribing, you will be asked to set a frequency and a payment date. This will determine when your regular payments are taken.
11.2. You may cancel at any time. However, you can only cancel your next order before payment for that order is taken out.
11.3. We will notify you if you will be affected by any future subscription box price changes, allowing you to change or cancel your subscription.
11.4. We may cancel your subscription at our discretion. For example, in cases of suspected fraud.
11.5. You may set up a subscription via telephone. See 10.3. To amend your subscription in the future you may call us again. You will need to provide enough personal information to identify yourself, such as name and address.


12. Delivery

12.1. We aim to dispatch within 3 working days. Delivery windows stated on the website or email are an indication, but not a guarantee.
12.2. Our website is only intended for use by residents of the United Kingdom, and therefore cannot accept orders from individual outside these regions.
12.3. We may choose to decline (at our discretion) orders from regions in the UK that cannot be reached by our courier methods, such as the Scottish highlands and Island.
12.4. Delivery will be completed by our authorised courier company, who will deliver the products to the address you supply. If no one is available at your address, our authorised courier company will follow the delivery instructions provided by you. The order may need to be re-delivered or held at a local brand if a delivery fails.
12.5. If delivery fails multiple times, the item is sent back to Juvela. We will refund you the price of the product less any delivery and return costs.
12.6. We cannot guarantee a safe location option is available by the courier.
12.7. The courier company may wish to use the telephone number provided to us with the order to contact you via SMS or phone call with updates about your order. The telephone number may also be printed on the delivery label.
12.8. The delivery is considered fulfilled once the courier delivers the box to a safe place or to a recipient at the address.
12.9. Once delivery is complete, the risk or any damage or loss of the box is with the customer. See 7.3.