At Rivnor, we strive to ensure your satisfaction with every purchase. Should there be an issue with your product or it doesn't meet your expectations, our exchange, return, and refund policy follows best practices in consumer protection.
1. RETURN OR EXCHANGE PERIOD
Right of withdrawal or cancellation: You have up to 7 calendar days from receipt of the product to request a return.
Standard Time Limit: Returns or exchanges can be requested within 14 calendar days of receiving the product, provided all conditions of this policy are met.
2. CONDITIONS OF ACCEPTANCE
For a return or exchange to be accepted:
The product must be in perfect condition , without signs of use, damage or alterations.
The original packaging and seals must be intact, including all accessories, manuals, and included items.
Clear photos and/or videos may be requested to confirm product condition, packaging, and shipping label.
An invoice or proof of purchase must be presented.
3. EXCLUDED ITEMS
Returns or exchanges are not possible for:
Products purchased as part of promotions or sales.
Custom-made or personalized items.
Gifts or promotional items.
Products with small deviations of up to 3 cm according to the size chart available on the website.
Products with slight color or surface variations due to lighting or production batches.
4. MANUFACTURING DEFECTS
Products with defects must be reported within 7 calendar days of receipt, including clear photos or videos.
After verification, Rivnor may:
Send a replacement product ,
Grant credit for future purchases, or
Issue a refund .
Exchanges are not accepted for:
Wear and tear due to improper use or washing;
Damage caused by the customer;
Incorrect washing of textile products.
5. REFUSAL OF ACCEPTANCE UPON DELIVERY
It is recommended to immediately refuse acceptance of the product if:
Items missing from package;
The product was lost or delivered incorrectly;
The packaging is damaged or dented;
The product does not correspond to the order.
In case of refusal of acceptance, please contact us immediately by email: support@rivnor.com so we can arrange a solution.
6. RETURN PROCEDURE
All return, exchange or refund requests must be sent via email to support@rivnor.com be sent.
Once we receive your request, you will receive detailed instructions regarding packaging, shipping and tracking.
Exchanges and refunds may take up to 30 calendar days to process.
7. SHIPPING COSTS
The customer bears the shipping costs in case of cancellation, revocation or incorrect size selection.
In case of defective products, Rivnor will cover the shipping costs.
8. REVIEW AND APPROVAL
All returned products will be inspected, which may take up to 30 business days after receipt.
Rivnor reserves the right to refuse returns that do not fully comply with the terms of this policy.
9. REFUNDS
The refund will be processed using the original payment method and may take up to 30 calendar days to appear in your account, depending on the payment provider.
Exchanges may take up to 30 calendar days to process and complete.
In case of return due to cancellation, the customer bears the shipping costs.
10. SIZE DEVIATIONS
Before purchasing, customers should check the size chart available on the website.
Exchanges due to incorrect size selection will only be accepted if the new shipping costs and any additional fees are covered.
11. RESPONSE TIME
All inquiries must be sent via email .
Response time is up to 48 hours on working days .
12. CHANGES
Rivnor may modify this policy at any time; the version in effect at the time of purchase will prevail.
