Refund policy

This return and refund policy applies to all orders placed through the Rivnor online store.

1. Return Period

We offer a 14-day return period.
This means you have 14 days after receiving your order to request a return.

This return policy is in addition to any mandatory statutory cancellation rights, in particular for customers in the European Union.

2. Conditions for a Return

To be eligible for a return, the item must:

  • be in the same condition in which you received it
  • be unworn and unused
  • include all tags and, where possible, the original packaging
  • be returned together with proof of purchase (e.g. order confirmation or invoice)

Items that show signs of wear, soiling, damage or tampering may only be refunded partially or not at all.

3. How to Initiate a Return

To request a return, please contact us within the return period at:

📩 Email: support@rivnor.com

Please include the following information:

  • your full name
  • order number
  • items purchased
  • reason for return (optional, but helpful for us)

Once we have received and reviewed your request, you will receive from us:

  • a confirmation of whether the return is pre-approved
  • specific instructions for returning the item(s)
  • the correct return address, which may vary depending on country/region

🔁 Important: The return address will always be provided to you via email.
Please do not send any parcels back without our prior written return approval and without the return address provided by us. We are unfortunately unable to accept unannounced or incorrectly addressed returns.

4. Return Shipping Costs

Unless otherwise stated or required by law, the following principles apply:

  • Customers are generally responsible for the costs of return shipping.
  • We strongly recommend using tracked and insured shipping, as you are responsible for the parcel until it reaches us.

If an item is returned due to an error on our part (e.g. wrong item, severely damaged on arrival), we will review the case and may cover or reimburse the return shipping costs.

5. Exchanges

A direct exchange in the classic sense (item A automatically exchanged for item B) is currently not offered.

The usual process is:

  1. You return the original item in accordance with our return instructions.

  2. Once the refund has been confirmed and processed, you can place a new order for the desired item.

In certain cases, we may offer a size exchange or alternative solution as a gesture of goodwill.
Please contact us at:

📩 Email: support@rivnor.com

We will then review the options on a case-by-case basis.

6. Order Cancellations

We aim to process and prepare orders for shipping as quickly as possible.

  • As long as your order has not yet been packed or shipped, we can try to cancel or modify it.
  • Once the shipping process has started, cancellation is usually no longer possible.

If you notice an error in the delivery address, size or product variant, please contact us immediately at:

📩 Email: support@rivnor.com

If cancellation is no longer possible, you may return the goods after receipt in accordance with this return policy.

7. Damages, Defects and Incorrect Items

Please check your order immediately upon receipt.

Contact us as soon as possible if:

  • the item is defective
  • the item arrives damaged
  • you received the wrong item

In such cases, please email us at support@rivnor.com with:

  • your order number
  • a description of the issue
  • clear photos or videos of the item and the packaging

We will review the case as quickly as possible and, depending on the situation, offer:

  • a replacement delivery
  • a repair (if reasonable)
  • a partial or full refund
8. Items Excluded from Returns

Certain items are – where legally permissible – excluded from return. These may include in particular:

  • personalised or custom-made products
  • hygiene and personal care products where the seal has been opened
  • underwear, swimwear or similar items that cannot be returned for hygiene reasons
  • digital products (e.g. downloads), once delivery has started
  • items that, for health or hygiene reasons, are no longer suitable for return after opening

Discounted or promotional items may also be excluded from returns, if explicitly stated in the offer. In such cases, we will indicate this in the product description or during checkout.

Statutory warranty rights remain unaffected.

9. Statutory 14-Day Right of Withdrawal (EU)

If the goods are shipped to a country in the European Union, consumers may have a statutory 14-day right of withdrawal, independent of our voluntary return policy.

In this case:

  • The period is 14 days from the date on which you or a third party designated by you takes possession of the goods.
  • The item must be in the same condition as when received: unworn or unused, with tags and – where possible – in the original packaging.
  • Proof of purchase (e.g. order confirmation) is required.
  • The withdrawal is exercised by making a clear declaration (e.g. by email) to support@rivnor.com. Further details will be provided upon request.
10. Refunds

Once we have received and inspected your return, we will inform you by email whether your refund has been approved or fully/partially declined.

If approved:

  • the refund will be processed via the original payment method
  • the refund is usually initiated within up to 10 business days

Please note that the actual posting of the refund depends on your bank or credit card provider and may take additional time.

If more than 15 business days have passed since we confirmed your refund and you still have not received any credit, please contact us at:

📩 Email: support@rivnor.com

11. Contact

If you have any questions regarding returns, exchanges or refunds, you can contact us at any time:

Rivnor – Customer Support
📩 Email: support@rivnor.com

We aim to respond to inquiries within 48 business hours.