Returns & Refund
At Rivaa, we strive to ensure that as a customer, you have the best experience when choosing and buying your favorite Indian ethnic wear. Despite our efforts to meet the needs of our customers, there may be times when you feel the need to return a product due to circumstances beyond our control.
We've listed everything about our cancellation and refund policy below, so if you decide to cancel your order or request a refund, you won't face any problems.
CANCELLATION BEFORE SHIPMENT
Can I cancel my order if I change my mind after placing the order?
Yes, you can only cancel your order if you have done so within 24 hours of placing the order. We will refund 100% of your money in the form of store credit or if the customer requests a refund to a bank account, card or any other way we received payment for the order, then 10% will be deducted as a payment gateway processing and administration fee. A confirmation email will be sent to you for the same.
What happens if I cancel my order after 24 hours?
Well, we have a provision for that, but keep in mind - orders canceled after 24 hours of confirmation are handled by our customer service on a case-by-case basis, depending on process completion from our end.
We will refund for such orders only in the form of store credit. This store credit can be redeemed on our website within a specified issuance period.
If your order is already in process (such as customization or shipment has been generated) we will not be able to cancel the order.
Can there be a delay in order processing due to "unforeseen circumstances"?
We do our best to ensure that your ordered products arrive on time, but sometimes there is a risk of processing delays due to unavailability of stock or other unavoidable circumstances. In this case, we will send an official email requesting the following:
Accept an equivalent value store credit that you can use to purchase another alternative product from our store.
Opt for a refund. (For more information on refunds, click here)
What if I can't find any alternative product?
In such cases, we guarantee that a full refund (including product and shipping costs) will be issued promptly without any deductions. We also offer compensation in the form of a store credit or a discount coupon, depending on the value of the order and communication delays.
If I failed or missed to add some critical details while placing the order, is it possible to update it?
No problem. In such cases you may have forgotten to add a complete shipping address or wrong measurements or any other basic requirements, you can contact our customer support or email us regarding the updates required within 24 hours of placing your order.
As a policy, if we find something missing from the customer’s end, we try to contact our valued customers through their registered email addresses. If there is no answer, we try to call them in some cases. If we do not receive a response within 7 days, we will provide in-store non-refundable store credit that customers can use to place future orders with us. We will also send updates by email.
Remember that we try to keep our customers informed at every step of their ordering process with us.
RETURN AFTER DELIVERY
I have received the order, but have some issues. Can I return the ordered items?
Yes, you can. At Rivaa, we believe in connecting our family with happy customers. We take strict steps to provide the finest fashion to our customers around the world in the best possible way, but there is always the possibility that:
Items/products may get damaged during shipping transportation.
A manufacturing defect that was not noticed during packaging is possible.
The wrong item was sent to you by mistake.
How soon do I need to contact you?
Please contact us within 48 hours of receiving your order to report any claims regarding the product received as damaged, manufacturing defect, or any other problems.
Under what circumstances would you not accept a return?
Please note that any product purchased from our website will not be returned under our return policy unless it is a manufacturing defect or the wrong item has been shipped to you by mistake. We do not accept returns if the item was shipped to us after 7 days of receiving the shipment, so be sure to report the problem to us and ship the item back as soon as possible after we accept your return request.
Please Note: Do not ship items until you have received a return confirmation email from us because we will not be able to process such requests.
What are the steps for returning an item ordered from Rivaa?
- Informing Rivaa
If you have any complaints about the product you received, please let us know within 48 hours of receiving the product.
- Wait for the confirmation email from Rivaa
You will receive a confirmation from us after confirming the return authorization within 2-3 business days. Please do not ship the products until you receive this email from us. We will not be able to process "Product Returned" without a return authorization confirmation from us.
Please Note. If necessary, we will request a digital photograph of the item for our internal review so that we can process your request.
SHIPPING THE PRODUCTS BACK
When you are shipping back the items to us:
- As advised in our return confirmation email, please only return your package via Registered Local Postal Service with tracking system and no insurance.
- Make sure to retain all packing materials with the product. When making a return, you must have the original packaging.
- Do not forget to mark the packaging as "Defective Items for Returns" and "not for sale"
Product receipt and inspection at the Rivaa Warehouse
As per our policy, our staff will inspect the products on return and will identify any defects/variations according to your indications.
Solutions offered upon receipt of returned items
After checking the returned items, our customer service team will provide corrective solutions on a case-by-case basis:
- Choose another alternative ethnic wear as an equivalent substitute.
- Store credit that can be used later for shopping at Rivaa.
- Process refund as decided on case to case basis.
What options do I have in case of error by Rivaa?
We will properly acknowledge the problem and you can always decide to proceed with:
- Product replacement
- Store credits
- Refund of order value
What will be the return/store credit value if I choose the same?
- 100% of the value of the goods will be ensured, including shipping and customization costs (if applicable).
- In any case, the refund will not exceed the amount paid by you.
Do I have to pay the courier charges to return the item back to Rivaa?
If we make a mistake despite our best efforts, additional shipping costs incurred in returning the product will be refunded. In all other cases, you are responsible for shipping and other costs.
How long does it take for returned items to arrive back at Rivaa?
International shipments usually take 8-10 days in transit if done via postal service. For shipment return in India, it takes 3-4 days if shipped via reputed courier service. The exact delivery time depends on the type of product and its location.
MORE ABOUT REFUNDS
Are there any special points to be aware of for the refund process?
Refunds will be initiated within 6-7 business days if you choose this option, which will be refunded in accordance with your bank/credit card policies.
Is there a reason for the bank/credit card delay?
- For debit/credit card transactions, the refund process depends solely on the service provider.
- For customers who transact through nationalized banks, expect a short processing delay as they tend to have longer delivery/lead times.
- For Indian customers, please note that usually banks only send SMS to customers for transactions over INR 5,000. If the refund is less than INR 5,000, please make sure to check your bank or credit card account statement.
- If you have used store credit or promo/coupon code to place your order, the refund will be issued in the same form. In this case, cash refund is not possible in accordance with governing laws.
In case you have any issues or concerns, please reach out to us via Live Chat or visit the Rivaaeshop.com Customer Support.