Refund policy

We're committed to ensuring you're completely happy with your RIVI products! If for any reason you're not satisfied with your purchase, we're here to help.

All returns require pre-registration from our customer support team. Please contact us as soon as possible. The moment you notify us of your intention to return is what counts for timeline purposes.

Return Eligibility

To be eligible for a return, your items must meet these conditions:

  • Unopened and sealed. All products must remain in their original, unopened packaging. For hygiene and safety reasons, opened packaging or items removed from their sealed packaging cannot be returned and will be destroyed without refund.
  • Original packaging intact. All original packaging, labels, and accessories must remain attached exactly as they were when you received the item.
  • Free from damage. Unless the product arrived defective from us, it must be damage-free with no tears, punctures, or signs of tampering.
  • Pre-registration required. Do not send anything back without contacting us first. Please reach out to support@getrivi.com and let us know your intention to return.

Return Timeframe

All returns must be initiated within 30 days of receiving your order, regardless of region.

How to Initiate a Return

To start the process, email us at:

support@getrivi.com

Please include:

  • Your full name
  • Your order number
  • Your email address used for the order (for verification)
  • Reason for your return (optional, helps us improve our products)

Our customer support team will respond with return instructions and a return address specific to your region. Items sent to the wrong address cannot be processed.

Refund Process

Once we receive and inspect your returned items:

  • Refunds are processed to your original payment method within 7–10 business days of inspection.
  • You are responsible for return shipping costs unless the return is due to an error on our part.
  • If we shipped you the wrong item or a defective product, please contact us for assistance as soon as possible.

Defective, Damaged, or Incorrect Items

If your order arrived damaged, defective, or incorrect:

  • Contact us within 7 days of delivery at support@getrivi.com.
  • Provide clear photo or video evidence of the damaged or incorrect item.
  • Our customer support team will review your case individually.
  • Upon approval, we'll provide a prepaid return label and either send a replacement or process a full refund.

Note: Claims of defective products are reviewed on a case-by-case basis. Proof of defectiveness must be provided for our team to process your request.

Non-Returnable Items

The following items cannot be returned:

  • Opened or used products (for hygiene and safety reasons, these will be destroyed without refund)
  • Items marked as Final Sale or purchased with a discount code
  • Personalized or custom orders
  • Gift cards
  • Items that have been tampered with or show any signs of use
  • Items that do not meet the Return Eligibility conditions listed above

Exchanges

We do not offer direct exchanges. Instead, you can return your unopened items for a refund and place a new order.

For product-related concerns, contact our team at support@getrivi.com.

Cancellations

Orders can only be canceled within a limited timeframe. For cancellation details, please see our Cancellation Policy.

Questions?

For any return, refund, or exchange inquiries, reach out to us at support@getrivi.com. Our customer service team operates Monday to Friday, 9 AM – 6 PM EST.

We're here to help!

Last Updated: October 2025