To return a product, please contact our customer care via email or chat support. Kindly record the unboxing in one continuous video, starting from the package opening. If any issue is found, share the video with our team. Upon verification, we will process an exchange for you.

Please note that COD (Cash on Delivery), shipping, and packaging charges are non-refundable. These are considered service-based fees that are applicable with every order, regardless of whether the product is returned or not. While we do not charge any shipping fees initially from customers at the time of placing the order, if a product is returned and a refund is requested, the actual shipping costs incurred during delivery and return will be deducted from the refund amount. This means both the cost of sending the product to the customer and bringing it back to us will be charged. These charges cover logistics, handling, and processing services that are already utilized, and therefore, cannot be reversed. We appreciate your understanding and cooperation in this matter.

If it’s been 24–48 hours since your returned product was picked up by our courier partner and you still don’t see your refund reflected as TSS Money in your account, don’t worry—we’re here to help. Sometimes delays happen, but we’ll make sure everything gets sorted. Just drop us an email at support@rivenrio.com with your order details, and our support team will look into it right away. Your satisfaction is important to us, and we’ll do our best to resolve the issue as quickly as possible.

Once your returned product has been picked up from your location, we’ll get your exchange item ready and ship it from our warehouse. For most metro cities in India, delivery usually takes 1 to 4 business days after dispatch. For other areas, it might take a bit longer—typically around 4 to 7 business days. Please note that delivery timelines can vary depending on factors like your shipping address, public holidays, strikes, or unexpected weather conditions. We’ll share tracking details as soon as your order is on its way, so you can stay updated every step of the journey. Thank you for your patience—we promise it’ll be worth the wait!

Once you’ve submitted a return request, sit tight—someone from our courier partner’s team will come to your address to pick up the product within 3 business days. You don’t need to do anything else in the meantime. As soon as the pickup is done, we’ll initiate your refund in your preferred payment mode within 24 to 48 hours. After it’s been initiated, the refund may take up to 7 business days to reflect in your account, depending on your bank or payment provider. We’ll keep you updated every step of the way, so you’re never left guessing. Thanks for your patience—it’s in motion!

To return a product, please make sure to record a clear unboxing video. Start the video before opening the package, and ensure the camera remains on throughout the unboxing process. If you find any damage or issues with the product, show them clearly in the video—this is essential for us to accept the return. Once the video is recorded, share it with us through our chat system. Our customer support team will then review the video and guide you through the next steps based on the condition of the product. This process ensures transparency and helps us resolve your issue quickly and fairly. Please note that returns without a proper unboxing video showing the damage will not be accepted. Always keep the original packaging and invoice safe until the process is completed. For further assistance, our support team is always available via chat.

No, the refund will be limited to the amount you actually paid at the time of purchase. Discounts or offers applied during checkout will not be included in the refunded amount.

We do not charge any fees for order cancellations. You are free to cancel your order at any time before it is shipped without incurring any charges. However, if you have placed an order using the Cash on Delivery (COD) option and then refuse to accept the product upon delivery, it causes unnecessary losses and logistical issues. In such cases, if the product has already reached your location and is returned to our warehouse due to refusal or non-acceptance, we will take strict action. Your account will be permanently terminated, and you will be restricted from creating new accounts or placing future orders from the same device. We implement this policy to prevent misuse of the COD service and to maintain a fair experience for all customers. We request all users to cancel unwanted orders on time or accept them responsibly once shipped.

📢 CUSTOMER NOTICE – RETURN, EXCHANGE & REFUND POLICY

At RivenRio, we take great pride in ensuring quality and customer satisfaction. However, if you're not fully satisfied with your order or have received an incorrect or defective item, we’re here to help. Please read this notice carefully before requesting a return or refund.

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✅ Eligibility for Returns

You can request a return only if your case falls under one of the following:

You received the wrong item

The product is damaged or defective

You have a size or fitting issue (apparel only, subject to availability)

To qualify for a return:

Items must be unused, unwashed, and in original condition

All tags, labels, and packaging must be intact

The return request must be raised within 7 days of delivery

Final sale, clearance, or non-returnable items are not eligible

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📹 Unboxing Video is Mandatory

Before opening your product, start your camera and record the unboxing video without pausing or cutting. If the product is damaged or incorrect, show the issue clearly in the video.

This video is essential. Returns without a proper, continuous unboxing video showing the issue will not be accepted.

Please share the video with our chat support, and our team will verify the claim and assist you with the return steps. Keep the original invoice and packaging safe until your issue is resolved.

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📬 How to Initiate a Return

To begin the return process:

Email us at: support@RivenRio.com

or

Log in to your account and use the “Return Request” option.

Include the following:

Your Order Number

Reason for the return

Clear photos of the item (along with your unboxing video if applicable)

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🚚 Return Shipping Guidelines

If the product is damaged or incorrect, return shipping is free of charge.

For size-related exchanges or voluntary returns, the customer bears the shipping cost.

You may be asked to use a courier service recommended by us to ensure safe handling.

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💵 Refund Policy

Once we receive and inspect your return, we’ll notify you about the approval or rejection of your refund.

If approved, the refund will be processed as follows:

Online Payments: Refunded to your original payment method within 7–10 business days

Cash on Delivery (COD) Orders: Refunded via bank transfer or UPI

In-store Purchases: You may receive store credit or an exchange, depending on store policy

Please note: Shipping charges are non-refundable.

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🔁 Exchange Policy

We offer exchanges for apparel with size or fitting issues, provided the item is in stock.

To request an exchange:

Follow the same return process mentioned above

Clearly mention “Exchange” as your reason

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❌ Non-Returnable Items

To maintain hygiene and product safety, we do not accept returns or exchanges for:

Innerwear, lingerie, swimwear

Custom-made or altered garments

T-shirt combos  and buy one get one free items are non-refundable.

Items marked as “final sale” or “non-returnable”

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🕒 Late or Missing Refunds

If your refund seems delayed:

1.⁠ ⁠Check your payment account or transaction history

2.⁠ ⁠Contact your bank or card provider — processing may vary

3.⁠ ⁠If you're still concerned, email us at support@RivenRio.com

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👥 We’re Here to Help

Our support team is always available to assist you. Whether it’s about eligibility, sharing your unboxing video, or tracking your refund, we’re committed to making your experience fair and transparent.

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Thank you for choosing RivenRio.

We appreciate your understanding and cooperation in following these policies for a smoother return and refund experience.

Once your order is placed, you will receive regular updates via the email address used to create your account. These updates will include confirmation, shipping details, and tracking information, so you can follow your product’s journey every step of the way. Please make sure to check your inbox and spam folder to stay informed. If you need any additional information beyond what's provided in the emails, feel free to reach out to our customer support team through the chat box on our website. Our team is available and ready to assist you with any queries you may have regarding your order status, delivery timeline, or tracking issues. We’re here to ensure your experience is smooth and worry-free from start to finish.