Refund policy

RETURN & EXCHANGE POLICY
Last Updated: [Insert Date Before Publishing]



1. Our Commitment to Quality

At RIVA, we take great pride in the quality and craftsmanship of every product we offer. Every order is carefully inspected before shipment to ensure it meets our standards. Because of our limited inventory and the nature of our products, we maintain a strict policy regarding returns and exchanges.



We ask that you read this policy carefully and in its entirety before completing your purchase. By placing an order on wearriva.com, you acknowledge and agree to the terms outlined in this policy.



2. Policy Disclosure — DACO Notice

In accordance with the policies and consumer protection guidelines of the Puerto Rico Department of Consumer Affairs (DACO) and applicable local commercial regulations, RIVA's return and exchange policy is clearly disclosed prior to purchase. Customers purchasing from Puerto Rico are advised that merchants are required to clearly communicate their return policies. By completing a purchase on wearriva.com, you confirm that you have read and understood this policy.



3. We Do Not Accept Returns or Exchanges For

RIVA does not accept returns or exchanges in the following circumstances:

  • Change of mind or buyer's remorse
  • Incorrect size selected by the customer — customers are responsible for reviewing the RIVA Size Guide available on the product page prior to purchasing
  • Personal preference regarding fit, style, or color
  • Items that have been worn, washed, altered, or dry-cleaned
  • Items with odors, stains, or signs of use
  • Items that have been damaged by the customer through improper care, handling, or use
  • Items with missing, removed, or altered original tags and packaging
  • Items purchased during promotional sales, clearance events, or marked as Final Sale
  • Gift cards and store credit



4. Eligible Claims — When We Will Help

RIVA will review and address claims only in the following circumstances:

  • The product arrives with a verifiable manufacturing defect
  • The customer receives an incorrect product (wrong item, wrong color, or wrong size from what was ordered)
  • An error attributable directly to RIVA has occurred during fulfillment



All claims are subject to RIVA's review and verification. Approval is not automatic.



5. How to Submit a Claim

If you believe your situation qualifies under Section 4 above, you must:

  1. Contact RIVA at info@wearriva.com within 7 calendar days of the delivery date as confirmed by the carrier tracking system
  2. Include your order number in the subject line
  3. Provide clear photographs of the product as received, including any defects or incorrect items
  4. Provide photographs of the original packaging
  5. Include a written description of the issue



Claims submitted after 7 calendar days from the delivery date will not be eligible for review, regardless of the nature of the issue.



6. Review Process

Upon receipt of your claim, RIVA will review all submitted evidence and respond within 3 to 5 business days. RIVA reserves the right to:

  • Approve or deny any claim based on the evidence submitted
  • Request additional photographs or information
  • Determine the appropriate resolution, which may include a replacement, store credit, or refund



Submission of a claim does not guarantee approval. RIVA's decision, made in good faith based on the evidence provided, shall be considered final.



7. Resolutions — If Your Claim is Approved

If your claim is approved, RIVA may offer one of the following resolutions:

  • Replacement of the item, subject to availability

  • Store credit for the value of the item

  • Refund to the original payment method (see Refund Policy for details)



Due to our limited inventory, RIVA cannot guarantee that a replacement of the exact same product, size, or color will be available at the time your claim is resolved. RIVA will work with you to find the most appropriate resolution.



8. Items Must Be Unused and in Original Condition

If a return is authorized by RIVA, the item must be returned in its original, unworn, unwashed, unaltered condition with all original tags attached and in original packaging. Items that do not meet these requirements upon receipt will not be processed and may be returned to the customer at their expense.



9. Contact Us — Return & Exchange Inquiries

Email: info@wearriva.com

Please include your order number and a brief description of your concern in all communications.

 

REFUND POLICY

Last Updated: [Insert Date Before Publishing]

 

1. General Refund Policy

RIVA is committed to standing behind the quality of every product we sell. At the same time, we maintain a clearly defined refund policy to protect the integrity of our brand, our inventory, and our customers. Please read this policy in full before completing your purchase.



2. Refunds Are Not Available For

RIVA does not issue refunds in the following cases:

  • Change of mind or buyer's remorse
  • Incorrect size selected by the customer
  • Personal preference regarding fit, feel, style, or color
  • Items purchased during promotional events, clearance sales, or marked as Final Sale
  • Gift cards
  • Shipping costs, except in cases where the error is attributable solely to RIVA



3. Refunds Are Available Only When

A refund may be issued only after RIVA has reviewed and confirmed one of the following:

  • The product has a verifiable manufacturing defect
  • The customer received the incorrect product due to a fulfillment error by RIVA
  • An error directly attributable to RIVA has been confirmed upon investigation



Refunds are not issued automatically upon request. All refund claims are subject to the review process outlined in the Return & Exchange Policy.



4. How to Request a Refund

To initiate a refund request, please follow the steps outlined in Section 5 of the Return & Exchange Policy. Contact RIVA at info@wearriva.com within 7 calendar days of delivery with your order number, photographs, and a written description of the issue.



5. Refund Processing

If your refund is approved, it will be processed as follows:

  • Refunds will be issued to the original payment method used at the time of purchase
  • Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or payment processor
  • RIVA processes approved refunds within 7 business days of approval confirmation
  • Credit card refunds may take additional time to appear depending on your financial institution — this is outside of RIVA's control



6. Partial Refunds

In certain circumstances, RIVA may issue a partial refund rather than a full refund. This may occur when:

  • Only a portion of an order is affected by a defect or error
  • An order was returned and only partially received in acceptable condition
  • A return-to-sender scenario occurs due to an incorrect address provided by the customer (original shipping costs and any return fees will be deducted)

7. Shipping Costs Are Non-Refundable

Shipping costs paid at checkout are non-refundable, except in cases where RIVA is directly at fault for the error that resulted in the return or refund. If RIVA made an error resulting in the need to return an item, RIVA will cover return shipping costs and refund the original shipping charge.



8. Final Sale Items

Items marked as Final Sale, purchased during promotional or clearance events, or discounted items specifically designated as non-refundable at the time of purchase are not eligible for returns, exchanges, or refunds under any circumstances other than a verifiable manufacturing defect confirmed by RIVA.



9. Fraudulent Claims

RIVA reserves the right to deny refund claims that are determined to be fraudulent, inconsistent, or in bad faith. RIVA may also refuse future transactions from customers who have submitted fraudulent claims. Suspected fraud may be reported to the appropriate authorities.



10. Contact Us — Refund Inquiries

Email: info@wearriva.com

Please include your order number in all refund-related communications.