We handle every order with care, so that you can feel at ease when making your selection. If you need to request a return, the returned item must be kept in its original condition. The policy below explains the return process for our decorative products.
Return Period
Return requests must be submitted within 30 days from the date the order was delivered.
Return Eligibility Requirements
Given that our products are ceramic items, returned merchandise must meet the following conditions:
- Ceramic ornaments must retain their original shape, with all decorative parts intact.
- Wind chimes must have no scratches, broken pieces, or chipped edges.
- Wall decorations and vases must have no cracks, dents, or signs of use.
Returned items must be sent back in their original protective packaging to prevent damage during transit.
A valid proof of purchase (such as an order confirmation email or order number) is required for the return.
Return Shipping Responsibility
If the return is due to an issue on our part (e.g., wrong item sent, incorrect style/color, manufacturing defect, or damage upon arrival), all return shipping costs will be covered by us.
If the return is for personal reasons (e.g., change of mind, personal preference, or no longer needed), the return shipping cost will be the customer’s responsibility.
Non-Returnable Items
- Items that have passed the 30-day return period.
- Items damaged due to improper handling (e.g., chips, cracks, scratches, or impact marks).
- Items that show signs of use.
- Items damaged during return shipping due to inadequate packaging.
Return Process
Send an email to support@rivacraft.com with your order number, the name of the item you wish to return, and a brief reason for the return.
Our customer support team will provide you with a return authorization code, detailed instructions, and the correct return address.
As ceramic products are fragile, the return must be packed securely using the original packaging or equivalent protective materials.
Ship the Item Back
Use a shipping method that offers tracking, and follow the instructions provided by our customer support team.
Defective or Damaged Items
If you receive a ceramic item that is defective, damaged, or incorrect, please take clear photos or videos and contact our customer support team immediately.
Return shipping for defective or incorrectly shipped items will be covered by us.
Once the issue is confirmed, we will send you a replacement or issue a full refund.
Refund Processing
Refunds will be processed within 5 business days after we receive and inspect the returned item.
Once the refund has been issued, you will receive a confirmation email.
The refund will be returned to your original payment account. The time it takes for the refund to appear may vary depending on your payment service provider.
Exchanges
We do not offer direct exchanges. If you need a different item, please return the original item following the process above, and then place a new order for the item you would like.
Order Cancellation
If the order has not yet been processed or shipped, you may request a cancellation within 24 hours of placing the order.
Once the order has entered the processing or shipping stage, it cannot be canceled.
To request a cancellation, please contact our customer support team as soon as possible.
Contact Information
If you have any questions about returns or refunds, please contact our customer support team at: support@rivacraft.com
