Refund policy
Order Cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your Right to Return (EU & Global)
At byRiva.eu, we offer a 30-day return window from the date of delivery, applicable to all customers worldwide. This exceeds the minimum 14-day right of withdrawal required under EU Consumer Rights Directive 2011/83/EU.
To be eligible for a return, items must be unused, unworn, and in their original packaging.
How to Request a Return
If you wish to return a product, please follow these steps:
- Contact us at contact@byRiva.eu or use the Request a Return page within 30 days of delivery.
- We will provide you with the return warehouse address.
- Contact a local courier of your choice and ship the item to the address provided.
- Send us the tracking number at contact@byRiva.eu.
- Once the parcel arrives and is inspected, we will process your refund within 5-7 business days to your original payment method.
Products must be carefully packed and returned with all accessories exactly as received.
Return Shipping Costs
If the customer wishes to return a product due to a change of mind (e.g. wrong size, wrong colour, or no longer wanted), the return shipping cost is the responsibility of the customer. The customer must arrange and pay for their own courier to ship the item back to our warehouse.
Defective, Damaged or Incorrect Items
If your item arrives defective, damaged, or is not what you ordered, you are not required to return the product. Simply contact us at contact@byRiva.eu with a photo of the issue and we will issue a full refund or replacement immediately at no cost to you.
Lost or Missing Parcels
If your order is lost in transit or not delivered due to a courier error, byRiva.eu will take full responsibility. We will either reship your order or issue a full refund — at no additional cost to you.
We Do Not Issue a Refund If
- Your order does not arrive due to an incorrect shipping address provided at checkout.
- The return request is made after the 30-day return window has expired.
- The item shows signs of use, damage, or is missing original packaging or accessories.
Refund Processing
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5-7 business days.
For any questions, contact us at contact@byRiva.eu.
Last Policy Update: 6 July 2026