Return Policy
Return Window
Return requests must be submitted within 14 days of the order having arrived. Returns requested after this period cannot be accepted.
Return Shipping & Customs
The sender (customer) is fully responsible for the return shipping method, including arranging and paying for all customs clearance.
Please choose your shipping method carefully. Customs clearance must be handled entirely by the sender. We are unable to pay customs fees on any incoming package, which means a shipment that relies on recipient-side clearance will never reach our warehouse.
If a package becomes stuck at customs because clearance was not arranged by the sender, we cannot receive it, refund its costs, or assist in any way with its release or recovery.
Fees
Returns may be subject to handling, restocking, and/or customs-related fees of up to 10% of the order value. These costs will be deducted from the total refund amount where applicable.
As we operate with international fulfilment partners, all returns are processed through our overseas warehouse.
We reserve the right to reject returns if items appear to be used, damaged, or do not meet our return conditions.
How to Return Your Order
If your order meets the return conditions, please follow these steps:
- Send an email to: info@houseofrivella.com
- Include the following details:
- Order number
- Reason for return
Once we receive your request, we will provide you with the correct return address. Do not send returns to the sender's address. Returns must be sent to the address provided by our team.
Right of Withdrawal (Cancellation Policy)
If you are a consumer (i.e., a private individual making a purchase for non-commercial purposes), you have the right to withdraw from the contract under the following conditions:
Cancellation Period
You may cancel your order within 24 hours from the moment you received the receipt.
Important: As we operate an automated fulfillment system, orders are processed immediately after placement. This means you cannot cancel after 24 hours of placing the order.
How to Cancel Your Order
To exercise your right of withdrawal, please send a clear written statement (via email) to House of Rivella indicating your decision to cancel the order. The cancellation is valid when the notification is received by us within 24 hours.
Refunds
Orders are first checked upon arrival at our warehouse; if approved, it can take up to 10 working days for the refund to process. Refunds will be issued using the original payment method, unless otherwise agreed, minus the applicable fee outlined above.
All returns must be sent to our central warehouse in Asia.
Return shipping costs are the customer's responsibility.
For any further questions, please contact our customer service team at info@houseofrivella.com