Refund policy
Exchange & Refund Policy
Thank you for supporting RIVAYU! Because our candles are hand-poured and delicate, we enforce a strict no-refund policy. We do, however, offer exchanges or replacements under the specific conditions outlined below.
1. Damaged or Broken Items (Transit Claims)
Candles are fragile, and glass can occasionally break during shipping.
- Reporting Window: You must report any transit damage or broken glass within 48 hours of the delivery timestamp.
- Proof Required: We strictly require a clear unboxing video showing the unopened package being opened and the damaged item inside. Please email this video along with your order number to support@rivayu.com.
- Shipping Cost & Resolution: For verified broken pieces, RIVAYU will cover all replacement shipping costs and ship a new item out to you at no additional charge.
2. Exchanges & Change-of-Mind
We accept items for exchange or store credit under the following strict conditions:
- Timeframe: Exchange requests must be initiated within 14 days of delivery.
- The "Unburned" Rule: Candles must be completely unused, unlit, and in their original packaging. If a candle has been lit or altered in any way, it is completely ineligible for exchange.
- Scent Preference Exclusion: We do not accept exchanges based on scent preference (e.g., if you do not like the smell).
- Shipping Costs: If you wish to exchange a product due to a change of mind, all shipping costs will be borne by the customer. This includes the cost of shipping the original item back to us and the shipping fee for the new item.
3. Final Sale Items
The following items are final sale and cannot be exchanged:
- Custom or personalized orders
- Sale, clearance, or promotional items
- Gift cards
How to Initiate an Exchange
To start the process, please email support@rivayu.com with your order number and the details of your exchange. Do not ship items back to us without prior authorization.
Frequently Asked Questions (FAQs)
Q: Can I get a refund if I change my mind about my purchase?
A: Because our candles are hand-poured and delicate, RIVAYU does not offer refunds. However, we are happy to help you exchange your unlit candle within 14 days of delivery.
A: Because our candles are hand-poured and delicate, RIVAYU does not offer refunds. However, we are happy to help you exchange your unlit candle within 14 days of delivery.
Q: How long do I have to exchange an item?
A: You can request an exchange within 14 days of receiving your package.
A: You can request an exchange within 14 days of receiving your package.
Q: Can I exchange a candle if I don’t like the smell?
A: No. We strictly do not accept exchanges based on scent preference. We only accept exchanges for completely unlit candles of a different product type, or in the case of structural errors.
A: No. We strictly do not accept exchanges based on scent preference. We only accept exchanges for completely unlit candles of a different product type, or in the case of structural errors.
Q: Can I exchange a candle that I have already lit?
A: No. For safety and hygiene reasons, candles must be completely unused, unlit, and in their original packaging to qualify for an exchange. If a candle has been burned or altered, it is final sale.
A: No. For safety and hygiene reasons, candles must be completely unused, unlit, and in their original packaging to qualify for an exchange. If a candle has been burned or altered, it is final sale.
Q: My candle arrived broken. What should I do?
A: We are so sorry to hear that! Please email us at support@rivayu.com within 48 hours of delivery. You must include a clear unboxing video showing the unopened package being opened and the damaged item inside so we can verify the transit damage.
A: We are so sorry to hear that! Please email us at support@rivayu.com within 48 hours of delivery. You must include a clear unboxing video showing the unopened package being opened and the damaged item inside so we can verify the transit damage.
Q: Who pays for shipping costs during an exchange?
A: It depends on the situation:
A: It depends on the situation:
- Change of Mind: The customer bears all shipping costs (returning the original item and shipping the new item out).
- Broken Items: RIVAYU will fully cover the replacement shipping costs to send you a fresh candle.