Terms of service

RIVAYU – TERMS OF SERVICE
Welcome to RIVAYU. This website (the "Site") is operated by RIVAYU. Throughout the site, the terms “we”, “us” and “our” refer to RIVAYU. By visiting our site and/or purchasing products from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence. You may not use our products for any illegal or unauthorized purpose, nor may you, in the use of the Service, violate any laws in your jurisdiction.
SECTION 2 - PRODUCTS AND SAFETY DISCLAIMER
  • Handcrafted Nature: All RIVAYU candles are hand-poured. Minor variations in appearance, color, or texture are normal characteristics of artisanal wax products and do not constitute defects.
  • Candle Safety: By purchasing our products, you agree to burn candles responsibly. Never leave a burning candle unattended. Keep away from drafts, flammable materials, children, and pets. RIVAYU is not liable for any damage, loss, or injury caused by the misuse or negligent burning of our products.
SECTION 3 - ACCURACY OF PRICING AND MODIFICATIONS
  • Prices for our products are subject to change without notice.
  • We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
SECTION 4 - BILLING AND ACCOUNT ACCURACY
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made.
SECTION 5 - NATIONWIDE SHIPPING AND DELIVERY
  • RIVAYU ships products nationwide. Shipping timelines provided at checkout are estimates and may vary based on carrier delays.
  • Risk of loss and title for items purchased pass to you upon our delivery to the carrier. We are not responsible for packages stolen after a confirmed carrier delivery timestamp.
SECTION 6 - DAMAGE CLAIMS AND PROOF REQUIRED
Because glass and wax are fragile, items can occasionally break during shipping.
  • 48-Hour Reporting Window: Any transit damage, broken glass, or defective items must be reported via email to support@rivayu.com within 48 hours of the delivery timestamp.
  • Mandatory Unboxing Video: To prevent fraudulent claims, we strictly require a clear, unedited unboxing video showing the unopened package being opened and explicitly displaying the damaged item inside. RIVAYU reserves the right to reject replacement requests if a valid unboxing video is not provided.
  • Resolution: For verified transit damage claims, RIVAYU will fully cover all replacement shipping costs and issue an identical replacement product.
SECTION 7 - STRICT NO-REFUND AND EXCHANGE POLICY
  • No Refunds: RIVAYU enforces a strict no-refund policy. All sales are final regarding monetary refunds.
  • 14-Day Exchange Window: We accept unlit items for exchange or store credit within 14 days of delivery.
  • The Unburned Rule: Candles must be completely unused, unlit, and in their original packaging. Lit or altered candles are completely ineligible for exchange.
  • Scent Preference Exclusion: We do not accept exchanges based on scent preference (e.g., if you do not like how a candle smells).
  • Customer Shipping Obligations: If you initiate an exchange due to a change of mind, all shipping costs must be borne by the customer. This includes the shipping fees to return the original candle to our facility and the shipping fees to dispatch the new item.
SECTION 8 - FINAL SALE ITEMS
Custom-made candles, personalized orders, promotional/sale items, and digital gift cards are final sale and strictly ineligible for exchange or store credit.
SECTION 9 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the local laws governing the registered operational address of RIVAYU.
SECTION 10 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at support@rivayu.com.