Product Support & Warranty

At RIVMAROY, we are committed to providing every customer with reliable artistic products and a clear support experience.

Each product is carefully selected and inspected before shipment. If your product experiences damage, defects, or eligible manufacturing issues within the applicable warranty period, our customer support team will work with you to provide an appropriate solution.

90-Day Limited Warranty

Most RIVMAROY products purchased through rivmaroy.com include a 90-day limited warranty, starting from the date the order is delivered.

This warranty applies to eligible manufacturing defects or product-related issues that occur during normal intended use.

Depending on the specific situation, we may provide:

  • Replacement products
  • Replacement parts or accessories (if available)
  • Store credit
  • Refunds at our discretion

The specific solution will depend on the nature of the issue, product availability, and the circumstances of the warranty request.

Coverage

Our limited warranty may cover the following issues:

Manufacturing Defects

Defects in materials or workmanship that affect the product’s structure, appearance, or intended function.

Product Structure Issues

Eligible issues may include:

  • Structural damage affecting normal display or use
  • Manufacturing defects in materials
  • Assembly or construction issues
  • Product components that do not function as intended

Such issues must occur during normal intended use and must not result from misuse, improper handling, or external damage.

Decorative Detail Defects

Issues involving artistic elements, decorative surfaces, materials, or structural details may be covered when caused by manufacturing defects rather than accidental damage or improper use.

Product Arrived Damaged

Products that arrive broken, damaged, defective, or unusable due to transportation or handling may qualify for warranty assistance.

What Is Not Covered

The warranty does not cover damage or issues caused by:

  • Accidental drops, impacts, cracks, or breakage
  • Improper assembly or handling
  • Misuse or use beyond the product’s intended purpose
  • Exposure to excessive moisture, water, extreme temperatures, chemicals, or unsuitable environments
  • Normal wear and aging
  • Natural changes caused by regular use
  • Unauthorized repairs, modifications, or alterations
  • Damage caused by improper cleaning or maintenance
  • Lost or stolen products
  • Damage occurring after the warranty period

Minor variations in:

  • Color
  • Surface finish
  • Texture
  • Shape
  • Material details
  • Decorative elements

are generally not considered defects when they do not affect the intended use or overall quality of the product.

Damaged or Defective Items

If your RIVMAROY product arrives damaged, defective, or missing components, please contact us as soon as possible after delivery.

To help us quickly review your request, please provide:

  • Your order number
  • Your full name and email address
  • A brief description of the issue
  • Clear photos showing the problem
  • A short video demonstrating the issue, if possible
  • Photos of the packaging if the item was damaged during transportation

Please keep the original product and packaging until our customer support team has reviewed your request.

How to Submit a Warranty Claim

To submit a warranty claim, please contact our customer service team through the contact information provided on our website.

Please include:

  • Order number
  • Product name
  • Description of the issue
  • Supporting photos or videos

Our team will generally review your request and respond within 24-48 business hours.

Additional information may be requested when necessary to confirm the issue and determine an appropriate solution.

Replacement Products

If a replacement request is approved, we will make reasonable efforts to provide the same product.

If the original product is unavailable, we may provide:

  • A similar replacement product
  • Replacement components or accessories, if available
  • Store credit
  • Another appropriate solution

Replacement availability may vary depending on current inventory.

Refunds

Warranty approval does not guarantee a cash refund.

Refund eligibility depends on the nature of the issue and our applicable Return & Refund Policy.

When a refund is approved, it will generally be issued to the original payment method.

Processing times may vary depending on your bank or payment service provider.

Return Policy and Warranty Terms Are Different

Our Return & Refund Policy applies when you wish to return eligible products within the applicable return period.

Our Limited Warranty applies to eligible manufacturing defects and product-related issues covered under warranty conditions.

Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.

Transportation Damage

If your package arrives damaged, we recommend taking photos before opening the package.

If the product inside is damaged, please contact our customer support team and provide the following photos:

  • External packaging
  • Shipping label
  • Damaged product
  • Any damaged internal packaging

This information helps us review your request more efficiently.

Product Care

To help maintain your RIVMAROY decorative products in good condition:

  • Follow all product care instructions.
  • Use the product only for its intended purpose.
  • Handle vases, sculptures, decorative objects, and artistic components carefully.
  • Avoid unnecessary exposure to excessive moisture, high temperatures, or harsh chemicals.
  • Use suitable cleaning methods and materials.
  • Avoid excessive pressure, dropping, twisting, or impact.
  • Store decorative accessories properly when not in use.
  • Keep products in a suitable environment according to their material characteristics.

Improper use, handling, cleaning, or maintenance may affect warranty eligibility.

Consumer Rights

This limited warranty policy supplements any rights you may have under applicable consumer protection laws.

Nothing in this policy is intended to exclude or limit any rights that cannot legally be excluded or limited.

Contact Us

If you have any questions regarding products, warranty coverage, or existing claims, please contact our customer support team.

Brand: RIVMAROY

Website: rivmaroy.com

Legal Entity:
Chongqing Kunhongyuan Network Technology Co., Ltd.

Registered Address:
2nd Floor, No. 310 Huafu Avenue North Section, Huayan Town, Jiulongpo District, Chongqing, China

Unified Social Credit Code:
91500107MAEG5FPM4A

Customer Support Email:
service@rivmaroy.com

Our goal is to respond to customer inquiries within 24-48 business hours.

RIVMAROY — Artistic Objects Designed to Enrich Everyday Spaces.