Return & Refund Policy
At RIVMAROY, our goal is to provide customers with a clear and reliable return experience.
This Return & Refund Policy applies to eligible purchases made through rivmaroy.com.
1. 30-Day Return Period
Customers may request a return within 30 days after the order is confirmed as delivered for eligible purchases.
Before returning any product, please contact our customer support team:
Email: service@rivmaroy.com
Our team will review your request, confirm eligibility, and provide applicable return instructions and return address information.
Please do not send products back without contacting us first.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product arrives damaged, defective, incorrect, incomplete, or otherwise qualifies for another remedy under applicable laws, returned products should generally:
- Be unused or in like-new condition
- Not have damage caused by the customer
- Not have been modified or altered
- Include all original parts
- Include all included accessories
- Include any decorative components originally provided with the product
- Include product instructions or care information (if applicable)
- Be returned with the original packaging whenever possible
Proof of purchase may be required, such as an order number or order confirmation.
Because many RIVMAROY products include delicate artistic structures, handcrafted details, decorative surfaces, ceramic materials, glass-like elements, resin components, or other fragile decorative features, returned products should be carefully packaged to prevent damage during transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically mean it cannot be returned.
However, where permitted by applicable law, preference-based returns of opened or used products may require inspection.
Returned products should not show signs of:
- Excessive use
- Misuse
- Customer-caused scratches, cracks, breaks, or other damage
- Unauthorized repairs
- Modifications or alterations
- Missing decorative parts or components
- Damage caused by improper cleaning, storage, handling, or use
For decorative products, return eligibility may depend on whether the item has been installed, displayed, modified, damaged, or used beyond reasonable inspection purposes, subject to applicable laws and product-specific return conditions.
If a product has experienced a significant reduction in value due to handling beyond what is reasonably necessary for inspection or evaluation, an appropriate deduction may be applied where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not qualify for preference-based returns, including:
- Customized or personalized products
- Gift cards
- Products clearly marked as final sale items
- Products damaged due to misuse or improper handling
- Products that have been unauthorized modified or repaired
- Products returned with important components missing due to customer handling
- Other products clearly identified as non-returnable before purchase
Any product-specific exceptions will be stated on the relevant product page or communicated before return approval.
Nothing in this section limits consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your RIVMAROY order immediately after delivery.
This is especially important for products containing:
- Decorative glass or crystal-like elements
- Ceramic or handcrafted materials
- Sculptural structures
- Decorative accessories
- Fragile artistic details
- Other delicate product components
If your order arrives:
- Broken
- Damaged
- Defective
- Incorrect
- Missing accessories
- Missing components
- Incomplete
Please contact us as soon as possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photos of the product
- Photos of the internal protective packaging
- Photos of the external package
- Shipping label photo, if available
- A short video demonstrating the issue, if possible
For artistic decorative products, videos may be especially helpful for reviewing:
- Structural damage
- Missing components
- Product condition
- Assembly or display issues
- Other product-related concerns
After reviewing the provided information, we will determine the appropriate next steps based on the specific situation, our applicable policies, and applicable consumer laws.
6. Basic Product Inspection Before Return
For certain product-related concerns, our customer support team may first provide reasonable product inspection guidance or troubleshooting suggestions.
These may include:
- Checking whether decorative components are properly positioned
- Confirming product assembly or display requirements
- Reviewing product instructions or care information
- Confirming whether any parts or accessories are missing
- Reviewing photos or videos to better understand the issue
For artistic decorative products, we may request additional photos or information to determine the nature of the issue.
If a product is damaged, unsafe, or unsuitable for continued use, you should stop using the product.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Selecting the wrong product
- No longer needing the product
- The product not matching personal preference
- Other reasons not caused by RIVMAROY
Customers are generally responsible for return shipping costs where permitted by applicable law.
If RIVMAROY confirms that a product is:
- Damaged during transportation
- Defective
- Incorrectly shipped
- Incomplete
- Otherwise eligible for seller-paid return costs under applicable laws
We will provide appropriate return instructions or resolution options.
Please do not purchase expensive international return shipping before receiving instructions from our customer support team.
8. Original Shipping Fees
In general, original shipping fees are not refundable for preference-based returns unless:
- Otherwise clearly stated by RIVMAROY
- The return is caused by an error on our part
- The product is defective, damaged, or incorrectly shipped
- Refund of shipping costs is required by applicable law
9. Return Address
Return addresses may vary depending on:
- Product type
- Shipping location
- Customer destination
- Warehouse location
- Logistics arrangements
- Nature of the return
Therefore, please do not return products to our registered company address unless specifically instructed by our customer support team.
After your return request has been reviewed and approved, we will provide the correct return address.
10. Return Packaging
RIVMAROY products may include delicate artistic elements, decorative structures, ceramic materials, glass-like components, sculptural details, or other fragile decorative features.
Customers should carefully package returned products to reduce the risk of damage during return transportation.
Whenever possible, please include:
- Main product
- Decorative accessories
- Removable components
- Product instructions or care information
- Original protective materials
- Original packaging
- Other items originally included in the order
Fragile decorative products should be properly protected inside the package to prevent movement, impact, bending, or breakage.
Customers are responsible for ensuring preference-based returns are properly packaged for transportation.
11. Missing Accessories or Components
Where permitted by applicable law, if returned products are missing components originally included with the order, the refund amount may be reduced.
Examples include:
- Decorative accessories
- Removable parts
- Display components
- Product manuals
- Protective packaging
- Other included items
Any deduction will be assessed based on the specific circumstances and applicable laws.
12. Return Inspection
After receiving returned products, we may inspect them to confirm:
- Product identification
- Return eligibility
- Product condition
- Reason for return
- Included accessories
- Included components
- Condition of decorative materials and product details
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, refunds are generally issued to the original payment method.
After RIVMAROY processes a refund, your bank, card issuer, or payment service provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, appropriate deductions may be applied for significant loss of value caused by:
- Missing accessories
- Missing components
- Excessive use
- Customer-caused scratches, cracks, breaks, or damage
- Unauthorized modifications
- Unauthorized repairs
- Improper cleaning
- Improper handling
- Damage occurring after delivery
Any deductions will be evaluated based on the specific circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory levels.
Because RIVMAROY products may be available in different:
- Designs
- Sizes
- Colors
- Finishes
- Styles
- Product variations
A direct replacement may not always be available.
If an exchange cannot be completed directly, the most practical option may be:
- Request a return for the eligible original product.
- Complete the approved return process.
- Place a new order for the desired product.
Please contact our customer support team before arranging any exchange.
16. Order Cancellations
If you would like to cancel your order, please contact us as soon as possible after placing your order.
Email: service@rivmaroy.com
We will make reasonable efforts to assist before the order enters the shipping process.
However, once an order has entered:
- Processing
- Product preparation
- Packaging
- Protective wrapping
- Fulfillment
- Shipment preparation
- Dispatch
we cannot guarantee that cancellation will be possible.
If the order has already been shipped, you may need to follow the applicable return process after receiving the product.
17. Refunds for Cancelled Orders
If payment has already been processed and we successfully cancel your order, the applicable refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution may require additional processing time before the refund appears in your account.
18. Refused or Unclaimed Packages
Refusing delivery does not automatically qualify for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:
- Shipment status
- Carrier charges
- Product condition
- Return eligibility
- Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs caused by refusing or failing to accept a valid delivery may be deducted from a preference-based refund.
19. International Returns
International returns may involve additional requirements, including:
- Shipping costs
- Customs procedures
- Carrier requirements
- Documentation
- Transportation time
Artistic decorative products containing fragile materials may require additional protective packaging during international return transportation.
Please contact us before sending any international return.
Unless liability cannot be excluded under applicable law, RIVMAROY is not responsible for unnecessary customs charges or shipping costs caused by returns that do not follow our instructions.
20. Consumer Rights
This Return & Refund Policy supplements, rather than replaces, consumer rights provided under applicable laws.
Depending on your country, state, province, or region, you may have additional legal rights relating to:
- Defective products
- Product conformity
- Damaged products
- Repairs
- Replacements
- Returns
- Refunds
- Cancellation or withdrawal rights
Nothing in this policy is intended to waive or limit rights that cannot legally be excluded.
If mandatory consumer protection laws provide rights greater than those stated in this policy, those legal rights will continue to apply.
21. Contact Us
If you have any questions regarding returns, refunds, exchanges, damaged products, defective items, or order cancellations, please contact us:
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
For any order-related questions, please provide your order number and the email address used during checkout.
For damaged products, defective components, or product-related concerns, please provide clear photos and videos where appropriate.
Please do not send complete payment card information, CVV/security codes, or account passwords by email.
rivmaroy.com is owned and operated by Chongqing Kunhongyuan Network Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.
RIVMAROY — Artistic Objects Designed to Enrich Everyday Spaces.