Effective Date: 09/01/2026
This Refund & Return Policy applies to purchases made from Rilavere at https://rilavere.com.
1. Return Request Window
You may request a return within 30 calendar days after the carrier’s tracking information shows that your order was delivered. Requests made after this period might not be accepted, except where applicable law requires otherwise.
2. Return Eligibility
For a change-of-mind return, the item must be unused, unmodified, and returned with all original protective packaging. Items that are scratched, altered, damaged through customer handling, or inadequately repackaged might not qualify for a change-of-mind return.
Contact us at support@rilavere.com before returning any item. If your return is approved, we will provide the complete return address and return instructions. Items sent without prior approval might not be accepted.
Approved change-of-mind returns are sent to our authorized return processing center. The customer is responsible for change-of-mind return shipping costs. We strongly recommend using tracked and insured shipping suitable for fragile goods.
3. Damaged or Broken Glass on Delivery
Please inspect your order promptly after delivery. If an item arrives broken, cracked, or damaged in transit, contact us within 7 calendar days after the carrier marks the package as delivered.
Include:
- your order number;
- clear photographs of the damaged item;
- photographs of the original outer and inner packaging; and
- any other information reasonably needed to review the shipping claim.
Keep the original packaging while we review the claim. For safety, do not send broken glass back unless we specifically ask you to do so. After verification, we will provide an appropriate resolution, which may include a replacement or a refund at our cost.
4. Incorrect Items or Product Quality Issues
If you receive an incorrect item or believe the product has a quality issue, contact us with your order number and clear supporting photographs. If the issue is confirmed, we will provide an appropriate solution, which may include return instructions, replacement, or refund. We will bear reasonable return or replacement costs when the issue is our responsibility.
5. Non-Returnable Situations
The following are not eligible for change-of-mind returns:
- customized, modified, or personalized products;
- products damaged through improper installation, dropping, misuse, or a household accident; and
- products clearly marked Final Sale before purchase.
These exclusions do not remove your rights where an item arrives damaged, is incorrect, has a confirmed quality issue, or where applicable law provides otherwise.
6. Refund Processing
We will notify you after we receive and inspect an approved return, or after we approve a damaged, incorrect, or quality-related claim. Approved refunds are initiated to the original payment method within 5–10 business days.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account. That additional posting time is outside our processing period.
7. Return Shipping Responsibility
- For change-of-mind returns, the customer pays return shipping.
- For confirmed shipping damage, incorrect items, or product quality issues, we bear reasonable resolution costs.
- The customer is responsible for packing an approved change-of-mind return securely and using a service appropriate for fragile goods.
8. Contact for Returns
Email: support@rilavere.com Company: Hong Kong Zhiwei Trading Co., Limited Legal address: Flat 1840, 13/F, Pang Kwong Building, No. 59 Hung To Road, Kwun Tong, Kowloon, Hong Kong
The legal address above is not the return shipping address. Approved returns must be sent only to the return address provided in our approval instructions.