Return & Refund Policy

At Rivvato, we want you to feel confident when purchasing our DIY craft kits, embroidery supplies, handmade gifts, and seasonal decorations.

If your order does not meet your expectations, please review the following return and refund guidelines.

1. Return Eligibility

We accept eligible returns within 30 days of delivery.

To qualify for a return:

  • The item must be unused and in its original condition.

  • The product must be returned in its original packaging.

  • All included materials, tools, accessories, and components must be present.

  • Proof of purchase, such as an order number or receipt, is required.

For DIY craft kits, embroidery kits, and other products containing multiple components, please ensure that the materials remain unused and the kit is complete.

If you receive an incomplete or defective product, please refer to Section 6 below.

2. Non-Returnable Items

The following items are generally not eligible for return:

  • Gift cards.

  • Personalized or customized products.

  • Products clearly marked as final sale or non-returnable before purchase.

  • Used craft kits or products with missing materials or components, unless the issue resulted from a defect or an error with your order.

Clearance items are non-returnable only when that restriction was disclosed before purchase.

These exclusions do not affect any rights or remedies available under applicable consumer protection laws.

3. How to Request a Return

To initiate a return, please contact our customer support team at:

service@rivvato.com

Include the following information:

  • Your order number.

  • The item you wish to return.

  • The reason for your return.

  • Photographs if the product is damaged, defective, incomplete, or incorrect.

Our team will review your request and provide the appropriate return instructions and shipping address.

Please do not send products back without first contacting us for return instructions.

Our registered business address is not the designated return address. Unauthorized returns sent to that address may not be processed correctly.

4. Return Shipping Costs

For standard returns, including changes of mind or personal preferences, customers are generally responsible for return shipping costs.

If the return is due to a damaged, defective, incomplete, or incorrect product, Rivvato will arrange an appropriate resolution, including return shipping arrangements where necessary.

We recommend using a trackable shipping service and retaining your shipping receipt until the return is completed.

Original shipping charges are generally non-refundable for standard returns, except where the return results from our error or applicable law requires otherwise.

5. Refund Process

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved:

  • Your refund will be issued to the original payment method.

  • We will process the refund within 5–10 business days after approval.

  • Your bank or payment provider may require additional time to reflect the funds in your account.

If your refund has not appeared after the expected processing period, please contact us with your order number.

6. Damaged, Defective, Missing or Incorrect Items

We carefully prepare our orders, but occasionally an item may arrive damaged, incomplete, defective, or different from what was ordered.

If you experience any of these issues, please contact us as soon as possible, preferably within 7 days of delivery.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the affected product.

  • Photographs of the packaging, where available.

For embroidery and DIY craft kits, please specify any missing threads, tools, decorative pieces, or other included materials.

After reviewing the information, we will determine an appropriate resolution, which may include replacement components, a replacement product, or a refund.

The recommended 7-day reporting period does not limit your rights under applicable law.

7. Order Cancellations

If you need to cancel an order, please contact us as soon as possible, preferably within 24 hours of purchase.

We will try to accommodate cancellation requests before an order has been shipped, but cancellation cannot be guaranteed once processing or fulfillment has progressed.

If your order has already shipped, you may request a return after delivery in accordance with this policy.

8. Contact Information

For questions about returns, refunds, damaged products, or missing craft kit components, please contact:

Customer Support Email: service@rivvato.com

Customer Service Phone: +1 (719) 223-9743

Official Website: https://rivvato.com/

For complete company and registered business information, please visit our Contact Us page.