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MerchRiva · Customer care

Returns & Refund Policy

Updated November 10, 2026

If your order arrives damaged, defective, incorrect or significantly different from its description, contact us so we can put it right.

Cancel within 12 hours

Request cancellation and a full refund within 12 hours of purchase. Later requests depend on production and fulfillment status and are not guaranteed.

Report issues within 7 days

Submit a return or issue request within 7 days of the delivery date shown by tracking, subject to your mandatory consumer rights.

What qualifies

  • Damage or a manufacturing defect.
  • An incorrect product, size or color supplied by us.
  • An item significantly not as described on its product page.

Change-of-mind requests, selecting an incorrect size or color when the item matches the order, and damage caused after delivery are not covered by our voluntary returns policy. Any applicable statutory cancellation, warranty or consumer rights remain available. A final-sale label does not remove remedies for faulty or misdescribed goods.

How to request help

  1. Email [email protected] with your order number, checkout email, a description of the issue and clear photos.
  2. Our team reviews return requests, normally within 1–3 business days, and provides the next steps.
  3. If a return is needed, wait for our instructions and return address. Keep the item and packaging; use a tracked service as instructed.
  4. Returned items are normally inspected within 2–5 business days after receipt.
  5. Approved resolutions may include a refund, replacement or the correct item being sent.

Return shipping

MerchRiva covers approved return shipping for defective or incorrect items. Contact us first so we can arrange the return method. Do not ship an item back without instructions. Retain the original packaging where possible; missing packaging does not remove rights provided by applicable law.

Refund method and timing

Approved refunds are issued to the original payment method, normally within 8 business days after approval, or sooner where required by law. For US refunds required because an order cannot be shipped, refunds are processed within the applicable legal deadline, generally 7 working days after cancellation for third-party payment methods. Your bank or payment provider may take additional time to display the credit.

For a complete approved cancellation, the refund includes the original shipping charge. For a partial order issue, we explain the refund amount and any shipping adjustment when confirming the resolution. Replacement timing is confirmed separately.

Delayed or missing shipments

See our Shipping Policy. A cancellation right relating to a shipment delay is separate from the 12-hour voluntary cancellation window.

This policy does not limit any mandatory consumer rights that apply in your country. Where applicable law requires a different remedy or a shorter refund deadline, those requirements take precedence.