Return & Refund Policy

This Return & Refund Policy explains the return eligibility, return process, product condition requirements, return shipping responsibilities, damaged-item procedures, refund processing, and payment-dispute handling applicable to purchases made through rivenola.com and operated by RIVENOLA, LLC.

Because our store sells tableware and related dining products, including items that may be fragile or susceptible to scratches, chips, cracks, stains, or other forms of damage after use, customers are required to follow the return conditions described below so that returned products can be properly inspected and processed.

1. Return Period

Customers may request a return within 30 days from the confirmed delivery date shown in the applicable shipment or tracking information.

The return request must be submitted within this 30-day period. Requests made after the return period may not be accepted unless otherwise required by applicable consumer protection law.

Submitting a return request does not automatically mean that the return has been approved. Customers must first contact us at [email protected] and receive return authorization and return instructions before sending any product back.

Products returned without prior authorization may experience delays, may be returned to the sender, or may not qualify for a refund if we are unable to identify the order or verify that the return meets the conditions of this policy.

2. Return Eligibility and Product Condition

To qualify for a standard return, the product must generally be in substantially the same condition in which it was received. Tableware and dining products must be unused, unwashed, unaltered, and free from stains, food residue, odors, scratches, chips, cracks, discoloration, or other signs of use.

Where reasonably possible, products should be returned with the original product packaging, protective inserts, wrapping materials, labels, accessories, manuals, and other components originally supplied with the order.

For sets containing multiple pieces, all pieces included in the original set must normally be returned together unless we specifically approve a partial return.

Products that have been used for serving, eating, drinking, cooking, washing, or food preparation may not be eligible for return for hygiene, safety, and resale-condition reasons, except where the product was defective when delivered or where applicable law provides otherwise.

3. Non-Returnable or Ineligible Items

Certain products may not qualify for return if they have been used, washed, damaged after delivery, modified by the customer, or otherwise placed in a condition that prevents reasonable resale.

Examples may include products with visible scratches, chips caused after delivery, broken pieces resulting from customer handling, permanent stains, food or beverage residue, strong odors, missing components, or damage caused by improper cleaning, storage, or use.

Personalized, custom-made, specially ordered, or clearly marked Final Sale products may also be non-returnable unless they arrive damaged, defective, or materially different from the item ordered.

This section does not limit any mandatory rights customers may have under applicable consumer protection law.

4. How to Request and Complete a Return

To request a return, please contact us at [email protected] and provide your order number, the name or description of the product being returned, the reason for the return, and any other information reasonably necessary for us to locate and review the order.

If the return request relates to damage, defects, incorrect products, missing items, or shipping-related issues, photographs or other supporting documentation may also be required.

After the request has been reviewed, we will provide return instructions if the return is approved. Customers should not ship products back to 1200 Roosevelt Rd, Ste 400, Glen Ellyn, IL 60137, US or to any other address unless that address has been specifically provided or confirmed in the return authorization instructions.

Customers should package tableware carefully and securely using appropriate protective materials. Fragile items should be individually protected where necessary to reduce the risk of breakage during return transportation.

We strongly recommend retaining the return shipping receipt and tracking information until the return and any related refund have been fully completed, as this information may be required to verify that the parcel was actually returned.

5. Return Shipping Costs

If a return is requested because the customer changed their mind, ordered the wrong item, no longer wants the product, or for another reason not caused by an error on our part, the customer is generally responsible for the return shipping cost.

Original shipping charges are generally non-refundable in customer-remorse returns unless otherwise required by applicable law.

If the return results from an error attributable to RIVENOLA, LLC, such as receiving the wrong product, receiving a materially defective product, or receiving an item that was damaged before or during delivery, we may provide a prepaid return label, reimburse reasonable approved return shipping costs, or provide another appropriate resolution.

Customers should not purchase unusually expensive return shipping services without first contacting us, as unapproved shipping upgrades or additional shipping services may not be reimbursed.

6. Damaged, Broken, Defective or Incorrect Tableware

Because tableware may include fragile products such as plates, bowls, cups, glasses, ceramic pieces, or other breakable items, customers should inspect the package and products promptly after delivery.

If a parcel arrives damaged, or if a product arrives broken, cracked, chipped, defective, incomplete, or materially different from the product ordered, please contact us at [email protected] within 48 hours after confirmed delivery.

To help us verify a shipping-related damage claim, customers may be asked to provide photographs of the outer shipping carton, shipping label, internal protective packaging, damaged product, and all affected pieces.

Customers should retain the damaged product and all original packaging until the claim has been reviewed. Throwing away the damaged item, packaging, shipping carton, or shipping label before the review is completed may make it more difficult for us to verify the claim.

After reviewing the information provided, we may offer a replacement, reshipment, partial refund, full refund, or another reasonable resolution depending on the circumstances.

For additional information about delivery-related damage and shipping responsibilities, please refer to our Shipping Policy.

7. Refund Review and Processing

Once an authorized return is received, we may inspect the product to confirm that it meets the applicable return conditions described in this policy.

If the return is approved after inspection, the refund will normally be issued to the original payment method used for the order. We do not normally send refunds to a different card, bank account, PayPal account, digital wallet, or other payment method unless required by applicable law or permitted by the applicable payment provider.

Approved refunds will generally be processed within 7 business days. After we submit the refund, the time required for the funds to appear in the customer’s account may vary depending on the customer’s bank, card issuer, Stripe, PayPal, digital wallet provider, or other financial institution.

Where a refund is made for only part of an order, the refund amount will generally correspond to the approved returned product or affected portion of the order.

If an item is returned in a condition that does not meet the requirements of this policy, we may deny the refund, reduce the refundable amount where legally permitted, or contact the customer for additional information.

For additional information concerning payment processing and refund methods, please refer to our Payment Policy.

8. Payment Disputes, Chargebacks and Return Records

If you believe that an order, payment, delivery, return, or refund has been handled incorrectly, please contact us at [email protected] before initiating a payment dispute or chargeback whenever reasonably possible. This allows us an opportunity to review the order and attempt to resolve the issue directly.

To help maintain clear and accurate records for returns, refunds, and payment disputes, RIVENOLA, LLC may retain relevant transaction and order documentation, including order confirmations, payment status records, shipment tracking information, delivery confirmation, customer communications, return authorization records, return tracking information, photographs submitted in connection with damage claims, inspection records, and refund confirmation records.

If a customer initiates a payment dispute or chargeback through Stripe, PayPal, a card issuer, bank, or another payment provider, we may provide relevant order and transaction documentation to the applicable provider as reasonably necessary to demonstrate the order history, delivery status, return status, refund status, or communications associated with the transaction.

The existence of a payment dispute does not automatically cancel the return requirements described in this policy. Where a product has been received and a return is required, the customer may still be asked to follow the authorized return process unless the applicable payment provider, applicable law, or another binding requirement states otherwise.

Customers should keep their order confirmation, delivery information, return authorization, return tracking receipt, and refund confirmation until the entire return and refund process has been completed.

If you have questions about a return, refund, damaged product, or payment-related issue, please contact us using the information below.

Company: RIVENOLA, LLC
Address: 1200 Roosevelt Rd, Ste 400, Glen Ellyn, IL 60137, US
Email: [email protected]
Phone: +1(630)629-3515