Return, Refund & Replacement Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return

To start a return, please contact us at support@rialova.com

If your return request is approved, the item must be sent back at the buyer’s own cost to the following return address:

50 Mill Road

Regent

Northland

New Zealand

** Items sent back without first requesting a return will not be accepted.

Return Shipping Costs

Buyers are responsible for return shipping costs.

Shipping fees are non-refundable, unless the item is confirmed to be defective or incorrect.

Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt and contact us immediately if any item is defective, damaged, or incorrect.

To qualify for a replacement, the buyer must provide clear proof of the issue in the form of photos or a video.

If the product is confirmed to be defective, we will arrange a replacement at no additional cost.

We may request additional information to evaluate the issue before approving a replacement.

Non-Returnable Items

Certain types of items cannot be returned, including:

Perishable goods (such as food, flowers, or plants).

Custom or personalized products.

Personal care items (such as beauty products).

Hazardous materials, flammable liquids, or gases.

Sale items and gift cards are non-returnable.

If you are unsure whether your item qualifies, please contact us before purchasing.

Exchanges

The fastest way to get the item you want is to return the original item (subject to approval) and place a new order separately.

European Union 14-Day Cooling-Off Period.

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

Returned items must be unused, in original condition and packaging, and accompanied by proof of purchase. Return shipping costs are the responsibility of the buyer.

Refunds

We will notify you once we’ve received and inspected your return and inform you whether your refund is approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that banks or credit card providers may take additional time to post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@rialova.com.