Refund policy

We at Rivasa strive to provide you with the best shopping experience. Please read our exchange policy carefully before placing an order.

1. Eligibility

  • Exchange is available on footwear items only.
  • No refund, return, or exchange will be accepted on accessories, bags, jewellery, or related items.
  • We have a 48-hour exchange policy, which means you have 48 hours (2 days) after receiving your footwear to request an exchange.

2. Conditions for Exchange

To be eligible for an exchange:

  • Item must be in the same condition that you received it.
  • It must be unworn, unused, with tags, and in its original packaging.
  • Receipt or proof of purchase is required.

Exchange is accepted only in the following cases:

  1. Wrong product delivered.
  2. Damaged product delivered.
  3. Size issue (chargeable).

3. How to Request an Exchange

  • Request your exchange via email at rivasabyriya@gmail.com or DM us on our official Instagram handle @rivasa_byriya.
  • Items sent back without first requesting an exchange will not be accepted.

4. Charges & Shipping

  • A fee of ₹150 per pair will be charged in case of a size-related exchange.
  • All exchange items must be self-shipped to our warehouse address by the customer only.
  • Rivasa does not provide pickup facilities for exchanges.
  • We are not responsible for any damage, theft, or loss of parcels in transit when dispatched by customers.

5. For Damages & Issues

  • Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or the wrong product has been delivered.
  • A complete unpacking 360°video (without cuts) must be shared, ensuring  the clear visibility of the defect and the shipping label.
  • Videos and pictures must be attached when requesting an exchange.
  • Damaged items will only be exchanged with the same item (no change of colour or category allowed).

kindly note: Minor variations in embroidery, beadwork, colour tone, or symmetry are natural in handmade products and will not be considered defects. These are part of the artisanal process, not eligible for exchange.

6. Mismatch or incorrect product
We strive to deliver exactly what you order. In the rare case of a mismatch or incorrect product received:

  • Mandatory Video Proof:
    Customers must record a clear, uncut unboxing video from the moment the sealed package is opened. The video must visibly show the shipping label, order id, awb no. and the product received.
  • Claim Submission:
    The video, along with your Order ID, must be shared with us within 24 hours of delivery.
  • Verification Process:
    All claims will be forwarded to our shipping/logistics partners for investigation and validation.
  • Resolution:
    Refunds or replacements will be processed only after approval from the logistics company upon successful verification of the claim.
  • Important Note:
    Claims without valid video proof, valid/clear awb no.  submitted after the given timeframe will not be eligible for reimbursement. This policy is in place to prevent misuse and ensure fair resolution for genuine cases.

7. Important Notes

  • An unboxing video will be recorded by our team once the returned parcel is received.
  • If the item does not meet the exchange criteria, it will be returned to the customer.
  • Worn, tapered, damaged, or used items will not be accepted.
  • Exchange is applicable only once per order.
  • Exchange is not valid on sale products or items purchased with additional discount coupons(except firstbuy).
  • Exchange is only applicable for a size change.
  • If the required size is out of stock, customers may:
    • Choose another design/colour of the same price, or
    • Receive a 3-month store credit of the paid amount in their account.
  • No return, cancellation, or refund is permitted.
  • Exchange rights are solely reserved with Rivasa and can be withdrawn at any time without prior notice.

✨ This policy ensures fair handling of exchanges while protecting customer interests.