Return Policy

Effective November 7, 2026. Please contact Rivetwilow before returning a purchase.

30-day return requests

You may request a return within 30 days after receiving your item. Email service@rivetwilow.com with the order number, the item and the reason. Items returned for personal preference should be unused, unwashed, complete and in their original condition, with original packaging where reasonably available. Please keep proof of purchase.

How to return

1. Email us within the request period. For an incorrect or damaged item, add clear photos and retain the packaging.
2. Wait for instructions so we can identify the parcel and explain the appropriate return method.
3. Pack the item carefully. Include the order reference, use a traceable service and retain your receipt.

Return address: Room 18485, No. 54 Xixing Street, Xixing Subdistrict, Binjiang District, Hangzhou City, Zhejiang Province, China.

This company address is the default return address. Do not send a parcel to an unrelated address, a payment processor or a carrier depot. Contacting us first helps prevent unidentified returns; this process does not restrict mandatory legal rights.

Return postage

For change-of-mind, unsuitable style or other personal-preference returns, the customer pays return shipping. Original shipping charges are normally not refunded for a personal-preference return except where required by law. Do not send cash-on-delivery returns without an agreed arrangement.

Damaged, defective or incorrect goods

Contact us as soon as practical with the order number and evidence of the problem. We will review the circumstances and arrange an appropriate remedy, which may include replacement, refund or return instructions. Applicable return costs for a store error or confirmed defect will be addressed as part of that resolution. Nothing here removes a remedy you are entitled to by law.

Inspection & refunds

After a returned item reaches us, we will inspect it and process any approved refund within 10 business days. Approved refunds go to the original payment method. The bank or payment provider may require additional time to post the credit. We will explain if an item does not qualify, or if a deduction is proposed for damage or missing parts where permitted by law.

Exchanges & cancellations

Email us to discuss an exchange; availability is not guaranteed. The practical route may be a return and separate new order. To cancel before dispatch, contact us promptly. Once fulfillment has started, cancellation may not be possible and the return process may apply.

Your statutory rights

This voluntary policy operates alongside applicable consumer rights, including remedies for faulty or misdescribed goods. Any mandatory rights that apply to your purchase remain in force.