Contact

Return & Refund Contact Service
  • If you want to return the product or you want to get a refund, please contact us.
  • We will then provide you with the address and other information you need to return your product.

Refund

What is Riocaft Refund Policy?

There are Three types of refunds:

1. Refund against the returned orders: Refund process once the return is approved by RioCaft.

2. Refund against the cancelled orders: Refund is  triggered once the cancellation has been successfully processed.

3. Refunds for packages that do not arrive at the promised time: For orders not delivered within 15 days of purchase.

To be eligible for a refund, you must begin returning the product within 5 days of receiving the product. If the product is damaged in any way, or you have initiated the return after 15 days, you will not be eligible for a refund.

In order for the product to be eligible for a Refund, make sure these conditions are met:

  • Product must be returned in its original packaging
  • Product wasn’t used or damaged
  • Product must include original tags (if applicable)
Refunds Not Accepted If
  • You change your mind
  • Your circumstances change
  • You find cheaper products elsewhere.
EXCEPTIONS

Note:

  • Voucher discounts are not transferred back to the card. (If you have not received your refund voucher to your Riocaft account please contact us)

  • The refund processing time starts when we’ve received your returned product and completed our quality check.

If your product is eligible for a refund, you can choose your preferred refund method based on the table below. The shipping fee is refunded along with the amount paid for your returned product.

The time required to complete a refund depends on the refund method you have selected. Once we have received your product and it has undergone a quality control (1-2 working days), the expected refund processing times are as follows:

Payment Method Option Refund Time
Debit/ Credit Card Debit/ Credit Card Payment Reversal 10 Working Days
Equated Monthly Installments (EMI) Debit/ Credit Card 10 Working Days
Rio Coin Rio Coin In 1 working day
Rio Coupon Code Refund Coupon Code In 1 working day

 

Does Riocaft Refund shipping fee?

The shipping fee is refunded along with the amount paid for your returned product. You will be refunded in the following cases:

  • There was a failed delivery
  • Your order was cancelled
  • Delivered product is damaged (it is broken or has dents and scratches), defective (not functioning or dead on arrival) or it is expired.
  • Delivered product is incorrect, not as advertised on the website, or counterfeit (fake or replica)
  • Delivered product is of incorrect sizes.
  • Delivered product is incomplete (missing items, accessories or freebies)
When will I get my refund?
  • Please take easy that the fund is guaranteed as Riocaft knows how important your money is and we make sure that the refund is handled accordingly.
  • Usually, it takes 2-10 business days, varying with different banks, for buyers to receive the refund after the refund is successfully processed by Riocaft.

  • You may click on to order detail page to confirm whether the refund has been successfully processed, please feel free to contact your bank (please provide the ARN to your bank if there is) to follow up the Refund status.

  • The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made.

How to check my credit card refund?

Step 1. Please check if it has been 10 business days after refund is successfully processed by Riocaft. If not, please kindly wait. Normally, it will be received by you within 2-10 business days to your bank account.

You may check the order details to confirm whether the refund has been successfully processed. Feel free to contact your bank (please provide the ARN to your bank if there is) to follow up the Refund status.

Step 2. Check the bank statement from 2 days before the payment was made to 10 business days after the refund was successfully processed.

For instance, if payment is made on 2022.05.10, you will need to check the bank statement between 2022.05.08-2022.06.07. Because some banks present the refund on or around the date of payment as below:

Why is the received amount less than the refund amount on order page?

  • Riocaft would fully refund the agreed amount on order page. But there can be two scenarios in which you may receive less funds compared with the original refund amount:

    Scenario 1.  The bank(s) charge commission fee after Riocaft transfers the funds.

    Scenario 2. The exchange rate has changed compared to that of the payment.

    If you receive less refund, you may contact your bank to check the above scenarios.

How can I get a refund if my credit card is no longer valid or has expired?

For security reason, the refund will only be processed to the original card from which the payment has been deducted.

If your original card has expired or is not valid anymore, you may contact the card issuer(your bank or card company) for assistance, for they will still be able to receive the money on your behalf.

Returns

Free Return

With RioCaft ‘Free Return’ service, you get an extra 5 days (on top of the on-time delivery date) to decide if you want to keep or return the item for any reason. It is totally free.

Below are detailed process for Free Return:

Step 1. Open dispute as «Return & Refund» correspondingly.

Step 2. Your return request will be verified within 3 days.

Step 3. Once your return request is approved, click the «Get a Free Return Tracking Number» Chat button on the Order page within 2 days, and get the unique free return label in time.

Step 4. Download and Print the Free Return label.

Step 5. To return the item, package it securely and attach the free return label.

Step 6. You must return the parcel with the returned goods and the printed Free Return label to any designated return point within 5 days from the day you receive the return shipping label. If the shipment is not delivered within delivery time, the Free Return label will be canceled. The sooner you complete the return, the sooner you get the refund.

Step 7. Forward the Free Return label with the returns to the office clerk.

Step 8. Wait for your refund, which will be given once we have checked your item(s).

What is Riocaft Return Policy?

Items must be returned within the applicable return time window.

Valid reasons to Return an item

  • Delivered product is damaged (it is broken or has dents and scratches), defective (not functioning or dead on arrival) or it is expired.
  • Delivered product is incorrect, not as advertised on the website, or counterfeit (fake or replica)
  • Delivered product is of incorrect sizes.
  • Delivered product is incomplete (missing items, accessories or freebies)

Invalid reasons for returning an item

  • You change your mind
  • Your circumstances change
  • You find cheaper products elsewhere.

For all returns, the following needs to be ensured:

  • The Product must be returned in its original and undamaged manufacturer packaging or box.
  • Do not put tape or stickers on the manufacturer’s box
  • If Riocaft packaging has been damaged, wrap the item in another layer of external packaging like plastic to avoid damage to the parcel during transportation.
  • Include any of the following that came together with your item: free gifts, warranties, tags, manuals, any other accessories
  • Item must be in the same condition as received.
  • If a product is returned to us in an inadequate condition, we reserve the right to send it back to you. (You must pay the shipping fee associated with returning the product.)

If you are returning your product for any of the reasons listed here, once we have received your product and it has undergone quality control (1-2 working days). If your product is eligible for a refund, the shipping fee will be refunded along with the amount paid for your return item.

We will not give you another product for your product and we will refund you money.

If your make a request. We will credit your previous product refund to your Rio Wallet account. Then the same previous product or another product can be purchased with the same amount.

 

How do I return my item?

You can easily process your order return by following these simple steps.

Initiate return for Received items

1. Go to my Account

2. Under “My Orders“, click.

3. Go to the relevant order.

4. Click on “Return/ Refund“

5. Fill out the following required details in the Order return form and Submit.

  • Return Reason Add – (Defective/ damaged/ missing components/ wrong item/wrong size/ doesn’t fit etc.)
  • Upload images – Provide 5 images as  proof to understand the returned reason (Image size should be below 4MB)
  • Comments – Clearly state the cause for the return
  • Submit Request
How can I make an exchange instead of a return?

We’re sorry, but item exchanges are not currently supported. However, you may place a new order before or after receiving a refund, since the return order and the new order are independent processes.