Returns & Refunds

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

To be eligible for a refund, you must return the product within 15 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

The following items cannot be returned or exchanged:

• Digital Items
• Personalized Items

The shipping fee is repaid along with the amount paid for the returned product. The payment will be refunded according to the refund method you selected while initiating the return form.

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:

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

• Return due to damaged, defective or expired item

• Return due to incorrect, not as advertised or counterfeit item

• Return due to incorrect size of the item

• Return due to missing items, freebies, or accessories

• 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 2-5 business days, varying with different banks, for buyers to receive the refund after the refund is successfully processed by Riocaft.
• You may  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.

Step 1. Please check if it has been 5 business days after refund is successfully processed by Riocaft. If not, please kindly wait. Normally, it will be received by you within 2-5 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 6 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:

• 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.

• 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.