Refund policy
Return Policy
We accept returns of eligible items within 14 days of delivery.
Returned items must be unused, in their original condition and packaging. Refunds are issued to the original form of payment within 14 days of receiving the returned item.
Please note: Custom-made or personalized products—including items with engraved text, logos, names, or custom designs—are not eligible for return unless damaged or defective.
Exchanges
We accept exchanges for non-personalized items within 14 days of delivery. Items must be unused and in their original condition. Please contact us before sending an item back so we can issue a Return Merchandise Authorization (RMA) and confirm availability of the replacement item.
Exchange shipping costs are the responsibility of the customer unless the item is defective or the exchange is due to an error on our part.
If you're unsure whether your item qualifies for exchange, feel free to contact us before placing or returning your order.
Custom and Personalized Orders
Every order we produce is crafted with care and reviewed by you before production. Because these items are made-to-order, featuring custom designs, logos, names, or engraved text, they are not eligible for cancellation, return, or exchange once approved, unless they arrive damaged or are produced in error.
This includes:
- Custom or special orders created specifically for your organization
- Personalized items with engraved text, logos, or unique design elements
If you're unsure whether your item qualifies as custom or personalized, please contact us before placing your order—we're happy to help.
Non-Personalized Items – 14-Day Return Window (U.S. Customers)
If you purchase a non-personalized, stock item, you may return it within 14 days of delivery for a full refund (excluding shipping). Returned items must be unused and in their original condition and packaging. Please contact us prior to return to obtain a Return Merchandise Authorization (RMA).
Return shipping is the customer’s responsibility unless the item is defective.
EU Customers – Right of Withdrawal
If you are located in the European Union and purchase a non-customized, non-personalized item, you have the right to cancel your order within 14 days of receipt without providing a reason.
To exercise this right, please contact us at shop@rivannadesigns.com. Customers are responsible for return shipping unless the item is faulty.
We will issue a full refund (including standard shipping costs) within 14 days of receiving the returned item in unused and undamaged condition.
Damaged or Incorrect Items
If your order arrives damaged or contains a production error (such as incorrect engraving), we will make it right at no cost to you.
Please contact us within 5 business days of delivery. We may request photos of the packaging and item to assist with a shipping or production claim. We’ll provide return instructions and ship a corrected replacement as quickly as possible.
Satisfaction Guarantee
We take pride in the quality of our work and stand behind every order. If something isn’t right, we will work with you to resolve it promptly and fairly.
Plate Replacement Option
If the engraving error originated from your submitted text, we may be able to provide a low-cost replacement plate (available on select award types). Please contact us to discuss available options.
Questions?
If you have any questions or concerns about returns, refunds, exchanges, or replacements, please contact us at shop@rivannadesigns.com. We’re here to help.