Refund Policy / Terms & Conditions
Our Promise
We want you to be delighted with your Riversol experience. We understand that everyone's skin is different, and our products may not work for everyone. That's why we offer a 60-day money-back guarantee and hassle-free returns on your first full-product order.
60-Day Money-Back Guarantee
If you're not satisfied with your first full-product purchase for any reason, simply return it within 60 days of the delivery date for a full refund.
How to Return an Item
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Initiate your return: Visit our website and use one of our automated return options to submit your return request to our Customer Service team. Otherwise, you can contact Customer Service directly at info@riversol.com or from Mon- Fri 5 a.m.- 5 p.m. and Saturdays 8 a.m. – 4 p.m. PST at 1.866.774.8377.
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Pack your return: If possible, please reuse your original Riversol shipping boxes—it helps with our sustainability goals—but you can also reuse any shippable box you have on hand.
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Ship your return: Customer Service may be able to generate a complementary return label with either Canada Post or USPS. However, you can also return the products at your discretion through your preferred shipper. Riversol will not refund the shipping costs you incur during your return.
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Notification of your return/refund: When we receive your return and process your refund, you will receive an email notification.
Refunds
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Refunds will be processed within 48 hours of receiving your returned item(s).
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A credit will automatically be applied to your original method of payment.
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Original shipping costs are refundable for incorrect, damaged, or expired products. For other returns, the original shipping cost is non-refundable.
Orders Beyond 60 Days
After 60 days, our customer service team will review your request on a case-by-case basis. Our team will work with you to find a fair solution, whether that means Riversol Rewards points, store credit, product exchange or partial refund.
Allergic Reactions and Skin Irritation
We understand that allergies can sometimes take a few weeks to appear. If you experience a reaction to one of our products, please contact us within 30 days of the delivery date. We'll work with you to find the cause of the reaction and explore a reasonable solution, which may include (but is not limited to) a partial refund, exchange or store credit.Â
Repeat Purchases
For repeat customers who experience issues with a product, we offer full or partial refunds, depending on the nature of the problem and whether the product was used. Please contact our Customer Service team within thirty days of your order to discuss your situation.Â
Damaged or Missing Items
All our tracked packages are insured. If your order arrives damaged or is misdelivered, please contact us immediately. We will file a shipping insurance claim, and upon a successful outcome of our claim, we will either reship your order or provide a full refund.
Exceptions
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Free samples and promotional items are not eligible for returns. Please share them with your loved ones!
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We do not accept returns on items purchased from other retailers. We only accept returns for items purchased from our online channel or through our Riversol Showroom.Â
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We have several promotions throughout the year, and you may have purchased an item just before we announced our latest promotional discount or just after our promotion ended. Unfortunately, we cannot offer a refund, but we will ensure you are added to our email list for upcoming promotions!
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We do not provide refunds for gift card purchases.
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If you want to sample one of our premium products before purchasing, we encourage adding a premium sample to your next order.
Tracking Information
Customers will receive an online tracking number from upon dispatch of full size orders to monitor the shipment's progress and stay up to speed with the most recent developments. Orders that have been dispatched cannot be cancelled. We welcome cancellations at any stage before your purchase has been shipped.
Sample Kits
Sample kits are limited to one per person. Any orders which exceed this limit will be cancelled and shipping refunded in full. If you have questions regarding our products or would like to place an order for a friend / family, please call us at 1.866.774.8377.
Our Text Messaging Terms
By signing up for Riversol texts, you’re agreeing to get updates from us. How often? It can vary, but never more than necessary. And if any concerns arise, we kindly ask they be resolved one-on-one with us through a private process called arbitration (not in group legal action). These terms apply just to our texts and won’t change anything else about how we communicate or handle your information.