RETURN & EXCHANGE POLICY
Effective Date: 11 September 2026
Brand: RIVIKA
Legal Entity: SAR Enterprises
At RIVIKA, we want every outfit you receive to make you feel happy, confident, and excited to wear it.
We understand that shopping for clothing online can sometimes be challenging. The fit may not feel quite right, the colour may look slightly different on your screen, or you may simply change your mind after receiving your order.
That is why we have designed our Return & Exchange Policy to be simple, fair, and customer-friendly.
Our Promise
If something isn’t right with your RIVIKA order, please reach out to us. We will always try our best to find a fair solution.
⸻
1. ELIGIBILITY FOR RETURN OR EXCHANGE
You may request a return or exchange if:
* You received a wrong product;
* You received a damaged or defective product;
* The product has a manufacturing defect;
* The product received is different from what you ordered;
* The size does not fit and the product is eligible for size exchange; or
* You have another genuine concern regarding your purchase.
For eligible products, the return/exchange request should generally be raised within 7 days of delivery.
The product must normally be:
* Unworn;
* Unwashed;
* Unaltered;
* Free from stains, makeup, perfume, deodorant, or other marks;
* In its original condition;
* With the original tags/labels attached; and
* Accompanied by the original packaging, wherever applicable.
However, please do not hesitate to contact us even if you are unsure whether your issue qualifies. We will review the situation and try to help.
⸻
2. OUR CUSTOMER-FIRST APPROACH
We don’t want our return policy to feel like a list of obstacles.
If you have received a product and something doesn’t feel right, simply contact us and explain the issue.
Our customer support team will review your request fairly.
Depending on the circumstances, we may offer:
* A size exchange;
* A replacement;
* A return and refund;
* Store credit; or
* Another reasonable solution.
Our goal is not simply to follow a policy — our goal is to leave you happy with your RIVIKA experience.
⸻
3. SIZE EXCHANGE
We understand that finding the perfect size online isn’t always easy.
If the size you ordered does not fit, you may request an exchange for another available size, subject to stock availability.
Size Exchange Conditions
The product must:
* Be unworn;
* Be unwashed;
* Have all original tags/labels attached;
* Be free from stains, odour, makeup, perfume, or damage; and
* Be returned in acceptable original condition.
If the requested replacement size is unavailable, we may offer another suitable resolution, such as a refund or store credit, depending on the circumstances and applicable terms.
Please check our size guide before placing an order. If you are unsure about your size, our customer support team will be happy to assist you.
⸻
4. WRONG PRODUCT RECEIVED
If you receive a product different from the one you ordered, please contact us as soon as possible.
We will investigate the issue and, where the mistake is on our side, arrange an appropriate resolution.
This may include:
* Replacement with the correct product; or
* Return and refund, where appropriate.
You should not have to bear the cost of correcting an error made by us.
⸻
5. DAMAGED OR DEFECTIVE PRODUCT
Every RIVIKA product goes through our quality-check process before dispatch.
However, if your product arrives damaged or has a genuine manufacturing defect, please contact us promptly.
We may request photographs or videos showing:
* The product;
* The damaged/defective area;
* The product tag/label; and
* The outer packaging/shipping label.
Where appropriate, we may arrange a replacement, exchange, refund, or another suitable resolution.
⸻
6. UNBOXING VIDEO
We strongly recommend recording a continuous unboxing video when opening your RIVIKA package.
An unboxing video can help us quickly verify issues involving:
* Missing products;
* Wrong products;
* Damage;
* Tampering; or
* Packaging-related concerns.
However, the absence of an unboxing video does not automatically mean that your genuine complaint will be rejected.
We will consider each case fairly based on the information available.
⸻
7. PRODUCTS THAT CANNOT BE RETURNED OR EXCHANGED
For hygiene, safety, product-condition, or commercial reasons, certain products may be marked as Non-Returnable / Non-Exchangeable on the product page or at checkout.
Such products may include certain specially designated items, intimate products, accessories, personalised products, or products specifically identified as non-returnable.
If a product has special return/exchange conditions, those conditions will be communicated to you before purchase wherever reasonably possible.
This restriction will not affect your rights regarding products that are defective, damaged, incorrect, or otherwise covered by applicable consumer law.
⸻
8. SALE & DISCOUNTED PRODUCTS
Products purchased during a sale, promotional campaign, clearance event, or using a discount code may have specific return or exchange conditions.
Any special conditions applicable to such products will be clearly communicated on the product page, offer terms, or checkout page.
Even where a promotional product is non-returnable, genuine issues such as receiving a wrong, damaged, or defective product will be reviewed and addressed appropriately.
⸻
9. HOW TO REQUEST A RETURN OR EXCHANGE
To request a return or exchange, please contact RIVIKA Customer Support using the official contact details provided on our website.
Please provide:
1. Your order number;
2. Name used for the order;
3. Registered mobile number or email address;
4. Product name;
5. Reason for return/exchange; and
6. Photographs or videos, where relevant.
Our team may ask for additional information if necessary to understand the issue.
Once your request is reviewed and approved, we will provide instructions for the next steps.
⸻
10. RETURN PICKUP
Where return pickup is available, RIVIKA or its logistics partner may arrange collection from the original delivery address.
The availability of return pickup may depend on:
* Customer PIN code;
* Courier serviceability;
* Product type;
* Logistics availability; and
* Other operational factors.
If pickup is not available in your location, we may provide alternative return instructions.
⸻
11. RETURN SHIPPING CHARGES
If the issue is from our side
If you received:
* A wrong product;
* A damaged product;
* A defective product; or
* A product different from what you ordered,
RIVIKA will make reasonable efforts to arrange the appropriate return/replacement process without placing the burden of the error on the customer, subject to verification.
If the customer requests a size exchange or change of mind
Where an exchange or return is requested because of size preference, change of mind, or another customer-related reason, applicable shipping or return charges may apply.
Any such charges will be communicated before the return/exchange is processed.
⸻
12. CONDITION OF RETURNED PRODUCTS
To protect the interests of all customers, returned products must be received in an acceptable condition.
Products may be rejected for return/exchange if they show evidence of:
* Wearing;
* Washing;
* Alteration;
* Staining;
* Strong perfume/deodorant smell;
* Makeup marks;
* Damage caused after delivery;
* Missing or deliberately removed tags; or
* Any other condition that materially affects the product’s ability to be resold.
Normal inspection of a garment for fit and appearance is not considered wearing.
⸻
13. QUALITY CHECK AFTER RETURN
Once a returned product reaches us, it may undergo a quality inspection.
This inspection helps us determine whether:
* The product is eligible for return/exchange;
* The product was returned in the required condition;
* There is a manufacturing defect; or
* The product has been damaged after delivery.
We aim to complete the inspection as promptly as reasonably possible.
⸻
14. REFUNDS
If your return is approved and a refund is applicable, the refund will generally be processed after the returned product has been received and successfully verified.
Refunds will normally be made to the original payment method or through another appropriate method permitted by our payment and order-processing systems.
Depending on the payment provider or bank, the amount may take additional time to appear in your account.
The actual time taken for the credit to reflect may vary by bank, card issuer, payment gateway, or financial institution.
⸻
15. REFUND OF SHIPPING CHARGES
Where the return is due to an error attributable to RIVIKA, such as sending an incorrect product or a product with a verified manufacturing defect, applicable shipping charges will be considered for refund/reimbursement as appropriate.
For customer-requested returns or exchanges, shipping charges may not be refundable unless otherwise stated.
⸻
16. STORE CREDIT
In certain situations, RIVIKA may offer store credit as an alternative to a refund.
Store credit may be provided where:
* The customer prefers store credit;
* A replacement product is unavailable;
* A refund is not the most suitable resolution; or
* A promotional order has specific store-credit terms.
Any applicable store-credit validity and conditions will be communicated to the customer.
⸻
17. EXCHANGE AVAILABILITY
Exchanges are subject to product and size availability.
If the requested size or replacement product is unavailable, we may offer:
* Another available size;
* An alternative product, where mutually agreed;
* Store credit; or
* Refund, where applicable.
We will try to provide the solution that is most convenient and reasonable for the customer.
⸻
18. PRICE DIFFERENCE ON EXCHANGE
If an exchange involves a product with a different selling price, the applicable price difference may need to be settled by the customer or refunded/adjusted by RIVIKA, depending on the direction of the price difference and the applicable offer terms.
Any adjustment will be communicated before processing the exchange.
⸻
19. MULTIPLE PRODUCTS IN ONE ORDER
If your order contains multiple products, you may be able to return or exchange an individual eligible product rather than the entire order.
Please contact Customer Support with the details of the specific product you wish to return or exchange.
⸻
20. RETURN AFTER DELIVERY DELAY
A delay in delivery does not by itself make a product eligible for return outside the applicable return period.
However, if the delay causes a genuine issue or the order is delivered in an unacceptable condition, please contact us. We will review the circumstances and try to provide a fair solution.
⸻
21. FAILED RETURN PICKUP
If a scheduled return pickup is unsuccessful because the customer was unavailable or the product was not ready for collection, another pickup attempt may be arranged where feasible.
Repeated failed pickup attempts may require the customer to follow an alternative return process.
⸻
22. FRAUDULENT OR ABUSIVE RETURN REQUESTS
RIVIKA is committed to being customer-friendly, but we also need to protect our customers and business from misuse of the return system.
We may decline or restrict a return/exchange request where there is reasonable evidence of:
* Product misuse;
* Intentional damage;
* Repeated fraudulent claims;
* Returning a different product;
* Missing or swapped products;
* Manipulation of tags or packaging; or
* Other abusive or fraudulent activity.
Any such decision will be based on the circumstances of the individual case.
⸻
23. CUSTOMER SATISFACTION
At RIVIKA, we believe that a customer’s relationship with our brand should not end with a purchase.
If you are unhappy with your order or have a genuine concern, please talk to us before assuming that nothing can be done.
Our team will make reasonable efforts to understand your concern and find a fair solution.
Your satisfaction matters to us.
⸻
24. OUR RIGHT TO REVIEW EXCEPTIONAL CASES
We understand that not every situation can be covered by a standard policy.
In exceptional circumstances, RIVIKA may review an individual case and, at its reasonable discretion, provide an alternative solution in the interest of customer satisfaction.
Any such goodwill resolution will be considered on a case-by-case basis and does not automatically create a precedent for future orders.
⸻
25. CONSUMER RIGHTS
Nothing in this Return & Exchange Policy is intended to take away or restrict any rights or remedies available to customers under applicable Indian consumer protection laws.
Where applicable, statutory consumer rights will continue to apply.
⸻
26. POLICY UPDATES
RIVIKA may update this Return & Exchange Policy from time to time to reflect changes in our products, services, business practices, logistics arrangements, or applicable laws.
The latest version will always be published on the RIVIKA website with the applicable effective date.
⸻
27. CONTACT US
For any return, exchange, refund, product-quality, or order-related concern, please contact RIVIKA Customer Support through the official contact details available on our website.
Please keep your order number ready so that we can assist you quickly.
⸻
OUR PROMISE TO YOU
We want you to love what you receive from RIVIKA.
If something isn’t right, don’t worry.
Tell us. We’ll listen. We’ll review it fairly. And we’ll do our best to make it right.
Because for us, RIVIKA is not just about selling clothes — it’s about creating a shopping experience you feel happy coming back to.
RIVIKA
A brand of SAR Enterprises
Wear Your Whimsy.