At Rivly, we want every shopping experience to be easy, fair, and enjoyable. We understand that sometimes a product just doesn’t work out — and that’s okay. Our return process is designed to be fast, transparent, and fair for both customers and sellers.
Return Window
Most items can be returned within 30 calendar days from the date of delivery.
- Holiday Extension: Items delivered in November or December can be returned through January 31 to make holiday shopping stress-free.
- After the return window has passed, returns will no longer be accepted unless otherwise required.
Return Types
There are three types of returns on our marketplace:
- Returnable Items
- Customers can initiate a return through their account, print a pre-paid shipping label, or use a QR code at a designated carrier location.
- Refunds are processed automatically once the return package is scanned by the carrier.
- Generally, we ask that returned items be in new, sellable condition with all original tags, packaging, and accessories intact. However, exceptions are made for items received damaged or defective, or when keeping the original condition isn't practical where we may accept gently used returns (e.g. beauty products).
- Returnless Refunds
- In some cases, you may receive a refund without sending the item back. This may apply to certain low-cost, damaged, or defective products as determined by the seller or marketplace.
- Unreturnable Items
- Certain products are non-returnable due to health, safety, or product integrity reasons. Examples include but are not limited to:
- Food, grocery and perishable items for humans and animals
- Dietary supplements or other ingestible products
- Some personal care or health products (including sex toys & vibrators)
- Software
- Custom or personalized items
- Hazardous materials
- Gift cards
- However, note that if these items arrive defective, damaged, or incorrect, you may still qualify for a full refund. If this is the case, please reach out to the seller for available options.
- Certain products are non-returnable due to health, safety, or product integrity reasons. Examples include but are not limited to:
How to Start a Return
- Go to your Orders & Returns page in your account.
- Locate the item, click to See more options then Return items.
- Choose your reason for return and follow the on-screen steps to receive either:
- A pre-paid shipping label, or
- A QR code to be scanned at a nearby UPS shipping store.
- Pack the item securely (preferably in its original packaging) and drop it off within the return window.
No Return Authorization Needed
All returns are automatically authorized — no need to wait for seller approval. We simply ask that customers:
- Provide an honest return reason and a brief explanation (including photos if applicable) which is shared with the seller to help improve the experience.
- Avoid misuse of the return system to ensure fairness for all shoppers and sellers.
Refunds
Refunds are issued to your original payment method once the returned item package has been scanned by the carrier (depending on the return type).
Note that if we do receive your items and they are not the correct ones for the return, are not in the correct quantity, or not in new and sellable condition, we may partially/fully charge your card for the refunded amount.
Please allow 5–10 business days for the refund to appear on your account after processing.
Return Shipping
Our Rivly sellers are generously covering the cost of all returns by offering free return shipping to the shopper through pre-paid labels (and no restocking fees). All they ask in return is for shoppers to be honest about their return reasons and provide helpful feedback to improve their products.
Seller-Enabled Returns
Sellers may, at their discretion, enable returns for items that are normally non-returnable or outside the standard return window by activating a 7-day return window for the shopper.
Return Abuse
We strive to keep our marketplace fair for both buyers and sellers. Shoppers who engage in excessive or abusive return activity may face account restrictions or permanent removal from the platform.
If a seller believes a return was made in error, violating the rules, or in bad faith, they can report the issue to our team for review.
Our Commitment
Our community is built on trust and transparency. We’re proud to work with small businesses and independent sellers who stand behind their products and want you to be completely satisfied.
If you have questions or issues with a product, we encourage you to contact the seller first for the fastest resolution — they’re often able to assist quickly and personally.