Refund and Returns Policy

All refund and return requests must be sent to [email protected] within 10 days of the date you received your order to receive timely support from our Customer Service Team.

RETURN & EXCHANGE

Due to hygiene reasons and the fact that our products are made-to-order, we will only exchange or refund items if they meet one of the following conditions:

  1. Significantly different from the description or sample shown to you: Issues such as bad printing quality, misplaced, distorted, faded, or unclear patterns.
  2. Damaged or defective items: Caused by our factory or the carrier.
  3. Wrong order or incomplete order: If the item received is not what you ordered, such as the wrong size, color, or missing parts of the order.
  4. Lost during transit: If your package is confirmed as lost.
  5. Other production/system/carrier errors: Errors caused by our manufacturing, systems, or shipping process.

To request a return or exchange, please contact our Customer Service Team at [email protected], including the following information:

  • Order number
  • Video or photo of the faulty product and shipping label (required)

Items should be photographed on a flat surface, with the tag and defect clearly visible. Photos must show the defective detail or damaged area of the item. If the issue involves print size or placement, include a measuring tape, stick, or ruler in the photo. Upon verification, we will send you a replacement at no additional cost. You will not need to return the defective item. Replacement shipping times will match the standard shipping times for new orders.

SHIPPING

If we request that you return an item, please follow these instructions:

  1. Return method: By mail.
  2. Return shipping address: 107 Westbrook St, Troy, TN 38260, United States.
  3. Customer responsibility: Customers are responsible for shipping costs on returns. Shipping, handling, taxes, and any additional service costs are nonrefundable.
  4. Condition of return:
    • The item must be in the same condition as you received it: unworn, unused, with tags, and in its original packaging.
    • Unqualified returns will not be eligible for a refund or replacement, and the item will be forfeited.

Important: If you choose to return your order without consulting our Customer Service Team or if the return does not meet our requirements, it will not be eligible for a refund or replacement, and the item will be forfeited. Please contact us for further instructions before returning any item.

REFUND POLICY

1. Eligibility for Refunds:

We will issue a full refund or send a replacement if your order meets one of the following conditions:

  • Your order has been canceled according to our Cancellation Policy.
  • Your product did not arrive within 30 business days from the order date.
  • Printed products are defective, blurred, or unclear.
  • You received the wrong item, size, or color.
  • Your product has a defect or damage caused by our production/system/carrier.
  • Your package was lost in transit.

To request a refund, please contact [email protected] with the following information:

  • Order number
  • Video or photo of the faulty product and shipping label (required)

Items should be photographed on a flat surface, with the tag and defect clearly visible. Photos must show the defective detail or damaged area. If the issue involves print size or placement, include a measuring tape, stick, or ruler in the photos. Once verified, we will process a replacement or refund.

2. Refund Process:

After confirming eligibility via email, your refund will be processed within 7 business days. Refunds will be issued to your original payment method. Processing times may vary depending on your card issuer’s policies. If you have questions regarding refunds, please contact [email protected] before filing a claim with your bank.

3. Refund Exceptions:

We DO NOT accept returns or process refunds in the following cases:

  • The item(s) was printed as ordered, but you changed your mind. As all products are made-to-order, returns due to preference changes cannot be accepted.
  • The return request was not approved by our Customer Service Team prior to the item(s) being sent back.
  • The item(s) have been altered, used, washed, or do not have original tags.
  • The return is due to a customer’s error (e.g., wrong size, design, color, or shipping address). Please review your order carefully before checkout.
  • The item(s) was purchased during a promotion or with a discount code.
  • Claims for late delivery filed more than 60 business days after the order date.

Note: Ensure to contact us immediately if your order is delayed or has issues to avoid rejection of claims.

Riochristian reserves the right to reject any case that does not meet the above-stated requirements. For any further questions, please reach out to us at [email protected].