Last updated September 12, 2024
At RIAJN, we are committed to ensuring the satisfaction of our customers. This Refund Policy outlines our protocols and procedures regarding refunds, ensuring a transparent and fair process for all our customers.
Please note that this policy applies to all purchases made through our website, https://riajn.com. We encourage our customers to read this policy thoroughly to understand their rights and our obligations. This will help facilitate a smooth and frictionless refund process, should the need arise.
We understand that every situation is unique, and we are dedicated to handling each case with the attention and care it deserves. If you have any questions or concerns about this policy, please do not hesitate to contact our Customer Care team.
RETURNS
Due to the nature of our products and to ensure the safety and quality of all items, we do not accept returns or exchanges on any opened or used fragrances. To maintain product integrity, the tamper-evident safety seal on the bottle must remain unbroken to qualify for a refund.
Conditions for Return
● Unopened Products: All items must be in their original, unused condition, with the tamper-evident seal intact, and returned in their original packaging with all labels and tags attached.
● Broken or Defective Items: In the unfortunate event that your order arrives damaged or defective, or if you receive the wrong items or experience any shortages, please contact our Customer Care team immediately. We are committed to resolving such issues as quickly as possible, and we will arrange for a replacement to be sent.
Reporting and Timeframes
● 30-day Reporting Period: All claims regarding defects, incorrect items, shortages, or damaged products must be reported within 30 days of receiving your order.
● After the 30-Day Period: Any requests for returns, refunds, exchanges, or compensations made after this 30-day period will not be accepted. It is essential to inspect your items immediately upon delivery and notify us of any issues within this timeframe.
Important Notes
● Replacement: If your claim is valid, we will offer a replacement for the defective or damaged product. Refunds are only offered in cases where a replacement is not feasible.
● Non-Returnable Products: Products that have been used, or have had their tamper-evident seals broken, are non-returnable and non-refundable. This policy is in place to ensure that all our customers receive only the highest quality, untampered products.
Additionally, the following items are also non-returnable:
● Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or return.
● Original Packaging: Returns must include all original packaging, price tags, labels, and accessories. Items returned without these, or with damaged packaging, will not be accepted.
● Altered Serial Number: Products with defaced or altered serial numbers are not eligible for return or refund.
● Intentional Damage: Products that have been intentionally damaged, or otherwise destroyed, are not eligible for return.
● Free or Complimentary Products: Return or replacement requests for items that were free or complimentary are not accepted.
● Fragrance Sets and Bundles: We cannot accept individual products from fragrance sets or bundles. The entire set must be returned for a refund.
● Mixed or Blended Products: We do not accept returns on products that have been mixed or blended with other ingredients. Refunds will only be issued for products returned in their original, unaltered form.
● Gift Cards: All gift cards purchased through RIAJN are final sale and non-refundable.
How long will it take for the return process to complete?
We will make sure the return process is as frictionless and fast as possible. As we receive your product for a return, we will process your return within 10 to 14 working days after a thorough inspection of your return. If your return is approved, the refund will be credited to your original payment method.
Please note: Once the refund is processed on our end, your bank or card issuer may take an additional 3-7 business days (or longer, depending on the institution) to credit the refund to your account. If more than 15 business days have passed since we approved the return and you have not received the refund, please contact Customer Care via email or Contact form.
RETURN PROCESS
To return an item, please email Customer Care with your concern, order number, proof of purchase, and photo of the defective product to obtain the return approval. Once approved, place the item securely in its original packaging, and mail your return to the address below in the following format:
RIAJN LLC
Attn: Returns Center
145 East Swedesford Road, Suite 1094
Wayne, PA 19087
United States
RETURN SHIPPING
● Refund of Shipping Fees: In instances where it is determined that there was a legitimate issue with the product, such as a defect in quality or an error in the item shipped, RIAJN will refund the shipping fees incurred by the customer. In all other cases, the customer will be responsible for the return shipment cost. Additionally, we will provide the customer with a prepaid shipping label to mail those items to our returns center and a return postage fee of $8.00 (plus applicable taxes) will be deducted from their refund.
Note: We advise you to securely pack your return. Items returned broken due to insufficient packing will not be refunded. RIAJN will not be responsible for damage or loss that occurs to goods during return shipping.
● Requirement for Return Confirmation: Please do not mail your return package without receiving confirmation from us. Returning an item without prior confirmation may result in the rejection of your return request. In such cases, no refund or replacement will be provided.
DISCLAIMER: THE COMPANY HAS A DEDICATED TEAM THAT WILL CHECK THE RETURNED PRODUCTS AND THEIR DECISION ON YOUR REQUEST WILL BE FINAL TO ACCEPT OR REJECT. WE MAY REJECT THE RETURNED PRODUCT IF THERE IS DAMAGE TO THE PRODUCT OTHER THAN WHAT WAS TOLD OR IF FOUND THE PRODUCT IS TO BE USED OR TAMPERED WITH. IF A RETURNED PRODUCT IS REJECTED, NO EXCHANGE OR REFUND WILL BE ISSUED TO THE CUSTOMER, AND THE CUSTOMER MAY CHOOSE TO HAVE THE PRODUCT SHIPPED BACK TO THEM AT THEIR OWN COST.
REPEATED RETURN REQUESTS
● We reserve the right to impose such charges as is necessary to reimburse the expense of delivery if we observe that you have a transactional history of repeated returns.
● We also reserve a right to make the products ineligible for return or exchange, if we observe a transactional history of repeated returns.
EXCHANGES
We are unable to honor requests for product exchanges. If you would like to obtain a different product, the quickest way is to return the item you wish to exchange. Once the return is accepted, you can make a separate purchase for the new product. This ensures a smooth and efficient process for obtaining the desired item.
CANCELLATIONS
Immediate Order Processing and Cancellation Limitations
Your shopping experience is our top priority. Please note that cancellations are only possible if the product has not yet been prepared for shipment. This ensures that we can process and ship your items as efficiently as possible. If you have any concerns or issues with your order, please contact our Customer Care team for assistance, and we will do our best to address any problems promptly.
Cancellation from Our End
We do our best to ensure all orders are processed smoothly, but sometimes situations arise that might lead us to cancel an order. These situations include:
● Unavailability of Product/Service: Occasionally, a product or service may become unavailable after you've placed an order. If this happens, we'll inform you as soon as possible and offer a full refund or suggest alternative options that might interest you.
● Non-compliance with Terms of Service: We uphold our Terms of Service and if an order doesn't align with these or with applicable laws, we reserve the right to cancel it.
● Suspicion of Fraudulent Activity: Your security is crucial to us. If we suspect any fraudulent activity or unauthorized use of payment information, we'll cancel the order to protect both you and our platform.
Should we need to cancel your order for any reason, we’ll reach out to you using the contact information you provided when placing the order. Any refunds due will be processed back to the original payment method you used for the purchase.
CHANGES TO THIS POLICY
RIAJN reserves the right to modify this refund policy at any time. We will provide notice of any changes by posting the updated policy on this website and updating the "Last updated" date at the top of this page.
CONTACT US
If you have any questions concerning our return and refund policy, please contact us via chat, contact form, or email at: customercare@riajn.com.
