REFUND AND RETURN POLICY

Can I return my order?

Yes, you can.

If you are not satisfied with your order, you can return it within 30 days of receipt.

The following conditions must be met for a return to be accepted:
The item must be in the same condition as when received, including all parts, components, and original packaging.
Normal signs of use are acceptable, except for damage caused by improper use.
Items with hygienic relevance (e.g., socks, underwear) must be unused and unopened before return.
The item was damaged upon receipt or has a manufacturing defect.

A return will be processed within 7 business days. If conditions are met, official confirmation and acceptance of the return will follow.

We reserve the right to refuse returns if items are obviously used or damaged outside our responsibility.

How to return your order

Step 1: Send us an email

Send an email to: support@riley-vancouver.com

Please include:

  • Your order number
  • Why do you want to return the item?
  • In case of damage: a photo of the item
  • Your name and address

Step 2: Wait for our reply

We will review your request and then send you the return address. Once your return request is approved, we'll confirm this by email within 7 business days.

Step 3: Return the package

Send the package to the address we provide.

Important: Do not send to the address on the package! (this is the supplier address and returns sent there cannot be processed)

The customer is responsible for the cost of the return shipment.

Return shipping & customs

For returns due to change of mind or exchange, customers are responsible for return shipping costs and any customs duties/fees.

Eligibility for returns

To be eligible for a return, items must be:

  • unworn and unwashed
  • in their original condition, including all parts, components, and original packaging
  • with all tags attached
  • Items with hygienic relevance (e.g., underwear, swimwear liners) must be unused and unopened to be eligible for return.

Returns showing signs of wear, use, or damage may be refused.

Damages & issues

Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect (wrong color/variant), contact us within 30 days at support@riley-vancouver.com so we can resolve it.

If the issue is due to an error on our part (incorrect/defective/damaged item), we will cover the return shipping costs.

Exchanges

The quickest way to receive a different item is to:

  1. request a return for the item you have, and
  2. place a new order once your return is approved.

Order cancellations

You can cancel your order free of charge within 15 minutes of placing it. Since orders are processed automatically, cancellation is no longer possible once this window has passed. To cancel within this window, send us a clear request by email to support@riley-vancouver.com.

Orders already in shipping

Once your order has been shipped, it can no longer be cancelled. Please wait for the package to arrive and return it afterwards if needed, following the return steps above.

Incorrect address information

It is the customer's responsibility to provide complete and correct delivery information. We accept no liability for delayed or undeliverable shipments resulting from incorrect address details. If a shipment cannot be delivered for this reason, the shipping costs incurred will be deducted from your refund. If you'd like the order reshipped after correcting the address, any additional shipping costs will be charged to you.

Uncollected or refused packages

If a delivery is not collected or is refused by the customer, it will be automatically returned to us. In this case, the standard return conditions and any applicable shipping costs apply.

Refunds

Once your return has arrived and been inspected, your refund will be processed within 7-14 business days. Refunds are issued to your original payment method only; shipping costs are non-refundable.

After the refund is issued, it typically takes 7-14 business days for the funds to appear on your statement (depending on your bank/card provider). Please note that processing times can vary.

If more than 14 business days have passed since your return was approved and you haven't received your refund, please contact us at support@riley-vancouver.com.

Conditions at a glance

  • Return period: 30 days from receipt
  • Return processing: confirmation within 7 business days of receiving your return request
  • Refund processing: 7-14 business days after inspection, to original payment method only
  • Cancellation window: 15 minutes after placing the order
  • Exceptions: personalized items and opened/used hygiene products are excluded from returns

Contact Information

  • Brand name: Riley Vancouver
  • Company name: JTJ Commerce LLC
  • Contact address: 30 N Gould St, STE R, Sheridan, WY 82801, USA
  • Email: support@riley-vancouver.com
  • Phone number: +1 825 782 9115
  • Customer service hours: Monday to Friday, 8:00 AM to 6:00 PM (PST)

We strive to respond to all inquiries within 24 hours.