REFUND AND RETURN POLICY

Returns and Cancellations

Can I return my order?

Yes, you can.

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

To ensure a return is accepted, the following conditions must be met:

  • The item must be in the same condition as when received, including all parts, components, and original packaging.
  • Normal wear and tear is acceptable, unless damage was caused by improper use.
  • Items with hygienic relevance (e.g., socks, underwear) must be unused and unopened before return.
  • The item was defective upon receipt.

A return will be processed within 7 business days. If the conditions are met, the return will be officially confirmed and accepted.

We reserve the right to reject returns if items are clearly used or damaged beyond our responsibility.

How to return your order

If your order meets the above conditions, please follow these steps:

  • Send an email to support@rileyvancouver.ca.
  • Include the following details:
    • Order number
    • Reason for return
    • Photo of the item (if damaged)
    • Full name
    • Address

Once we have reviewed your request, we will provide you with the correct return address.

Please do not send returns to the sender's address. The customer is responsible for the return shipping costs unless the item was defective or incorrectly delivered.

Refund

Once your return has been received and inspected, the refund will be processed within 7–14 business days.
The refund will be issued via the original payment method unless otherwise agreed.
Shipping costs will not be refunded unless the item was defective or did not match the description.

Cancellations

You can cancel your order within 12 hours of order completion and receive a full refund.
As we work with an automated system, orders are processed immediately after this period. Cancellations are no longer possible. In this case, you can return the item after receiving it.

To exercise the right of withdrawal, please send us a clear statement via email at support@rileyvancouver.ca.

Return shipping costs after the 12-hour window are the responsibility of the customer.

Orders in Transit

Since our items are shipped directly by our international partners, delivery may take longer. Once the order has been shipped, cancellation is no longer possible. Please wait until the item is delivered and then return it.

Incorrect Address Information

It is the customer’s responsibility to provide correct shipping details at checkout. We are not liable for lost or delayed shipments due to incorrect address details. If delivery is not possible, the incurred shipping costs will be deducted from the refund. A handling fee of up to 15% of the order value may also apply.

If you wish to have the order reshipped after correcting the address, you will be responsible for the additional shipping costs and any fees.

Uncollected or Refused Packages

If a delivery is not collected or is refused by the customer, it will automatically be returned to us. In this case, 15% of the order value will be deducted from the refund as administrative and return shipping fees.

Conditions at a glance

  • Return period: 30 days from receipt
  • Processing: Refund within 7 business days after review
  • Refund: Exclusively to the original payment method
  • Exceptions: Personalized or opened hygiene items are excluded from return
  • Return address: All returns are sent to our partner warehouse abroad. The average return shipping cost is approximately 18–30 CAD (depending on the shipping provider).

Contact

Riley Vancouver
Email: support@rileyvancouver.com
Customer Service Hours: Monday to Friday, 8:00 AM – 4:00 PM (PST)
We strive to respond to all inquiries within 24 hours.