Returns and Refund Policy

RIORI is a trading name of JNPR CO LTD. We hope you are pleased with your order, but if you change your mind or experience a problem with an item, please contact us at support@riori.co before returning anything.

1. Where this policy applies

This policy applies to orders delivered to:

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, the Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, the United Arab Emirates, the United Kingdom and the United States.

Mandatory consumer rights may vary between countries. Nothing in this policy excludes or restricts rights that cannot legally be excluded.

2. Our 30-day return policy

We accept returns of both defective and non-defective products.

For change-of-mind returns, you must contact us within 30 days of receiving your order. Returns are accepted by mail only and must be sent according to the instructions and deadline provided by our support team.

To qualify for a change-of-mind return, an item must be:

• New, unworn and unused
• In its original condition
• Returned with its original packaging and included accessories
• Free from marks, scratches, damage, alterations, odours or other signs of wear
• Accompanied by proof of purchase or the relevant order number

You may briefly try an item on to assess its appearance or fit, provided it remains new and resaleable. Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the item.

These conditions do not restrict your rights when an item is faulty, damaged, incorrect or not as described.

3. How to start a return

Before sending anything back, email support@riori.co with:

• Your full name
• Your order number
• The item you wish to return
• The reason for the return
• Clear photographs or video if the item is faulty, damaged or incorrect

If your return is accepted, we will provide the correct return address and instructions by email.

Do not return products to our registered office, correspondence address or the address printed on your parcel unless we specifically instruct you to do so. Unauthorised returns or products sent to an incorrect address may be delayed or may not reach our returns facility.

4. Return postage

For change-of-mind returns:

• You are responsible for arranging and paying for return postage
• RIORI does not provide a prepaid return label
• We recommend using a tracked service and retaining your proof of postage
• You are responsible for the return parcel until it reaches the address we provide

If an item is faulty, damaged, incorrect or not as described, RIORI will provide an appropriate return method or reimburse reasonable return-postage costs. Please contact us before paying to return such an item.

5. Exchanges

We accept exchange requests made within 30 days of delivery, subject to availability.

Items returned for a change-of-mind exchange must be new, unworn, unused and in their original condition and packaging. Customers are responsible for the cost of returning non-defective items for exchange.

If the requested replacement is unavailable, we will offer a suitable alternative or issue a refund to the original payment method.

Where an exchange is required because an item is faulty, damaged, incorrect or not as described, RIORI will cover reasonable return costs.

6. Faulty, damaged or incorrect items

Please inspect your order after delivery. If an item is faulty, damaged, incorrect or not as described, contact support@riori.co as soon as possible.

Include your order number and clear photographs or video showing the issue. Once assessed, we may offer a repair, replacement, exchange, refund or another appropriate remedy.

Please do not dispose of or return the item until we have provided instructions.

The conditions applying to change-of-mind returns do not restrict legitimate claims concerning faulty, damaged, incorrect or misdescribed products.

7. Non-returnable items

Unless faulty or otherwise required by law, we cannot accept returns of:

• Personalised, engraved, customised or made-to-order products
• Gift cards
• Items materially altered after delivery
• Items returned without their original components
• Items showing wear, misuse or damage occurring after delivery

Please contact us before purchasing if you are unsure whether a particular item can be returned.

8. Refunds

Once your return has arrived, we will inspect it and notify you whether the refund has been approved.

If approved:

• The refund will be issued to your original payment method
• No restocking fee will be charged
• We will process the refund within seven days of receiving and inspecting the return

Your bank, card issuer or payment provider may require additional time to display the refund in your account.

Unless an item is faulty, damaged, incorrect or covered by mandatory consumer rights:

• Change-of-mind return-postage costs are not refundable
• Premium or expedited delivery upgrades are not refundable
• Original standard delivery charges are refunded only where required by applicable law

If more than seven days have passed since we confirmed processing your refund, please contact your payment provider before emailing support@riori.co.

9. Order cancellations

You may request cancellation before dispatch by emailing support@riori.co as soon as possible.

We will make reasonable efforts to cancel the order, but cancellation cannot be guaranteed once processing or dispatch has begun. If your order has already been dispatched, you may request a return after delivery in accordance with this policy and your applicable consumer rights.

10. One-year jewellery guarantee

Every jewellery product purchased directly from RIORI is covered by our voluntary one-year product guarantee.

What is covered

The guarantee covers manufacturing defects in materials or workmanship that arise during normal use, including:

• Clasps, links, joints or fastenings that fail because of a manufacturing defect
• Structural breakage attributable to faulty materials or workmanship
• Coating or finish that deteriorates prematurely because of a manufacturing defect
• Other faults that prevent the jewellery from functioning as reasonably intended

The guarantee applies to necklaces, rings, bracelets, cuffs and other jewellery purchased directly from RIORI.

Guarantee period

The guarantee begins on the date your order is delivered and continues for 12 months. Claims must be submitted before the end of this period.

What is not covered

The guarantee does not cover:

• Loss or theft
• Accidental damage
• Damage caused by misuse, excessive force or improper handling
• Improper storage or failure to follow reasonable care guidance
• Normal wear and tear
• Surface scratches, dents or marks caused through ordinary use
• Natural changes to the appearance of a product over time
• Tarnishing, fading or discolouration caused by perfumes, cosmetics, chlorine, cleaning products or other harsh chemicals
• Damage caused by unauthorised repairs, alterations or modifications
• Damage caused by circumstances unrelated to a manufacturing defect

How to make a claim

To make a guarantee claim, email support@riori.co with:

• Your full name
• Your order number or other proof of purchase
• A description of the fault and when you first noticed it
• Clear photographs or video showing the product and the fault

We may ask for additional photographs, information or for the item to be returned for inspection. Please do not return or dispose of the product until we have provided instructions. Our registered office is not our returns address.

Remedies

If we approve your claim, we will normally repair or replace the item at no charge. The remedy offered will depend on the nature of the fault and product availability.

If a repair or replacement is not reasonably available, we may provide an appropriate alternative or refund. Where a return is required for an accepted guarantee claim, RIORI will provide instructions and cover reasonable return-postage costs.

This guarantee does not promise a refund in every case. Any remedy required under applicable consumer law will remain available regardless of the terms of this voluntary guarantee.

This guarantee is provided in addition to your statutory rights. It does not replace, limit or shorten any rights or remedies available under applicable consumer law.

11. UK consumer rights

UK customers purchasing online generally have a statutory right to cancel eligible orders within 14 days after delivery without providing a reason. After notifying us, customers generally have a further 14 days to return the goods.

Our voluntary 30-day return period provides additional time for eligible returns and does not replace or restrict these legal rights.

Where the statutory cancellation right applies, the refund will include the cost of the least expensive standard delivery method offered by us. Additional amounts paid for premium or expedited delivery are not refundable.

Goods that are faulty, not as described or of unsatisfactory quality may carry separate legal rights to a refund, repair or replacement. These rights are not limited by our 30-day policy or one-year guarantee.

12. International returns

International customers must follow the return and customs instructions provided by our support team. Where appropriate, returned parcels should be clearly declared as “returned goods.”

RIORI is not responsible for customs charges or delays caused by an inaccurate or incomplete return declaration.

13. Contact and company information

For all return, exchange, cancellation, guarantee and refund enquiries, contact:

RIORI
A trading name of JNPR CO LTD
Company number: SC900141
Email: support@riori.co

Registered office:
3F1 Third Floor
3 Hill Street
Edinburgh
EH2 3JP
United Kingdom