Thirty days to decide

Return & Refund Policy

Last updated: November 12, 2025

Choosing a scent from a screen is never easy, so anything you are not happy with can come back within 30 days of delivery, whatever the reason. There is no restocking fee.

At a glance

Why items must be unused

A candle that has been lit, or a diffuser that has been opened, cannot be sold to anyone else. That is the only reason we ask for unused items. A gift set can be returned whole, or you can return any unused pieces from it.

Starting a return

1. Email us at support@rivvyna.com with your order number and the items you want to return. You do not have to tell us why, although it helps us improve.
2. Wait for our reply. We will confirm the return and the address.
3. Pack it well. Ceramic and glass travel best wrapped in their original box with padding around them. Diffusers and sprays should travel upright with caps tight.
4. Post it to: HANCO POOL & FOUNTAIN ENGINEERING CO. LIMITED, Room M, 16/F, Block 1, Kinho Industrial Building, 14-24 Au Pui Wan Street, Sha Tin, Hong Kong
5. Send us the tracking number so we can follow it.

Please do not send a return without emailing first. A parcel that arrives unannounced takes much longer to match to your order.

A note for spray returns: room and linen sprays contain alcohol and are flammable, so some postal services restrict how they can be sent. Check with your post office before posting. If you cannot send one, tell us and we will work out an alternative with you.

Refunds

Once your return has shipped and you have sent us the tracking number, we process your refund promptly to your original payment method. It can then take your bank a little while, often several business days, before the credit appears. For change-of-mind returns, the postage to send the item back is paid by you. The original Priority Express Shipping charge is refunded when the whole order is returned.

If something arrives broken, faulty or wrong

Ceramic and glass occasionally crack in transit, a pump can fail or a scent can be packed by mistake. Email support@rivvyna.com within 30 days of delivery with your order number and a picture showing what went wrong (and the outer box, if that was damaged). You choose a replacement or your money back, and it costs you nothing. Usually you will not need to send the item back. If a glass item has broken, please wrap it carefully before throwing it away.

Exchanges

To swap one scent for another, send back the first one as a normal return and order the scent you would rather have. Your new choice ships without waiting for the return to arrive.

Questions

Write to support@rivvyna.com. Our customer service email is available 24/7.