Returns and Right of Withdrawal

Effective from: 1 August 2026 · Last updated: 1 August 2026

1. Introduction — the zero-stress principle

Not everything always fits. We get that. So if for any reason you are not happy with your order, you can return it within 14 days — no awkward questions, no explanations needed. Your right, your convenience.

Below you will find everything you need to know to make the return process quick and easy.

2. You have 14 days — no reason required

If you are a Consumer (buying as a private individual, not for business), you have the right to withdraw from a distance contract within 14 calendar days from the day on which:

• you received the product, or
• a third party (e.g. a neighbour, family member) indicated by you received the product.

The deadline is met if you send your withdrawal statement before the 14-day period expires.

3. How to return a product — step by step

Step 1: Notify us of your return

Fill out the form below or send an email to contact@rillandriver.com with the subject line "RETURN — order number". Please include:

• order number,
• full name,
• email address,
• which products you are returning,
• reason for return (optional, but it helps us improve).

Step 2: Receive confirmation

Within 1–2 business days you will receive an email confirming that your request has been accepted, along with return instructions (return label or address).

Step 3: Pack the product

• Make sure the product is clean, unworn and unwashed.
• Leave all tags and manufacturer labels attached — do not cut them off.
• Pack it in the original packaging or another secure box/bag.
• Include a printed copy of the order confirmation or a note with the order number.

Step 4: Ship the parcel

Send the parcel to the address provided. Keep your proof of postage (tracking number) — this is your evidence that the product is on its way back to us.

Step 5: Receive your refund

As soon as we receive and inspect the returned product, we will issue your refund. Details in Section 7.

4. Model withdrawal form

You can also send this statement by email — just make sure it contains all the information above.

5. Return address

Please send returns to:

Important: We do not accept cash-on-delivery (COD) parcels. Please send returns as prepaid shipments only.

6. Return costs — who pays?

The direct cost of returning the product is borne by you as the Consumer. We do not refund return shipping costs unless the returned product is defective or not as ordered (in which case we will refund the full shipping cost).

Estimated return costs within Poland:

• InPost Parcel Locker: approx. PLN 11.99
• Courier (InPost, DPD, DHL): approx. PLN 15–22

For international returns the cost depends on the carrier and the country of dispatch.

7. Refunds — how long does it take?

We will refund all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us).

Refund deadline: No later than 14 calendar days from the day on which we receive your withdrawal statement and the returned product.

Refund method: Bank transfer to the account indicated by you in the return form, or to the same account from which the original payment was made. We use the same payment methods that were used in the original transaction, unless you explicitly agree to a different solution.

8. Condition of the returned product — what is allowed, what is not

You may try the product on as you would in a physical store. However, you are liable for any diminution in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Rules:

• ✅ You may try the product on, check the material and size.
• ✅ Manufacturer labels must remain intact.
• ❌ Do not remove hygiene seals (underwear, socks, swimwear).
• ❌ Do not wash, wear or perfume the product before returning it.
• ❌ Do not return a product with visible signs of use (stains, odours, pilling).

In the event of a decrease in the product's value, we reserve the right to reduce the refund amount by the value of that decrease.

9. Exceptions — when is a return not possible?

By law, the right of withdrawal does not apply to:

• Personalized products — if you ordered a product with individual printing (e.g. your name, photo, unique text prepared specifically for you). You will be clearly informed of this before purchase. The right expires once production has begun.
• Hygiene products in opened packaging — underwear, socks, swimwear, headbands and other products delivered in sealed packaging which cannot be returned for hygiene or health reasons once the seal has been broken. This applies when the hygiene seal has been removed.
• Products damaged by the Customer — if the product has been destroyed, soiled or used beyond normal inspection.

10. Complaints vs. returns — what's the difference?

Not sure which route to choose? Write to contact@rillandriver.com — we'll help you pick the right procedure.

11. Frequently Asked Questions (FAQ)

Q: Can I exchange the product for a different size?

A: We do not operate classic exchanges (every product is made to order). We recommend returning your current order and placing a new one.

Q: What if the return arrives after 14 days?

A: The 14-day deadline refers to sending the withdrawal statement. The product itself must reach us within a reasonable time, usually no later than 14 days from the statement.

Q: Do I need to keep the original packaging?

A: It is not legally required, but it greatly helps with safe transport. The important thing is that the product is properly protected.

Q: How long does the refund take?

A: Usually 3–5 business days from the moment we receive the product. Maximum 14 calendar days.

Q: Can I return only part of my order?

A: Yes. Any number of products from a single order can be returned.

Q: What if I received a defective product?

A: In that case we recommend the complaints procedure (Section 10). Return shipping and delivery costs are guaranteed to be refunded.

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