Customization Policy

Custom Order Refund and Cancellation Policy

Thank you for choosing Rivviv for your custom product. We are committed to providing every customer with a unique, high-quality, personalized experience. 

Due to the nature of custom products, we ask that you carefully review our custom order policy before placing an order to ensure a pleasant shopping experience.

1. Refund and Cancellation Policy for Custom Orders

Once you select a customized product and complete your purchase, your order will move into the preparation and production phases.

Because custom products are made to your specifications, we are unable to offer a full refund once production begins or after any customization work has commenced or been completed.

This approach is consistent with applicable consumer protection regulations, including the EU Consumer Rights Directive on customized goods.

This means:

  • If your custom order is in production, especially if customization work (such as embroidery or design) has already started or is complete, we can no longer resell the product to another customer. Therefore, once the order is completed, we cannot provide a full refund.

  • If you cancel your order during customization, we will charge a portion of the loss to cover the costs of not being able to resell the item.

2. Calculation of Loss Fees

We understand that customer needs may change, and we ensure the fairness of our refund policy:

  • Not yet started: If you cancel the order before customization begins, you will only incur a small service fee (such as design or processing fees).

  • In production but not completed: If customization has already begun (e.g., embroidery or other custom processes), you will be responsible for the costs of work completed to date. Refunds will be calculated based on the progress of customization and associated loss fees.

  • Completed customization: If your custom order is complete and ready for shipment, no refunds are available; only partial refunds may be issued. The specific loss fees will be calculated based on production and craft costs.

Refunds will be subject to any costs incurred for customization, and the final refund amount will vary based on your order specifics (e.g., design work, embroidery, processing fees). Detailed cost breakdowns will be communicated to you during the refund process.

3. Donation Policy

To avoid unnecessary waste, we will donate custom products that cannot be refunded or resold. These items will carry your design story and style:

  • All custom products that cannot be returned or resold will be donated to those in need or to community organizations.

We ensure these items provide warmth and utility to those who need them, and they will continue to tell the story behind your design, helping those in need in their daily lives.

Through donations, we aim to spread warmth and care to those in need while fulfilling our brand's social responsibility.

For more related details, please read Rivviv's donation policy.

4. Customization Process Transparency and Communication

Throughout the customization process, we want to ensure you have a clear understanding of each step to avoid any misunderstandings:

  • Order Confirmation: After you confirm and pay for your order, we will review your customization requirements and begin the design process.

  • Customization Updates: Once the customization process starts, we will keep you informed about the product’s progress. If any issues arise, our customer service team will reach out to ensure you are fully informed.

  • Completion Notification: Once your custom product is completed, we will notify you and arrange for shipping.

5. Customer Understanding and Support

We understand the importance of custom products and respect each customer's needs. Our goal is to provide the perfect customization experience, and we hope you understand the following:

  • The uniqueness of custom products: Each custom item is specially made based on your individual needs and preferences, and cannot be returned or resold.

  • Irreversible production costs: Due to the significant resources and time involved in making custom products, we are unable to offer full refunds once production has started.

We appreciate your understanding and support, and encourage you to carefully consider your customization needs and product choices before purchasing. If you have any questions or need further information regarding our custom order policy, please feel free to contact our customer service team.

6. Custom Service Commitment

We will do our best to provide you with high-quality custom services:

  • Quality Assurance: All custom products undergo strict quality control to ensure that every item meets our high standards.

  • Customer Satisfaction: We promise and strive to ensure your satisfaction! If you have any issues or dissatisfaction with the final product, please contact our customer support team promptly. We will do our best to resolve the issue and offer you an appropriate solution.

We always prioritize our customers' needs and are committed to providing a personalized, high-quality, and sustainable customer experience.