Refund and Return Policy

Effective Date: June 13, 2026

Thank you for shopping at Rilavo. Our goal is to source high-quality, curated items directly from global manufacturers to save you money on intermediate storage and local retail markups. Because of the international logistics, customs clearance, and global transport loops involved in this model, our Refund and Return Policy is structured differently from traditional local retail stores. Please read this policy carefully before completing your purchase.

Section 1 – Strict No-Return Policy (Final Sale)

All sales made on Rilavo.com are final. Rilavo does not accept physical returns or exchanges of shipped products.

Due to the high cost of international cargo, import clearing complexities, and logistics loops, returning a physical product back to international supplier warehouses is not economically viable. We cannot offer refunds, credits, or exchanges for:

  • Buyer’s remorse or change of mind after dispatch.
  • Customer errors in selecting size, color, variation, or quantity.
  • Slight cosmetic damage to external product boxes or packaging that does not affect the operation or integrity of the item.

Section 2 – Refunds and Replacements for Damaged or Defective Items

We stand behind the quality of our curated items. If a product arrives damaged, fundamentally defective, or incorrect (wrong item shipped), you are eligible for a **full refund** or a **free replacement** subject to the following strict guidelines:

  1. 7-Day Reporting Window: You must submit your claim to our quality assurance team at support@rilavo.com within **7 calendar days** of the delivery date recorded by the tracking courier. Claims submitted after this window are not eligible for review.
  2. Mandatory Video Evidence: Your email claim must include a continuous, unedited video showing:
    • The unopened packaging showing the shipping label with your name, address, and tracking number clearly legible.
    • The unboxing of the package.
    • The operation or test of the product demonstrating the specific malfunction, defect, or damage.

    Note: Claims submitted without clear video evidence, or with edited/cut videos, will be automatically rejected.

  3. Internal Vetting: Our quality assurance team will inspect the video submission. We will notify you of the approval or rejection of your refund or replacement request within **3 business days** of receiving your claim.

Section 3 – Order Modifications and Cancellations

Orders are automatically synchronized and dispatched to our global fulfillment partners immediately upon payment capture via Paystack. Therefore, orders cannot be modified, changed, or canceled under any circumstances once payment is complete. Please carefully verify the contents of your cart and your shipping details before checking out.

Section 4 – Non-Refundable Scenarios

Rilavo will not issue refunds or replacements if:

  • The delivery failed or the package was lost because the customer provided an incorrect, incomplete, or invalid shipping address.
  • The customer refused to receive or sign for the package from the courier agent upon delivery.
  • The package tracking status shows “Delivered” at the address provided, but the customer claims non-receipt.
  • The delivery is delayed by factors outside Rilavo’s control (such as customs inspections, national strikes, or airline cargo constraints) and the delay is less than **45 business days**.

Section 5 – Refund Disbursements

If your refund request is approved, the refund will be processed back to the original source payment method (card or bank transfer) via our payment gateway (Paystack). Due to interbank clearance timelines in Nigeria, please allow **5 to 7 business days** for the funds to reflect in your account. Rilavo cannot issue refunds to alternative accounts or third-party bank details.