Refund policy

Last updated: September 8, 2026

You may request a voluntary return within 30 days after delivery. The eligibility conditions below apply to returns made by choice; they do not take away remedies for damaged, defective, incorrect, or materially misdescribed products, any applicable product-specific warranty, or rights under applicable law.

For a voluntary return, an item has to come back to us the way it reached you: unused, unassembled, and still saleable, in its original packaging with every part, fitting, and instruction sheet included. Anything that has been installed, cut to length, trimmed, applied, or otherwise altered cannot be returned. Please keep your order confirmation or receipt as proof of purchase.

Cancelling an order

Orders can be cancelled up to 1 hour after they are placed, provided they have not yet been fulfilled. Once that hour has passed the order is already moving through our warehouse and we can no longer stop it, though you are welcome to request a return after it arrives instead. Items clearly marked final sale before purchase cannot be cancelled. To cancel, sign in to your account and open the order, or contact us as soon as possible.

Requesting a return

Sign in to your account:
1. Enter your email address in the Email field, then click Continue.
2. Open the email we send you and copy the six-digit verification code inside it.
3. Return to the store and enter that six-digit code.
Open the order that the return relates to.
Where an order contains several items, tick the ones you wish to send back.
Choose a return reason and leave us a note.
Click Request return.

Once we approve the request we will email you where and how to send the parcel. Please wait for that approval, as packages returned to us unannounced cannot be accepted.

If what arrived was broken, faulty, or simply not what you ordered, skip the return request and contact us directly so that we can cover the costs for you. See Damaged and incorrect orders below.

Return postage and restocking

Where a return comes down to preference, such as the wrong size ordered, a change of mind, or an item that turned out not to suit the job, the cost of sending it back is yours, and we may hold back a restocking charge of up to 25% of the item price from your refund. Standard outbound shipping is free within our delivery area, so we do not deduct an original shipping charge from your refund.

None of that applies when the mistake is ours. If an item reaches you damaged or faulty, we picked the wrong product, or the listing did not describe what you received, we drop the restocking charge entirely, pay for the return postage, and cover any replacement shipping.

A voluntary-return restocking fee reflects the inspection, handling, and repackaging needed to make the item saleable again and cannot exceed 25% of its price. We will tell you the percentage and amount before authorizing the return. If a fee is not disclosed before authorization, no restocking fee will be deducted. No restocking fee applies to an approved defect remedy or a warranty claim that RivetOak is responsible for fulfilling.

Damaged and incorrect orders

Please check your parcel as soon as it arrives and contact us straight away if anything is faulty, damaged in transit, or not the item you ordered. Include your order number if available and relevant photographs of the product and packaging. After reviewing the issue, we will arrange an appropriate replacement or refund. We cover approved return and replacement shipping and provide instructions and a prepaid label where a return is needed. You will not pay a restocking charge or return postage in these cases.

What we cannot take back

Some items are not eligible for return: made-to-order and personalised products, anything cut or sized to your specification, adhesive-backed goods once they have been applied, and hazardous materials, flammable liquids, or gases. Gift cards are non-returnable, as is anything listed as final sale on its product page. If you are unsure whether your item qualifies, please ask us before sending it back.

These exclusions apply to voluntary returns. They do not remove eligible remedies for damage, defects, incorrect products, or material differences from the description. Please contact us for safe return instructions before sending hazardous materials, liquids, gases, or products with damaged batteries. Do not ship these items without our instructions.

Product warranties and support

RivetOak sells a range of products, and warranty coverage can differ by item. Any warranty expressly offered for your purchase on the product page, in included warranty documents, or on your original invoice remains applicable according to its terms. We do not promise a single additional warranty period for every product.

If a product develops a fault, contact us with your order number if available, the product name or model, and a description of the issue. We will review the request and explain the available next steps. The 30-day voluntary-return window and unused-condition rules do not shorten an applicable warranty or limit rights under law. For approved warranty claims that RivetOak is responsible for fulfilling, we cover necessary return and replacement shipping within our delivery area and do not charge a restocking fee. A manufacturer warranty, where offered, is administered under that manufacturer’s terms; we will help identify the appropriate route without limiting RivetOak’s own obligations.

Any product-specific warranty commitments made by RivetOak remain binding for that purchase. Nothing in this policy excludes implied warranties or statutory rights that cannot lawfully be excluded.

Swapping an item

We do not process direct swaps. The quickest route is to return the item you have and place a fresh order for the one you want as soon as the return is approved.

Refunds

We will let you know once your return reaches us and has been checked, and tell you whether it was approved. Approved refunds go back to the original payment method within 10 business days, minus any restocking charge that applies. Bear in mind that your bank or card issuer may need a little longer to post the credit to your statement. If more than 15 business days have passed since we confirmed your refund, please contact us.