Política de reembolso

All shipping fees are non refundable and will be deducted from any issued credit or refund.

Buyers Confidence

Shop with confidence and find the category that applies to your order when necessary. We value our customers shopping experience with us as well as their shopping after care therefore, we offer refunds on all orders that qualify for refund. Refund usually takes up to 3-7 business days to credit your account. If we issued refund and it takes longer than expected time stated above, please contact your financial institution to resolve matter. To find out if your order qualify for refund, you can check your order status with one of our customer service reps or read the categories that applies to refundable orders listed under our special circumstances category. We do not refund shipping fees because we are not the entity that payment goes to, we can only reimburse payments, that we collect. All shipping payment goes directly to our affiliated shipping carriers (USPS, UPS OR DHL ETC.) where they conduct their duty and fulfill shipping obligations.

 

Buyers Remorse

As consumers ourselves, we take pride in being honest and transparent about our feelings because it subjects to change. There are times we change our mind about a particular order, we wish we can cancel and get refunded, therefore as a company we identify with this behavior when deciding on an order so, we do not bind customers to final purchases up to 24 hours, afterwards all orders are valid and will be processed accordingly. Customers should be well informed about our products before placing an order, if uncertain contact us before checking out. Our cancellation rule is strictly for  uncertain orders. Our cancellation rule states that all orders can be cancelled within 24 hours after order was placed. Please refer below for more information on how to cancel an order. We reserve the right to cancel any order we deem as fraudulent or not authorized. 

 

Cancellation vs. Refund 

Customers can cancel an order for any reason within 24 hours of order being placed via phone refer to our contact information. Please call to cancel send a request for cancellation via email but all cancellation process will be done via phone confirmation. Orders cancelled within 24 hours window will receive 100% refund including taxes and shipping fees. Preorders can be cancelled within 5 days after an order was placed. Once cancellation window exceeds the appointed time, order will be valid and proceed to our next step which is order processing. We will not be able to cancel any orders after cancellation window is closed, customer can file a claim corresponding to their request. Once order is shipped we cannot issue full refund shipping fees are non refundable. Overnight orders cannot be cancelled due to the urgent short obligated shipping. 

• We reserve the right to cancel any order we deem as fraudulent or not authorized. 
• To cancel any order you have up to 24hrs only

 

Cancellation vs. Fraud Orders vs. Refund

Fraudulent orders can be cancelled at any time before shipment. Once order is shipped we will deduct shipping fees from refund and submit the remainder to original payment method. Due to numerous amount of online discrepancies, we are not exempt from receiving fraudulent orders. We understand the trauma or toll it can place on customers that were subjected to fraud activity, therefore, we cancel and refund all fraudulent orders. We consider our shoppers needs and experience for secure shopping. To cancel all fraud orders please contact us by phone only, we do not cancel orders via email or direct messages for fraud orders. Emails frequently get lost or end up in other sections of email accounts therefore, we urge customers with all urgent matters pertaining to cancellation and fraud orders contact us by phone to fulfill request. We will contact all customers to follow up with request or process once customers has raised concern about these issues. Any refusal of order or missed delivery, will not get refunded, we are not responsible for any refused delivery if an issue arise, accept delivery then contact our customer service team to resolve matter, once clarified a shipping label will be provided if necessary.

When do we strictly issue original payment:

• When Rithz cancels an order (fraudulent or approved request within the 24 hr cancellation time frame) 
• When order shipping time is delayed beyond 16 business days (per customer request)
  
• Short ship, miscounted inventory or inventory not updated (out of stock before shipment)
• You received a damaged, defective order and you had insurance/protection, as well as you received an incorrect or incomplete item, contact customer service within 3 days of delivery, once verified/accepted, we issue a complimentary label, if needed, and refund those item/s to original payment (Reminder all shipping fees are non refundable and will be deducted from any issued credit or refund activity).

 

Special Circumstances vs. Refund 

Special circumstances are orders that are treated delicately due to their circumstances or series of events causing order to be inadequate/unacceptable. In this category you must file a claim within 1-3 days after delivery to resolve matter or call us once issue was observed and sparked concerns with your order. Order insurance is essential but not mandatory for this category.  Based on order protection and coverage any issues with orders that fall under this category are subjected to refund, credit or both on a case to case basis. Late claims will be subjected to 5% penalty and will be deducted from any credit or refund.

* Special circumstances categories are as follows;

• 1. Order Discrepancy (incorrect item/order, size, color etc.) we issue refund/store credit
  
• 2. Delayed Standard Shipping Order (shipping carrier at-fault/weather conditions (we issue store credit)
  
• 3. Cancelled Order Discrepancy (we issue refund only)
• 4. Returned  Order Discrepancy (we issue store credit/refund or both)
  
• 5. Delayed Express Order (store credit only)
• 6. Doubled Items Order (return label + incentives)
• 7. Preorder Delays & Cancellation (refund/store credit)
• 8. Damaged/Defective Order (store credit/refund)
• 9. Lost/Stolen/Missing Order(store credit only)

 See all sections below for each category and more information.

 

1. Order Discrepancy vs. Refund

This is when we shipped an incorrect order for eg. wrong size, color, item, entire order was incorrect, missing item. Due to this being no-fault to customers, customers can choose to get refund after returning wrong order. We will issue a free return label to send order/item back for refund to be processed and issued. Reminder all shipping fees are non refundable for uninsured orders.

 

2. Delayed Standard Shipping Order vs. Refund (per request)

We value our customers, wants and needs above ours therefore, our customers are always priority we ensure protection of their orders. We have incorporated an order delay credit of .30c per day for everyday order was delayed after estimated delivery we issue this credit by gift card only for insured orders that falls under this category; uninsured orders will receive .5c per day via store credit. Delayed credit is not automatic and won’t be issued until customers requested it in our claim department when filing. Customers must request this credit to receive benefit from order being delayed after shipping. Delayed credit can be issued up to is 20 days maximum for insured and 10 days maximum for uninsured, after order estimated delivery date. If 10/20 days pass we no longer can issue credit and will opt into one of our non arrival resolutions instead to resolve the matter. 

See options below and select only 1 option for your order (insured, uninsured) category. ( for standard shipping orders).

Options for delayed credit for uninsured orders 

• .5c store credit up to 10 days (per request)
• Free shipping on next order 
• 10% off next purchase 
• Tax free on next order

Options for delayed credit for insured orders 

• .30c refund up to 20 days (per request)
• Free shipping on next order 
• Free return for 1 order
• 20% off next purchase 
• Tax free on next order

 

3. Cancelled Order Discrepancy vs. Refund 

Our software and technology can fail us at any given moment in time due to website failure, outage system etc, therefore we can’t relay a 100% on our system to be perfect and work without mishaps. We guarantee this does not happen frequently either. This category applies to customers that have canceled their order correctly within the cancelled window period and still haven’t received their refund. We will manually refund order and resend refund confirmation due our automatic system failure, delay or did not process refund transaction. Please contact us via email or phone to process request. Refund usually takes 3-7 days to credit to your account. If it takes longer than expected time, please contact us via phone to resolve the matter.

 

4. Returned order discrepancy vs. Refund

Refund can be delayed due to numerous of reasons; return processing, lost return, damaged return etc, so we carefully take our time to process all accepted returns properly. For all accepted returns, we usually take 3-7 business days for return to be completed and fulfilled. If you have gotten confirmation that your return was received and accepted you can expect your refund or store credit based on order resolution status, within 3-7 days after (store credit is available to you same day of accepted return). For any reason you haven’t gotten any credit/refund for an extended period of time surpassing 14 business days after estimated refund time, please contact us via email or phone to address the matter. Documented returns that got lost, stolen or damaged where customers provide proof of shipping information and tracking will be counted as a loss toward us and not customers. There is no penalty for customers that sent their returns to us with proof and tracking but we didn’t receive it. We will treat provable return as a valid return regardless of the discrepancy. The standard days for return to be process and fulfilled still applies in these circumstances. Accepted return completion time for all returned order to be completed even after credit was issued averages around 14- 20 business days.

We will notify you once we’ve received and inspected your return, once you follow our previous instructions and guidelines from our return policy, refunds will be granted based on order classification & specifications. If approved for refund, you’ll be automatically refunded on your original payment method within 3-7 business days. Store credit will be issued same day return was received. Please remember it can take some time for your bank or credit card company to process and post to your account. If more than 14 business days have passed since we’ve approved your return, please contact us via email or phone during our hours of operation. 

 

5. Double Order vs. Refund 

Usually this does not occur but anything is possible when dealing with multiple orders and packages. This category only applies to customers that received multiple orders accidentally. We urge our customers to return orders free of cost. Customers will receive credit for returning order back to us but will an incentive for being honest. For incentives we offer free return, tax free on next order, free shipping 2 options can be grouped together for selection. If you fall under this category please contact us via email or phone to proceed with next step in returning merchandise. 

 

6. Delayed Express Orders vs. Refund (per request)

Due to third party shipping delays are inevitable, therefore we have incorporated protection for higher price shipping. In standard shipping orders fees are non refundable in this category shipping fees are also non refundable. Select which category order applies to you order;

Options for delayed Express orders; Express shipping (2-5 days) order has coverage up to $48. Select 2 options or only 1 select:

• Store credit (only 1 select)
  
• Free return for eligible order (select 1 more)
• 20% off next purchase (select 1 more)
• Tax free on next order (select 1 more)

Options for delayed Overnight orders; Overnight expedited order have coverage up to $70. Select 2 options or only 1 select:

• Store credit (only 1 select)
  
• Free return for eligible order (select 1 more)
• 25% off next purchase (select 1 more)
• Tax free on next order (select 1 more)

 

7. Preorder vs. Refund

Just like standard or express order we treat preorders as such, with great urgency and in a timely manner. It is unacceptable to neglect a preorder within our company, we see it as neglecting a customers needs and creating a bad experience with us. Preorders does not have an estimated delivery time average, due to stock availability and inventory fluctuations along with production. Preorders can be cancel within 5 days of order being placed. We cannot cancel order if request exceeds the cancellation window of 5 days. Our preorder items takes up to 3 months to ship based on availability and production. Any preorder that exceeds the 3 months (90 days)  mark for delivery will be cancelled and refunded without penalty, due to customer not-at-fault. Preorders delivery time/wait time maximum is 90 days. Order goes over 90 days customers must contact us via email or phone to resolve matter.

Options for preorder refund; delays, cancellation etc, Select 2 options or only 1select;

• Full refund of original payment (only 1 select)
• Store credit of 100% (only 1 select)
• 20% off next order (only 1 select)
• Free shipping on next order (select 1 more)
• Tax free on next order (select 1 more)
• Free return on 1 order (select 1 more)

 

8. Damaged/Defective Order vs. Refund 

Our company takes pride in the proper care and handling of all packaging and preparation of our products. We assure you that all orders during preparation undergo thorough observation and extensive processing (material testing, sun screening and threading) along with inspection for any possible defects. We comb through each and every product we have and remove all defective product from our inventory/ batch. All orders shipped has passed our inspection under intense scrutiny therefore, we can state with confidence that we do not ship any products that are damage/defective to any of our customers. Each customer has a file attached with photos/video of their respective order showcasing that product is intact in all angles. Due to us having paper trails and proof of non defect product before shipment, we will not assume the risk and take the responsibility of any damages incurred during transit.  

We urge all customers to purchase protection and coverage for their orders in case of damages, to ensure the security of their orders for full replacement cost. Based on order insurance status; damaged orders replacement cost expense can be covered once order is insured, if order was damaged upon arrival file a claim 1-3 days after arrival. Please inspect your order upon acceptance and contact us immediately via email or phone within 1- 3 days of delivery, once items are defective/damaged, so that we can evaluate the issue and reach a solution. Due to lack of visibility and verification we cannot prove whose at fault for damages done to order whether it was the customer who destroyed product or shipping company therefore, we cannot fully refund an order partly store credit will apply because you have to keep product. Any reports placed after claim window is closed will result in customer taking responsibility for damages and a penalty charge (late damage report fee $10) for uninsured orders resulting a loss of maximum store credit. Products in this category is non returnable. 

Options available for Uninsured Orders: Lack of coverage and protection result in; Select 1 option: 

• Replacement coverage 85% - shipping fees (store credit) 
• Refund 20% and store credit of 65% - shipping fee 
• Store credit of 85% - shipping fees 
• Shipping and taxes are non refundable 
• Late report penalty deduction $10 if applicable/incurred 
  

Options for Insured Orders: Coverage added (penalty does not apply), Select 1 option: 

• Refund 40% and store credit of 50% - shipping fees 
• Store credit 90% - shipping fees
• Replacement cost 90% of order total free exchange + free shipping 
• Shipping and taxes are  non refundable
  

 

9. Lost/Stolen/Missing Item Order vs. Refund

Orders that are missing, was not received (missing/stolen/lost) needs to be reported immediately on date of expected delivery. Please make report or file a claim within 3 days of discovery order is missing/ entire order missing. After 3 days and report was not filed or claim, customers will assume the risk. Just like damaged order rules same apply here, there will be a penalty (late report fee $10) deducted from order total refund/credit for uninsured orders. Fee can be waived based on the customer circumstance for 1st time occurrence through customer care/service department. We understand that orders can go missing from time to time due to lack of tracking information or transparency, neglect or dishonesty. After we shipped orders, we no longer have visibility or control over on how and when an order is delivered. Due to third party services for eg. Shipping carriers (usps,ups) the transparency for tracking orders and making sure orders get delivered correctly and on time chances are limited. Although we use trusted carriers no one company is perfect.

We urge our customers to purchase coverage for protection of their orders to ensure full refund in case of emergencies like (stolen//missing/lost order). We are not quite sure why some orders get delivered and others don’t within the shipping carrier system but we can assure you we will help to investigate the matter. Once we ship we are not responsible for any lost or stolen orders because we provided an honest shipment with tracking and weight. In transit sometime there is a lack of transparency on both ends of the spectrum so, we cannot pinpoint who’s at fault for lost, stolen or missing order. Customers can be  dishonest about not receiving their order and shipping carriers can be untrustworthy for lack of tracking, and transparency with orders in transit therefore, we can’t figure who’s responsible for those discrepancies. In cases like these we have a resolution to help resolve stated issue and restore confidence back to our customers. 

Lost/Stolen/Missing items resolution; Select 1 option:

Options for Uninsured Orders; No protection 

• Replacement of 80% entire order 
• Store credit 80% of total order
  
• Shipping and taxes are non refundable 
• Late report penalty deduction $10 if applicable 
  

Options for Insured orders; Coverage added/Protected (penalty does not apply)

• Full replacement cost + free shipping
• Full store credit 95% 
• Full refund 95% 
• Shipping and taxes are non refundable