Customer Care

Return, Refund & Exchange Policy

Product Policy Overview

We stand behind every formula we make — and we also want you to understand what to expect, because clean, concentrated hair care behaves differently than conventional products.

✦ Transitioning to a clinical, ingredient-active hair oil requires patience and consistency. Rivayaat works at the scalp and follicle level — meaning visible change is biological and gradual.
✦ Visible improvements in scalp health typically begin within 4–6 weeks. Visible density and growth changes typically require 90 days of consistent use (2–3 times per week).
✦ All Rivayaat products are handcrafted in small batches to ensure maximum freshness and potency. Due to this perishable and concentrated nature, opened products cannot be restocked or resold.

Return & Refund Policy (US & Canada)

We offer a 30-day satisfaction window from your delivery date.

Unopened Products

Unopened products in their original, sealed packaging are eligible for a full refund, minus a 15% restocking fee. Return shipping costs are the responsibility of the customer.

Opened Products

Opened products are eligible for store credit only, minus a 15% restocking fee. Return shipping is the responsibility of the customer. Opened returns cannot be resold.

How to Request a Return

Email help@rivayaat.com within 30 days of your delivery date with:

01Your order number
02A photo of the product
03A brief description and picture of your experience

Our team will provide return instructions. Returned items must be received before a refund or store credit is issued.

Not Eligible for Return

Products returned outside the 30-day window, products without proof of purchase/order number, and promotional items or gift cards.

Order Cancellations

Orders may be cancelled within 1 hour of placement, provided the order has not yet been processed or shipped.

• Cancellation requests must be submitted via email to help@rivayaat.com and must include your order number.
• We are unable to cancel or modify orders due to discount codes not being applied. Discount codes cannot be applied retroactively.
• If you request cancellation over the weekend, please allow until the next business day for processing. Please disregard auto-shipping emails until we respond.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us within 3 days of delivery.

Damaged or Defective

Email help@rivayaat.com with your order number and clear images of the damaged product and packaging. Claims without images may not be processed. Once reviewed, we will send a replacement at no cost.

Incorrect Orders

If you received the wrong product, email help@rivayaat.com with your order number and an image of the item received. We will correct the order immediately at no additional cost.

Important Policy Notes

Products damaged after use are not eligible for refunds/replacements. We are not responsible for damage caused by third-party freight forwarding services.

United Kingdom Customers

For customers located in the United Kingdom, your statutory rights are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Cancellation Before Dispatch: Orders may be cancelled at no cost at any time before they have been shipped, for a full refund.

Statutory Right to Cancel (Cooling-off Period): You have the right to cancel your order within 14 days from the day after you receive your goods. To exercise this right, you must notify us of your decision to cancel within this 14-day window.

Exceptions to the Right to Cancel

Under Regulation 28, the statutory right to cancel does not apply to sealed goods which become unsealed after delivery due to hygiene and health protection reasons. Once a product has been opened or unsealed, the statutory right to cancel no longer applies (our standard store-credit policy remains available within 30 days).

UK Statutory Returns Process

01Notify us within 14 days of delivery by emailing help@rivayaat.com.
02Ship the item back within 14 days of notification in unopened, original sealed packaging. Customers are responsible for return shipping costs.
03Refunds will be processed to the original payment method within 14 days of receipt of goods or proof of return.

International Customers (Rest of World)

For customers located outside the US, Canada, and United Kingdom, our standard policy applies with the following terms:

• Return Window & Restocking Fee: Unopened items are eligible for refund, and opened items are eligible for store credit (both subject to 15% restocking fee) within 30 days of delivery.
• Shipping & Duties: Return shipping is the customer's responsibility. Outbound duties, taxes, and import fees are non-refundable since they are collected directly by your local customs authority.
• Customs Declaration: Mark returns clearly as "returned goods" on customs paperwork to avoid extra import fees. Rivayaat is not responsible for customs fees on returned packages.

This policy applies to Australia, New Zealand, UAE, Saudi Arabia, Pakistan, India, Singapore, Japan, EU nations, and other international destinations.

Questions?

If you have any questions about this policy, email us at help@rivayaat.com.

We are a small, founder-led brand and we read and respond to every message personally.