Refund policy

ORDER CANCELLATION

Orders may be cancelled within 24 hours of placement.

If the cancellation request is received within 24 hours and the order has not yet been dispatched, a refund will be issued after deducting any applicable payment processing fees or transaction charges (if applicable).

Orders cannot be cancelled once they have been processed or dispatched.

Shipping fees (if applicable) are non-refundable once the order has been shipped.

DAMAGED OR INCORRECT ITEMS

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at poojaprem@rivekoora.com.

To help us assess damage claims quickly, we strongly recommend recording a clear unboxing video showing:

  • The sealed parcel before opening

  • The full unboxing process (without edits)

  • Visible damage or defect

While video evidence is highly recommended to support your claim, we will assess each case in accordance with Australian Consumer Law.

RETURNS – 30 DAY POLICY

We offer a 30-day return policy for eligible items.

To qualify for a return:

  • The item must be unused and unopened

  • In original packaging

  • In resalable condition

  • With proof of purchase

To initiate a return, contact:
poojaprem@rivekoora.com

Returns sent without prior approval will not be accepted.

Return shipping costs are the responsibility of the customer unless the item is faulty.

Return address:
[INSERT YOUR BUSINESS ADDRESS HERE]

NON-RETURNABLE ITEMS

For safety and hygiene reasons, we do not accept returns on:

  • Opened essential oils

  • Opened absolutes

  • Aromatic concretes

  • Flammable liquids

  • Custom or personalised products

  • Sale items

  • Gift cards

Due to the nature of our products (including flammable and concentrated aromatic materials), opened products cannot be returned for safety reasons.

EXCHANGES

To exchange an item, please return the original product (if eligible) and place a new order once the return is approved.

EUROPEAN UNION – 14 DAY COOLING OFF

If your order is shipped to the European Union, you may cancel or return your order within 14 days of receipt in accordance with EU consumer regulations.

Items must remain unopened, unused, and in original packaging.

REFUNDS

Once your return is received and inspected, we will notify you regarding approval.

If approved, refunds will be processed to your original payment method within 10 business days.

Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since approval, please contact:
poojaprem@rivekoora.com

 

Due to the flammable and concentrated nature of essential oils and aromatic materials, once opened, products cannot be returned for safety, hygiene, and compliance reasons.