Refund & Exchange Policy

1. Our Policy

Riwayat carefully curates each piece in our collection. Because of the considered nature of our products — and to keep prices fair for all customers — all sales are final. We do not offer refunds or returns for change of mind, sizing preferences after delivery, or buyer's remorse.

We strongly encourage you to review our Size Guide, read product descriptions carefully, and reach out via WhatsApp before ordering if you have any questions. We're here to help you make the right choice.

2. When We Accept Exchanges

We accept exchanges only in the following situations:

• Defective items — manufacturing defects, damage during shipping, missing components
• Wrong item received — you ordered Item A but received Item B
• Wrong size delivered — you ordered Size M but received Size L (our error, not yours)

3. Items NOT Eligible for Exchange

• Sale or discounted items (final sale)
• Customized, made-to-order, or personalized pieces
• Jewelry (for hygiene reasons, including earrings and pendants)
• Intimate accessories
• Items showing signs of wear, damage, alteration, or wash
• Items returned without original packaging or tags
• Items returned more than 7 days after delivery

4. How to Request an Exchange

Step 1: Contact us within 7 days of receiving your order:

• Email: support@riwayat.live
• WhatsApp: +923334407906

Step 2: Include in your message:

• Order number
• Item name and reason for exchange
• Photos clearly showing the defect or issue

Step 3: We will respond within 48 hours with next steps. If approved, you will receive return shipping instructions.

Step 4: Ship the item back in its original condition with all tags and packaging.

Step 5: Once received and inspected, we will dispatch the replacement within 3-5 business days.

5. Return Shipping Costs

• Defective item or Riwayat error: We pay for return shipping. We will arrange pickup or reimburse your shipping cost.
• All other exchanges: Customer is responsible for return shipping costs.

6. Refunds in Exceptional Cases

In rare cases where an exchange is not possible (e.g., the item is no longer in stock), we may issue a store credit valid for 12 months. Cash refunds are issued only in cases of major defect verified by our team.

7. International Orders

International customers should contact us within 14 days of delivery (instead of 7) to allow for shipping time. International return shipping is the customer's responsibility unless the item is defective. Customs duties and taxes are non-refundable.

8. Damaged in Transit

Inspect your order immediately upon receipt. If the package or item shows signs of damage from shipping, please document with photos and contact us within 48 hours. We will work with the courier to resolve the issue.

9. Cancellations

You may cancel an order within 12 hours of placing it, provided it has not yet been processed or shipped. Once an order has been packed for shipping, it cannot be cancelled.

10. Contact

For all exchange requests, please contact us at support@riwayat.live or WhatsApp +923334407906. We respond Monday-Saturday during business hours.