Custom-Made & Made-to-Measure Refund Policy

At RIVAA, every custom-made outfit is carefully crafted according to your confirmed design preferences and measurements. Because these garments are individually produced for you, the following conditions apply.

1. Custom Orders & Cancellations

Genuinely personalised and made-to-measure outfits are not eligible for change-of-mind returns or exchanges.

As a goodwill policy, orders may be cancelled for a full refund before production begins. Once fabric cutting, custom embroidery or tailoring has commenced, we do not normally accept voluntary cancellations.

2. Measurements & Alterations

Customers are responsible for providing accurate measurements and reviewing their order details before confirming production.

If incorrect measurements have been supplied by the customer, we may offer alterations at an additional charge.

If RIVAA has failed to follow the confirmed measurements, we will arrange an appropriate remedy at no additional cost.

3. Defective or Incorrect Orders

If your garment arrives defective, materially different from the confirmed design or incorrectly stitched due to an error by RIVAA, please contact us promptly with your order number and clear photographs.

We will review the issue and arrange a suitable correction, replacement or refund in accordance with your applicable consumer rights.

4. Refund Procedure

1. Contact RIVAA customer support with your order number.

2. Provide photographs and a description of the issue.

3. Our team will review your request and advise the next steps.

4. If a return is required, we will provide return instructions.

5. Approved refunds will be issued to the original payment method where possible, or another agreed method.

We aim to process approved refunds within 7 working days, subject to applicable legal requirements and payment-provider processing times.

5. Important Information

Minor variations in hand embroidery, embellishment placement and photographic colour may occur due to the handmade nature of our garments. However, this does not affect your rights where a garment is defective or materially misdescribed.

Nothing in this policy excludes or restricts your statutory consumer rights under applicable law.

RIVAA — A Brand by Queen Libas.