Refund policy
At RiverCraft, we want you to be completely happy with your purchase. If something is not quite right, we're here to help.
For any questions regarding returns or refunds, please contact us at:
30-Day Return Policy
We offer a 30-day return period, meaning you may request a return within 30 days of receiving your order.
To be eligible for a return, your item must:
- Be unused and in the same condition in which you received it
- Show no signs of damage caused after delivery
- Be returned with any original packaging where reasonably possible
- Include proof of purchase or your order number
To start a return, please contact us first at therivercraft@gmail.com.
Please do not send products back without contacting us first, as the return address and instructions may vary depending on your order.
Natural Variations
Our products feature natural wood and resin-style designs.
Wood grain, colouring, patterns and other small visual details may vary between individual pieces.
These natural variations are part of the character of the product and are not normally considered defects.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, defective or you receive the wrong product, contact us as soon as possible at therivercraft@gmail.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs or video of the item
- Photographs of the packaging where relevant
We will review the issue and work with you to provide an appropriate solution, which may include a replacement or refund.
Change-of-Mind Returns
If you simply change your mind, you may request a return within our 30-day return period.
Unless required otherwise by applicable consumer law, customers may be responsible for the cost of returning unwanted products.
We recommend using a tracked shipping service when returning an item, as we cannot be responsible for return parcels that do not reach the designated return address.
Items That Cannot Be Returned
Certain products may not be eligible for a standard change-of-mind return, including:
- Personalised or custom-made products
- Products that have been significantly used, damaged or altered after delivery
- Gift cards
- Items specifically marked as final sale where permitted by applicable law
This does not affect your legal rights if an item is faulty, damaged, not as described or otherwise covered by applicable consumer protection law.
Return Condition
Returned products should be handled with reasonable care while they are in your possession.
If an item is returned damaged, excessively used or in a condition significantly different from when it was received, we may be entitled to reduce the refund where permitted by law.
Refunds
Once your return has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
Where required by applicable consumer law, eligible standard outbound delivery charges will also be refunded.
Additional charges for premium or expedited shipping options may not be refundable beyond the value of the standard delivery option.
Return Shipping Costs
For change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise required by applicable law.
If the item is confirmed to be faulty, damaged or incorrect, please contact us before returning it so that we can provide the appropriate instructions.
Do not return damaged or incorrect goods to an address without contacting us first.
Exchanges
If you would like a different size or product, please contact us at therivercraft@gmail.com.
Depending on availability, we may be able to arrange an exchange.
In some cases, the fastest option may be to return the original item and place a new order separately.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible at therivercraft@gmail.com.
We will do our best to accommodate your request, but orders that have already entered processing or shipping may not always be able to be cancelled before dispatch.
Your applicable cancellation and return rights remain unaffected.
Refused or Unclaimed Deliveries
Customers are responsible for providing an accurate delivery address and collecting or accepting their parcel where required.
If an order is returned to us because it was refused, unclaimed or an incorrect address was supplied, additional shipping charges may apply where permitted by law.
Missing Parcels
If your tracking information shows an unusual delay or your parcel appears to be missing, please contact us at therivercraft@gmail.com.
We will review the shipment information and work with the delivery provider where appropriate.
UK Consumer Rights
Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection law.
Where your statutory consumer rights provide greater protection than this policy, those statutory rights will apply.
Contact Us
If you have any questions about returns, refunds, damaged products or your order, please contact:
RiverCraft
Email: therivercraft@gmail.com
We aim to make every return or refund request as straightforward as possible.