Refund policy
Return & Refund Policy
120-Day Money-Back Guarantee
Every Rive Velvet Pro comes with a 120-day money-back guarantee. If the ritual doesn't hold — if your feet don't feel smoother, if the rebound comes back, if you're not sure it was worth it — email us at hello@the-rive.com within 120 days of your delivery date and we'll refund your order.
You keep the discs. You keep the device. No restocking fee. No return shipping required in most cases. If we do need the device returned, we cover the return label.
We built this guarantee because we believe the ritual works. If it doesn't work for you, that's our job to fix, not yours.
How to request a refund
Email hello@the-rive.com with:
- Your order number
- The name and email used to place the order
- A sentence on what happened — this helps us improve
Our team responds within one business day with next steps. Requests submitted without prior email may be delayed.
Refund processing
Approved refunds are issued to your original payment method. Please allow up to seven business days for processing on our end. Your bank or card provider may take an additional 3–10 business days to display the refund in your account.
Original shipping fees on expedited or international orders (if any) are nonrefundable. Standard US shipping is free and does not affect your refund.
Order cancellations
Changes or cancellations must be requested within 24 hours of placing your order by emailing hello@the-rive.com.
After 24 hours, orders may already be in fulfillment and cannot be modified. If your order has shipped by the time we receive your cancellation, you can still return it under the 120-day guarantee.
Approved cancellations are refunded to the original payment method within seven business days.
Damaged or defective items
We inspect every Velvet Pro before it ships and package each order to protect the device in transit.
If your Velvet Pro arrives damaged or defective, email hello@the-rive.com within 7 days of delivery with:
- Your order number
- A description of the issue
- Clear photos or video showing the damage
- A photo of the shipping box, if the packaging was compromised
Damage or defect means the device is physically broken, non-functional, or has a manufacturing flaw. Cosmetic damage to the shipping box (dents, scuffs) does not affect the product warranty as long as the device itself works.
Approved claims receive a free replacement — no return of the damaged unit required in most cases.
We do not cover damage from normal wear, misuse, dropping, water damage beyond specified operating conditions, or failure to follow the included instructions.
Shipping and delivery
Orders ship from our US warehouse within 1–2 business days. Standard US delivery is 4–7 business days after shipment, with tracking sent to your email.
Estimated delivery dates are not guaranteed. Rive is not responsible for delays caused by carriers, weather, customs, or transportation disruptions outside our control.
Lost or stolen packages
If tracking shows delivered but you can't find your package:
- Check with neighbors and household members
- Look for the package in less-visible spots (side of house, garage, back porch)
- Contact the carrier directly with your tracking number
- If it doesn't turn up within 3 business days of the "delivered" scan, email hello@the-rive.com and we'll help investigate
Rive is not automatically responsible for packages marked delivered by the carrier, but we work with customers case by case and often replace or refund lost packages when the situation warrants it.
Incorrect shipping address
Please double-check your shipping address at checkout — we ship to whatever address you provide.
If you catch an error, email hello@the-rive.com within 24 hours and we'll update the address if the order hasn't shipped yet. After 24 hours, we may not be able to intercept the shipment.
If a package is delivered to an incorrect address you supplied, additional shipping charges may apply to resend the order.
Refused or unclaimed packages
Packages refused at delivery or unclaimed at the carrier that are returned to us can be refunded, minus any shipping and handling charges incurred. Refunds are issued after the returned package arrives at our facility.
Policy updates
Rive may update this policy from time to time. The version published on our website at the time of your purchase applies to your order.
By placing an order with Rive, you acknowledge that you have read and agreed to this policy.
Contact
Questions? Email hello@the-rive.com and someone from our team (often Maren) will respond within one business day.