Returns & Exchanges

Effective Date: September 17, 2026

At Rivay, each piece is carefully inspected before shipment. Please review product descriptions, measurements, materials, photographs, and other product information carefully before placing your order.

All Sales Are Final

Except where required by applicable law or as specifically stated below, all purchases made through Rivay are final sale.

We do not accept returns, refunds, or exchanges for change of mind, personal preference, incorrect size selection, or other reasons unrelated to a damaged, defective, or incorrectly shipped product.

Please make sure you are comfortable with the design, dimensions, materials, color, and other product details before completing your purchase.

Natural Materials and Handmade Characteristics

Many Rivay pieces may incorporate natural gemstones, jade, pearls, crystals, shells, precious or semi-precious stones, and handcrafted components.

Natural materials may vary in:

color;
tone;
transparency;
texture;
pattern;
inclusions;
shape; and
other naturally occurring characteristics.

Handmade pieces may also show minor variations between individual items.

These variations are part of the natural or handcrafted character of the product and are not considered defects.

Photographs are intended to represent our products as accurately as reasonably possible. However, colors and appearance may vary slightly due to lighting, photography, screen settings, and the individual characteristics of natural materials.

Such reasonable variations do not qualify an item for a return, refund, or exchange.

Custom, Personalized, and Made-to-Order Items

All customized, personalized, engraved, resized, altered, or made-to-order products are final sale once production has begun.

This includes, without limitation:

custom jewelry;
personalized pieces;
engraved products;
specially requested materials or gemstones;
custom sizing;
products altered at the customer's request; and
other items manufactured or modified specifically for a customer.

Custom and personalized items cannot be returned, exchanged, or refunded merely because the customer changes their mind or no longer wants the product.

Nothing in this section limits any rights that cannot legally be waived under applicable law.

Earrings and Hygiene-Sensitive Items

For hygiene and safety reasons, earrings and any other products that have been worn, tried on in a manner that creates hygiene concerns, or otherwise cannot reasonably be resold for health or hygiene reasons are not eligible for return or exchange, except where required by applicable law.

Sale and Promotional Items

Items identified as:

Final Sale;
Clearance;
Sample Sale;
As Is; or
otherwise expressly non-returnable

are not eligible for return, refund, or exchange except where required by applicable law.

Discounted pricing or participation in a promotion does not by itself create a right of return.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, contains a material manufacturing defect, or you receive an item different from what you ordered, please contact us as soon as reasonably possible at:

service@heyeeculture.com

Please include:

your order number;
a description of the issue;
clear photographs of the item;
photographs of the packaging where relevant; and
any other information reasonably necessary for us to review the claim.

For damage that is visible upon delivery or an incorrect item, we ask that you contact us within 7 days of delivery.

Please retain the product and all original packaging while the claim is being reviewed.

After reviewing the claim, we will provide the remedy required under applicable law. Depending on the circumstances, this may include repair, replacement, exchange, refund, or another appropriate resolution.

Nothing in this policy excludes or limits any remedy that must be provided under applicable consumer protection law.

What Is Not Considered a Defect

Unless otherwise required by law, the following generally do not constitute defects:

natural variations in gemstones, pearls, jade, or other natural materials;
minor differences between photographs and the physical product;
variations resulting from handmade production;
minor surface characteristics inherent to natural materials;
normal wear and tear;
scratches, deformation, discoloration, or damage occurring after delivery;
damage caused by misuse, accident, improper storage, chemicals, cosmetics, moisture, impact, or failure to follow care instructions;
loss or damage caused by unauthorized repair or alteration; or
dissatisfaction based solely on personal preference.

Unauthorized Returns

Do not send merchandise back to us unless we have provided return instructions.

Merchandise returned without authorization may be refused, returned to the sender, or otherwise handled as permitted by applicable law.

Authorization to send an item to us for inspection does not necessarily mean that the item has been approved for a refund or exchange.

Return Shipping

Unless the return results from our error or applicable law requires otherwise, customers are responsible for all costs associated with returning merchandise.

Where we determine that an item was incorrectly shipped, arrived materially damaged, or is materially defective and applicable circumstances require a return, we will provide appropriate return instructions.

Any return shipment for jewelry should be securely packaged and, where appropriate, shipped using tracking, insurance, and signature confirmation.

Rivay is not responsible for return packages that are lost or damaged before they are received by us, except to the extent otherwise required by law.

Original Shipping Charges

Original shipping, expedited shipping, handling charges, customs fees, import duties, brokerage fees, taxes, and similar charges are generally non-refundable except where:

the refund is required by applicable law;
the charge resulted from our error; or
we expressly agree otherwise.

Refunds

Where a refund is approved or legally required, it will generally be issued to the original payment method.

Processing times may vary depending on the payment provider, card issuer, financial institution, and applicable law.

We reserve the right to inspect returned merchandise before issuing a refund where inspection is reasonably necessary to determine the condition of the product or validity of a claim.

Exchanges

Rivay does not generally offer exchanges for change of mind, style preference, color preference, or incorrect size selection.

If you would like a different item, you may place a new order.

Where a product is materially defective, damaged upon arrival, or incorrectly shipped, an exchange or replacement may be available as part of the applicable remedy.

Order Cancellations

Orders begin processing shortly after they are placed.

A request to cancel an order is not guaranteed to be accepted.

Once an order has entered production, customization, fulfillment, or shipment, it generally cannot be cancelled unless cancellation is required by applicable law.

For customized, engraved, resized, altered, personalized, or made-to-order products, cancellation may no longer be possible once work has begun.

If we are unable to ship an order within the time required by applicable U.S. law, customers will retain any cancellation and refund rights provided by that law.

Lost or Stolen Packages

If tracking information shows that an order was delivered but you cannot locate the package, please contact the carrier and notify us promptly.

We will reasonably assist with available carrier investigations where appropriate.

A package shown as delivered is not automatically eligible for a refund solely because the recipient subsequently reports that the package cannot be located, except where applicable law requires otherwise.

Claims involving packages that are lost before confirmed delivery will be reviewed based on the shipping method, carrier information, circumstances of the shipment, and applicable law.

Refused or Undeliverable Shipments

Customers are responsible for providing complete and accurate shipping information.

Where a shipment is returned because of:

an incorrect or incomplete address;
failure to accept delivery;
failure to collect the shipment;
refusal to pay lawful import duties or taxes; or
another circumstance attributable to the recipient,

we may deduct actual shipping, return shipping, customs, carrier, or related costs from any amount otherwise refundable, to the extent permitted by applicable law.

Final-sale merchandise does not become returnable merely because delivery was refused.

International Orders

Customers purchasing from outside Hong Kong are responsible for understanding any applicable customs duties, taxes, import restrictions, and other charges imposed by the destination country.

Refusing a shipment because of customs duties, taxes, or import charges does not automatically create a right to a refund.

Mandatory consumer rights in your country or region remain unaffected.

U.S. Customers

For customers in the United States, this Returns & Exchanges Policy is intended to clearly disclose Rivay's return, refund, and exchange terms before purchase.

Except where applicable law provides otherwise, Rivay does not provide a general right to return merchandise solely because a customer has changed their mind.

Certain U.S. states may provide consumers with rights concerning defective merchandise, policy disclosure, delayed shipment, warranties, or other matters that cannot lawfully be excluded by this policy.

Nothing in this policy is intended to waive or restrict any non-waivable right available under applicable federal or state law.

California Customers

Rivay's return policy is intentionally restrictive and is disclosed on our website.

Except where otherwise required by law, products sold as Final Sale, custom products received as ordered, products used or damaged after purchase, products without required original packaging, and products that cannot reasonably be resold for health reasons may be non-returnable.

California customers retain any rights available under applicable California law.

Changes to This Policy

We may update this Returns & Exchanges Policy from time to time.

The policy applicable to an order will generally be the version made available in connection with the purchase, subject to any rights provided by applicable law.