Refund policy

Last updated: October 27, 2026

We want you to be certain about your vessel. This policy explains when and how a vessel can be returned. It applies to all orders placed on rivelor.com and is part of our Terms of Service.

CANCELLING AN ORDER

Ready to deliver (TIDE, MONOLITH): you may cancel free of charge at any time before your order ships. Once it has shipped, the return terms below apply.

Made to commission (all other vessels): you may cancel free of charge within 48 hours of placing your order. After 48 hours, production of your vessel begins and your commission is final: it can no longer be cancelled or refunded, except in the case of a delay described below. Once it has shipped, the return terms below apply.

If, before your order ships, we notify you of a delay beyond the delivery time stated in our Shipping Policy, you may cancel it for a full refund.

All cancellation requests must be sent in writing to contact@rivelor.com with your order number.

RETURN WINDOW

Ready to deliver (TIDE, MONOLITH): you may request a return within 30 days of the delivery date, with our written approval given before anything is sent back.

Made to commission (all other vessels): each vessel is produced for your order alone and is final sale once it ships; it cannot be returned. Transport damage, under our Shipping Policy, and our 5-Year Limited Warranty still cover it in full.

CONDITIONS

To be accepted, a returned vessel must be:

new, unused and never installed;
never filled with water: for hygiene reasons, any trace of water, moisture or use makes a vessel ineligible for return;
complete, with its Hot & Cold Unit, cover, accessories and documents;
in its original crate and packaging, in the condition in which it was delivered.

Vessels made to a specification outside our standard collection (non-standard dimensions, colors or fittings agreed in writing before the order) are final sale and cannot be returned.

HOW TO REQUEST A RETURN

Every return must be approved in advance. Email contact@rivelor.com with:

your order number;
your full name and delivery address;
the vessel concerned;
the reason for the return;
photos of the vessel and of its packaging.

We will reply within 24 hours. If your return is approved, we will send you written instructions and the return address. Please do not ship anything before you receive them: unapproved returns will be refused.

RETURN COSTS

Return shipping is your responsibility. You arrange and pay the freight carrier directly, and the vessel travels at your risk until we receive it, so we recommend insuring the shipment.

A restocking fee of $250 and the cost of the original delivery are deducted from your refund.

INSPECTION AND REFUND

We inspect each returned vessel on receipt. If it meets the conditions above, your refund is issued within 7 business days of the inspection, to your original payment method. Your bank may need a few additional days to show it.

If the vessel comes back damaged, incomplete, used or not in its original packaging, we may refuse the return or deduct the cost of repair, missing items or loss of value from your refund. We will explain any deduction in writing with photos.

EXCHANGES

We do not offer direct exchanges. To change vessels, request a return as described above and place a new order.

TRANSPORT DAMAGE AND DEFECTS

A vessel that arrives damaged is not a return: please follow the inspection steps in our Shipping Policy and report the damage within 48 hours of delivery, with photos. Manufacturing defects that appear later are covered by our 5-Year Limited Warranty, described in our Terms of Service.

DELIVERY NOT RECEIVED

If tracking shows your order as delivered but you have not received it, email us within 48 hours. We will open an investigation with the carrier on your behalf.