Return & Refund Policy

1. Return Policy

RiverwoodStore accepts eligible return requests within 30 days from the date of delivery.

A returned product should:

  • Be unused.
  • Remain in the condition in which it was received.
  • Include its original packaging.
  • Include original parts or accessories where applicable.
  • Be accompanied by proof of purchase.

Items that do not meet these requirements may not qualify for return.

2. Products That Cannot Be Returned

The following products are generally excluded from returns:

  • Gift cards.
  • Personalized or customized items.
  • Clearance or final sale products.
  • Products specifically identified as non-returnable.
  • Items that have been used, modified, or damaged after delivery.

Please contact customer service if you are unsure about a product's return eligibility.

3. Starting a Return

Before sending any item back, please contact RiverwoodStore:

Email:
service@riverwoodstore.com

Please include:

  • Your order number.
  • The product being returned.
  • Your reason for the return.
  • Supporting photos if the item is damaged, defective, or incorrect.

Our customer service team will review the request and confirm the appropriate return steps.

4. Where to Send Returns

Eligible returns should be sent to:

Return Facility:
Hangzhou Chuanliudongke Technology Co., Ltd.

Return Address:
Room B304, Unit 201, Building 1, Yangliujun Garden District 1, Shangcheng District, Hangzhou City, Zhejiang Province, China

Before mailing the package, please contact us and provide your order number so we can confirm the return request.

Using a trackable shipping method is strongly recommended. Please keep the tracking information until the return has been completed.

5. Return Shipping

For returns that are not related to a product defect or order error:

  • Return shipping costs are the customer's responsibility.
  • Original shipping charges are non-refundable.
  • Customers should use a trackable shipping method.

If you received a defective or incorrect product, please contact us before arranging the return.

When the issue is confirmed and a return is required, RiverwoodStore will provide the appropriate shipping instructions, and the customer will not be responsible for the applicable return shipping cost.

6. Review of Returned Products

Returned products will be reviewed after they arrive at our return facility.

The review may confirm:

  • Product condition.
  • Original packaging.
  • Included components or accessories.
  • Proof of purchase.
  • Compliance with the applicable return requirements.

We will notify you after the review has been completed.

7. Refund Processing

If a return is approved, the refund will be sent to the original payment method.

Refund processing normally takes:

5–10 business days

Your financial institution may require additional time before the funds appear in your account.

Original shipping charges are non-refundable.

8. Damaged, Defective, or Incorrect Orders

Please contact RiverwoodStore within 7 days of delivery if a product arrives damaged, defective, or different from the item ordered.

Please send:

  • Your order number.
  • A description of the problem.
  • Clear photographs of the product.
  • Packaging photographs where appropriate.

After review, the available resolution may include:

  • Replacement.
  • Exchange.
  • Refund.

Please keep the affected product and packaging until the request has been reviewed.

9. Missing Products

If a product is missing from a delivered order, please contact us within 7 days of delivery.

Include your order number and identify the missing product so we can review the shipment.

10. Exchanges

Exchange requests are subject to product availability.

Please contact us before sending an item back for exchange.

If the requested replacement is unavailable, we may offer another appropriate resolution, including a refund where applicable.

11. Order Changes or Cancellations

Requests to change or cancel an order should be submitted within 48 hours after purchase.

We will attempt to accommodate eligible requests.

Once fulfillment or shipping has begun, changes or cancellations may no longer be possible.

12. Customer Support

For assistance with returns, exchanges, refunds, or product issues, please contact:

Email:
service@riverwoodstore.com

Phone:
+1 2053506188

Service Hours:
Monday – Friday, 9:00 AM – 6:00 PM (EST)