At Rivly, we’ve built a return system designed to be fair, efficient, and transparent for both shoppers and sellers, while also being mindful of the expectations created with other top marketplaces in our space. Our shared goal is to ensure that every return experience is smooth and equitable while protecting the integrity of our marketplace.
Return Window
Most items on Rivly can be returned within 30 calendar days of delivery.
Holiday Extension: Items delivered in November or December are eligible for return through January 31, to provide a stress-free holiday experience for shoppers.
Once the return window has passed, returns will no longer be accepted unless required by law.
Return Types
There are three types of returns on Rivly. Some are automated, while others allow sellers limited flexibility:
1. Returnable Items
- Shoppers can initiate a return through their account and will automatically receive either a pre-paid shipping label or a QR code for drop-off at a designated carrier.
- Refunds are automatically processed once the return package is scanned by the carrier.
- We ask that returned items be in new, sellable condition with all original tags, packaging, and accessories intact. However, exceptions are made for items received damaged or defective, or when keeping the original condition isn't practical where we may accept gently used returns (e.g. beauty products).
2. Returnless Refunds
- In some cases (e.g., low-cost, damaged, or defective products), shoppers may receive a refund without needing to send the product back.
- Sellers can configure specific return reasons (such as “item arrived damaged” or “defective”) to trigger a returnless refund, which avoids unnecessary shipping costs and improves customer satisfaction.
3. Unreturnable Items
- Certain products cannot be returned due to health, safety, or product integrity reasons. These settings are controlled by Rivly to maintain consistency across the marketplace.
- Common unreturnable categories include:
- Food, grocery and perishable goods for humans and animals
- Dietary supplements and other ingestible items
- Some personal care and health products (including sex toys)
- Opened or downloaded software
- Custom or personalized products
- Gift cards, memberships, and subscriptions
- Hazardous materials
- If an unreturnable item arrives defective, damaged, or is not the correct item, sellers must still issue an appropriate refund to the shopper. However, if the seller would still like the item shipped back, they can arrange their own return shipping in communication with the shopper or there is an option to manually enable a 7-day return window to allow the shopper to return the item through Rivly’s standard return process with a pre-paid label (see further below).
- If you believe your product should be categorized as unreturnable but isn’t, please contact Rivly support to review your listing.
Return Authorization & Restocking Fees
- All returns are automatically authorized—no seller approval is required. This policy ensures a consistent, customer-friendly experience across the marketplace.
- Restocking fees are not permitted for any returns within the eligible return window.
- In return for this flexibility, sellers receive complete transparency: the shopper’s honest return reason and any attached comments or photos are shared directly with the seller to help improve product quality and accuracy.
Seller-Enabled Returns for Normally Non-Returnable Items
Sellers may, at their discretion, enable returns for items that are typically non-returnable or outside the standard window.
- From your Orders page, select “Enable Shopper Returns” to activate a 7-day return window for that specific order.
- Once enabled, the shopper can go through the standard return process and generate a pre-paid shipping label.
Return Shipping & Costs
- The Rivly marketplace offers free return shipping for shoppers through pre-paid labels, and sellers cover the cost of these return labels as billed to their account.
- No restocking or handling fees may be deducted from refunds.
- To offset this cost, sellers can configure specific returnless refund scenarios (e.g., damaged, defective) within their settings to avoid unnecessary shipping expenses.
Refunds
- Refunds are automatically issued to the shopper’s original payment method or as credit with Rivly Rewards once the return has been scanned by the carrier or received by the seller (depending on the return type). Returnless refunds are issued upon completion of the return process.
- Sellers should inspect returned items promptly and maintain accurate records for quality assurance.
Return Abuse
Rivly monitors return patterns to protect sellers from fraudulent or excessive return activity based on industry standards.
- Shoppers who misuse the return system may face account restrictions or permanent removal from the marketplace.
- If you see a return that has been made in error, bad faith, or violation of marketplace rules, we encourage you to report it through Seller Support along with the order ID for investigation. We rely on sellers to help us police the quality of returns so that shoppers can be held accountable in creating a fair marketplace.
Our Commitment to Sellers
Rivly is built on a foundation of trust, fairness, and transparency. We partner with small businesses and independent sellers who stand behind their products — and we’re committed to ensuring they’re treated fairly in the process.
If you encounter issues with returns, classification of unreturnable items, or potential return abuse, please contact Rivly Seller Support. Our team is here to help you maintain a balanced, fair, and thriving selling experience.