Refund policy
Last updated: October 29, 2026
100 days to decide
Every Rivarella order comes with 100-day returns. If your bag or straps aren't right for you, send them back within 100 days of delivery for a refund.
The terms
- How long: 100 days from the day your order is delivered.
- Condition: unused and undamaged, with all straps and any packaging the order came with.
- What you get: a refund to your original payment method, in the currency you paid in.
- Buy 1 Get 1 Free orders: the free bag and straps come with the bag you paid for. To get a full refund, return every item from the offer together.
- Return postage: paid by you, unless the item is faulty, damaged or wrong (see below).
- Where to send it: email us first. We reply with the return address. Parcels sent without contacting us first may not be processed.
How to start a return
- Email support@rivarella.com with your order number and the items you want to return.
- We reply with the return address and instructions within 24 hours on working days.
- Send the parcel with tracking and keep your proof of postage.
- Your refund goes back to your original payment method within five working days of the items reaching us.
1-year guarantee
Every bag and strap is covered for 12 months from delivery against manufacturing defects in normal use: stitching, zips, clasps, strap clips and other hardware. If something fails, email support@rivarella.com with your order number and a photo. We replace the item or refund it, at no cost to you. Normal wear, accidental damage and misuse are not covered.
Faulty, damaged or wrong items
If an item arrives damaged, faulty or wrong, or something is missing, email support@rivarella.com within 30 days of delivery with your order number and a photo. We replace or refund at no cost to you.
Refunds
We email you as soon as your return reaches us. Refunds go back to your original payment method within five working days of receipt. Your bank or card provider may take a few more days to show it. If you haven't seen your refund 10 working days after our confirmation email, contact us at support@rivarella.com.
Cancelling an order
To cancel, email support@rivarella.com as soon as possible. If your order has already been handed to the carrier, it can't be cancelled, but you can return it under this policy once it arrives.
Customers in the United Kingdom
You also have the right to cancel your order within 14 days of receiving it, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Faulty goods are covered by the Consumer Rights Act 2015. Our 100-day returns and 1-year guarantee add to these rights and never replace them.
Customers in the European Union
You have a legal right to withdraw from your purchase within 14 days of delivery without giving a reason. Our 100-day returns and 1-year guarantee add to this right and never replace it.
Your statutory rights are not affected
Nothing in this policy limits the rights you have under the consumer laws of your country of residence. Where local law gives you stronger rights, those rights apply.
Contact
Rivarella, operated by Kanopy Group LLC
1704 Llano Street, Office B 3015, Santa Fe, NM 87505, United States
Email: support@rivarella.com