RETURN POLICY

Rilovio™ | Hangzhou Shunlian Network Technology Co., Ltd. | Legal Representative: Pang Ya
Business Address: Room 704-9, 7th Floor, Building 1, No. 180 Kecheng Street, Qiaosi Subdistrict, Linping District, Hangzhou City, Zhejiang Province | Email: service@rilovio.com

1. Return Window

Eligible products may be returned within 30 calendar days after delivery.

Customers should contact us within the return period before sending the product back.

Submitting a request within the return period does not require the customer to physically deliver the parcel to the return facility on the same day, provided the approved return instructions are followed within a reasonable period.

2. General Return Eligibility

To qualify for a standard preference-based return, the product should generally:

• Be unused;

• Remain in its original condition;

• Include original components;

• Include original packaging where reasonably applicable;

• Not show damage caused after delivery;

• Be returned according to the instructions provided by our support team.

A reasonable inspection may be completed after the returned product arrives.

3. How to Request a Return

Before sending an item back, email:

service@rilovio.com

Please provide:

• Your order number;

• The product you wish to return;

• The reason for the request;

• Relevant photographs or videos where appropriate.

Our support team will review the request and provide return instructions if the item is eligible.

4. Return Address

Do not automatically send returns to our business registration address.

The address listed at the top of this policy identifies the legal business operator.

The correct return destination may be a different warehouse or return facility.

After a return request is approved, our team will provide the appropriate return address and instructions.

Sending a parcel to an unapproved destination may delay processing.

5. Preference-Based Returns

A preference-based return includes situations such as:

• Change of mind;

• No longer wanting the item;

• Personal preference regarding appearance or suitability where the product matches its description;

• Ordering an item that is no longer required.

For an eligible preference-based return, the customer is generally responsible for return shipping costs.

Rilovio™ does not impose an excessive restocking charge merely for submitting a normal eligible return.

6. Damaged Products

If a product arrives damaged, contact us with relevant photographs or other information.

Customers should notify us within a reasonable period after discovering the problem.

Where the claim is verified, we will provide an appropriate solution without requiring the customer to bear costs resulting from a product arriving damaged.

7. Defective Products

If a product has a functional defect that was not caused by misuse, alteration, abnormal handling, or ordinary wear, contact us.

We may request reasonable supporting information to understand the defect.

Verified cases may be resolved through a replacement, refund, return arrangement, or another appropriate solution depending on the circumstances.

8. Incorrect Products

If the product received is not the item ordered, contact us.

Please provide the order number and photographs showing the item received where reasonably possible.

Customers will not be required to bear additional return costs resulting from Rilovio™ sending the wrong item.

9. Materially Different Products

If an item is materially different from the description or specifications presented on the product page, contact us.

Minor differences caused by screen display, lighting, manufacturing tolerance, or normal material variation are not automatically considered a material mismatch.

Significant differences affecting the identity, function, or important advertised characteristics of the product will be reviewed.

10. Non-Returnable Situations

A return may be declined where:

• The return period has expired;

• The product has been materially used or damaged after delivery;

• Parts are missing because of customer handling;

• The item has been altered;

• The product cannot reasonably be returned for hygiene or safety reasons and this restriction was clearly disclosed before ordering;

• The request involves misuse of the return process.

Nothing in this section is intended to remove rights that cannot legally be excluded.

11. Return Shipping Costs

For preference-based returns, customers are generally responsible for the cost of returning the item.

For verified cases involving damaged, defective, incorrect, or materially misdescribed products, Rilovio™ will provide an appropriate solution without requiring the customer to bear costs caused by our error or the qualifying product issue.

12. Inspection of Returned Items

Returned products may be inspected after arrival.

The inspection helps confirm:

• The item returned;

• Its condition;

• Whether required components are present;

• Whether the return corresponds with the approved request.

If additional information is required, our support team may contact the customer.

13. Refund Processing

After an eligible return is received and inspected, approved refunds are normally issued within 5–10 business days.

The refund will generally be returned through the same transaction channel associated with the original order where available.

External processing systems may require additional time before the returned amount becomes visible to the customer.

14. Partial Resolutions

Where only part of an order is affected, the solution may apply only to the affected product or portion of the order.

A full-order refund is not automatically required where the concern relates to only one product and the remaining products are satisfactory.

15. Cancellations Before Dispatch

Customers who wish to cancel an order should contact us as early as possible.

A cancellation may be possible before the order enters dispatch preparation.

Once an order has been dispatched, cancellation in transit may no longer be possible.

After delivery, an eligible product may instead be handled through this Return & Refund Policy.

16. Order Changes

Requests to modify product selections, quantities, or delivery information should be sent as soon as possible.

We will make a reasonable effort to assist before dispatch preparation has progressed too far.

Changes cannot be guaranteed once fulfillment is underway.

17. Contact

Return and refund requests should be sent to:

service@rilovio.com

Include your order number and sufficient information for us to review the request.