Refund policy

Last updated: 13 October 2026

We want you to purchase from Rivo with clarity and confidence. This policy explains the conditions for order cancellations, change-of-mind returns, exchanges, damaged or incorrect items and refunds.

This policy applies to eligible products purchased directly from Rivo through our website or another authorised Rivo sales channel in Singapore.

Change-of-mind returns are separate from product warranty claims and statutory remedies for defective or non-conforming goods. Updates to this policy do not retrospectively reduce the agreed purchase terms, warranty coverage or statutory rights applicable to an existing order.

1. Change-of-Mind Returns

To qualify for a change-of-mind return, the return request must be submitted within 15 days from the date the order was delivered.

The product must be:

• Unused and uninstalled.
• Never connected to a water supply.
• Free from water residue, marks, scratches and damage.
• Complete with all supplied parts, accessories and documentation.
• Returned in its original packaging.
• In a condition suitable for resale.
• Accompanied by the order number or other proof of purchase.

Rivo reserves the right to decline a change-of-mind return where the product does not meet these conditions.

2. Installed, Connected or Used Products

Products that have been installed, connected to a water supply, water-tested or used cannot be returned for change of mind.

Where an installed or used product is believed to be defective, it may still be assessed under our Warranty Policy and applicable Singapore consumer law.

The absence of original packaging will not automatically prevent the assessment of a genuine defective-product claim, although customers should retain the packaging where reasonably possible.

3. Air8 Filter Cartridges

Sealed and unused Air8 replacement filter-cartridge packs may be returned within the 15-day change-of-mind period where all other return conditions are met.

The following cannot be returned for change of mind:

• Opened or unsealed filter cartridges.
• Cartridges that have been inserted into a hand shower.
• Wet, used, saturated or obstructed cartridges.
• Cartridges showing contamination, damage or handling marks after delivery.

A cartridge that arrives damaged, incorrect or defective may still be reported to Rivo for assessment.

4. Customer-Configured and Specially Sourced Products

Certain shower systems or components may be specially sourced, modified or configured at the customer's request. This may include:

• Alternative shower-bar lengths.
• Substituted overhead showers or hand showers.
• Specially selected components or accessories.
• Non-standard finishes or product combinations.
• Other agreed alterations or special procurement.

Any requested configuration must meet applicable certification and regulatory requirements. Availability and the agreed configuration will be confirmed before special procurement or preparation begins.

Once procurement, modification, assembly or preparation of a customer-configured or specially sourced product has begun, the order cannot be cancelled or returned for change of mind.

This restriction does not affect the customer's rights where the product is defective, incorrect or materially different from the configuration agreed with Rivo.

5. Order Cancellations Before Dispatch

Standard in-stock, pre-order and out-of-stock product orders may be cancelled for a full refund at any time before dispatch.

Once an order has been dispatched, it can no longer be cancelled. The customer may instead request a return after delivery, subject to the eligibility conditions in this policy.

Customer-configured or specially sourced products remain subject to Section 4, even where they have not yet been dispatched.

To request cancellation, contact Rivo as soon as possible. A cancellation is confirmed only when Rivo has acknowledged that the order was successfully cancelled before dispatch.

6. Damaged, Missing, Incomplete or Incorrect Items

Please inspect your order promptly after delivery.

Visible transit damage, missing components, incomplete orders or incorrect items should be reported within 48 hours from delivery.

Please provide:

• Your order number.
• A clear description of the issue.
• Photographs of the external shipping carton.
• Photographs of the internal packaging.
• Photographs or a short video of the affected product.
• Details of any missing or incorrect component.

Please retain the product and all packaging while the matter is being assessed. Do not install a visibly damaged or incorrect product unless Rivo has confirmed that you may proceed.

The 48-hour period is a request for prompt reporting of issues that are reasonably visible upon delivery, so that we can assess the issue and assist with any delivery claim. Reporting after 48 hours does not automatically remove your rights concerning damaged, missing, incomplete, incorrect or defective goods.

A defect that could not reasonably have been identified during the initial inspection may still be assessed under our Warranty Policy and applicable Singapore law. Please report any issue as soon as reasonably possible after discovering it.

7. Sale, Promotional and Final-Sale Products

Sale and promotional products follow the same return conditions as regularly priced products unless the relevant product or offer was clearly identified as Final Sale before purchase.

Products clearly marked as Final Sale cannot be returned for change of mind.

Final-sale status does not affect any rights or remedies available where a product is defective, incorrect or does not conform to the sales contract.

8. Return Delivery Costs

For approved change-of-mind returns:

• The customer is responsible for return delivery costs.
• The customer is responsible for ensuring that the product is packaged securely.
• Any original delivery charge paid is not refundable.
• No restocking fee will be charged.

Where the original order qualified for complimentary delivery, Rivo will not deduct an artificial outbound delivery charge from the approved refund.

Where a product is confirmed to be defective, damaged in transit, incomplete or incorrect, Rivo will arrange or reimburse reasonable return or replacement delivery costs in accordance with the instructions we provide.

Please do not arrange unusually expensive or urgent return transport without first receiving confirmation from Rivo.

Return and replacement delivery costs are separate from the labour required to remove or install a product or component. Removal and installation labour is addressed in Section 12 and our Warranty Policy, subject to applicable law.

9. How to Request a Return

To request a return, contact Rivo by email or message Rivo on WhatsApp.

Please include:

• Your order number or proof of purchase.
• The product and variant being returned.
• The reason for the return.
• Clear photographs of the product and packaging.

If the return is approved, we will provide the return address and applicable instructions. Rivo does not maintain a public showroom, and returns must not be sent or delivered without prior approval.

Products returned without prior authorisation may be refused or returned to the sender.

10. Exchanges

Where practical and subject to stock availability, Rivo may arrange a direct exchange for an eligible unopened and unused product.

For a change-of-mind exchange, the customer is responsible for the return and redelivery costs. Any difference in product price must be paid before the replacement is dispatched.

Alternatively, the original product may be returned for an approved refund, after which the customer may place a new order.

Where an exchange is required because the supplied product is confirmed to be defective, damaged, incomplete or incorrect, Rivo will provide the appropriate return and replacement instructions.

11. Inspection and Refunds

Returned products will be inspected after receipt. We will notify you whether the return and refund have been approved.

Approved refunds will be submitted to the original payment method within 10 business days after the return inspection has been completed.

Your bank, card issuer or payment provider may require additional time to process and display the refund after it has been submitted by Rivo.

If more than 15 business days have passed since Rivo confirmed that the refund was submitted, please contact us at contact@rivobath.com.

12. Installation and Other Services

Product returns do not automatically cancel or refund installation or other separately arranged services.

Installation work that has already been completed is not refundable merely because the customer later changes their mind about the product.

Any cancellation, rescheduling or concern relating to a separately arranged installation will be assessed according to the appointment status, work performed and the applicable installer arrangements.

For an approved claim under Rivo's voluntary product warranty, an eligible replacement component is supplied at no charge for that component. Plumbing labour to remove the faulty component and install the replacement, including a replacement mixer, is generally chargeable as set out in our Warranty Policy, unless applicable law requires Rivo to bear those costs or we agree otherwise in writing.

Any proposed chargeable assessment, removal or installation work will be explained and agreed before it proceeds. An onsite assessment is generally provided without an assessment charge where a covered manufacturing defect is confirmed, as set out in the Warranty Policy.

Where a repair or replacement is required under applicable Singapore consumer law, Rivo will bear the necessary costs required by that law, including labour, materials and postage. Nothing in this section excludes rights or remedies concerning defective products or installation workmanship.

13. Malaysia and Other Special Delivery Arrangements

Return, exchange, delivery and collection arrangements for an approved order delivered to Malaysia or another specially agreed destination will be confirmed before purchase and may differ from the standard Singapore return process.

Unless the product is confirmed to be defective, damaged, incomplete or incorrect, the customer will generally be responsible for international or cross-border return costs.

14. Defective Products and Consumer Rights

This change-of-mind return policy is separate from the rights and remedies that may apply where goods are defective, do not conform to their description or do not conform to the sales contract.

Where a product issue arises after installation or use, please refer to our Warranty Policy and contact Rivo for assessment. The warranty periods, coverage and exclusions applicable to your product and order are set out there. Purchases made before a revised warranty takes effect retain the warranty terms applicable when the order was placed.

Under Rivo's voluntary product warranty, confirmed manufacturing defects within the applicable warranty period will normally be resolved by replacing the affected component, including the mixer where applicable, at no charge for the covered replacement component. Removal and installation labour is addressed in Section 12.

Normal wear and tear and damage caused by sediment, water-borne rust particles or debris from the property's water supply or existing pipework are excluded from the voluntary manufacturing-defect warranty, as explained in the Warranty Policy. The presence of deposits or rust does not automatically exclude an unrelated manufacturing defect. Corrosion caused by a manufacturing defect may still qualify for assessment.

An approved claim under the voluntary warranty does not automatically entitle the customer to a refund of the entire product. This does not limit any repair, replacement, price reduction or refund remedy required by applicable law.

The 15-day change-of-mind period, unused-product conditions, original-packaging requirement and final-sale restrictions do not restrict statutory remedies for defective or non-conforming goods.

Nothing in this Refund Policy excludes, restricts or replaces any rights or remedies available to consumers under applicable Singapore law.