We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We charge a 10% restocking fee for all return orders.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@rixens.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@rixens.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
EU Consumers: Statutory Right of Withdrawal
If you are a consumer based in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period will expire 14 days from the day on which you, or a designated third party other than the carrier, acquire physical possession of the goods.
How to Exercise Your Right of Withdrawal: To exercise this right, you do not need to email us. You can simply use the "Withdrawal" button located at the bottom corner of our website. Clicking this button will open a secure form where you will be asked to provide your name and order reference number. Upon submitting this form, you will automatically receive an email confirming we have received your withdrawal request.
Effects of Withdrawal & Exceptions to Our Standard Policy: Please note that for EU consumers exercising this 14-day statutory right:
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No Restocking Fees: Our standard 10% restocking fee does not apply.
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Refunds: We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We will carry out the reimbursement using the same means of payment as your initial transaction.
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Condition of Goods: You are permitted to handle the goods to establish their nature, characteristics, and functioning. However, you may be liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish these traits.
If you miss this 14-day window, you may still request a return under our standard global 30-day return policy outlined below, which is subject to our standard restocking fees and condition requirements.
