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Return & Refund Policy

Effective Date: 25.2.2025
Last Updated: 25.2.2025

At RIVO, we are committed to providing high-quality fitness technology that enhances your running experience. If you are not fully satisfied with your purchase, we offer a straightforward return and refund policy designed to ensure a hassle-free, cost-free return experience for our customers.

1. Eligibility for Returns

We accept returns under the following conditions:

 

  • Items must be returned within 35 days of the delivery date.

  • The product must be unused, in its original condition, and in its original packaging, including all accessories, manuals, and labels.

  • For products that have been used, we offer a 1 month satisfaction guarantee. If you are not satisfied with your experience, you may return the product, provided it shows no excessive wear or damage.

  • Subscription services and digital products (such as AI coaching plans) are non-refundable unless there is a technical issue preventing access to the service.

2. Non-Returnable Items

The following items are not eligible for returns:

 

  • Customized or personalized products (e.g., engraved smart insoles).

  • Downloadable software, digital content, and gift cards.

  • Products damaged due to misuse, unauthorized modifications, or accidents.

  • Items purchased from third-party retailers (returns must be handled according to their policies).

3. How to Initiate a Return (Free Return Shipping)

RIVO has arranged for a free return shipping process to make returns as simple as possible. Follow these steps:


1. Submit a Return Request

  • Contact our support team at support@rivo.run with your order number and reason for return.

2. Receive a Return Authorization (RA) Number & Free Return Label

  • If your return is eligible, we will provide you with a Return Authorization Number (RA Number).

  • You will also receive a prepaid return shipping label so you can return the product at no extra charge.

3. Ship the Product

  • Securely pack the item and include all original contents.

  • Attach the prepaid return label to the package and drop it off at the designated carrier (e.g., DHL, UPS, FedEx, or local postal service).

  • If necessary, you may schedule a free pickup service where available.

4. Refund Policy

Once we receive and inspect your return, we will process your refund:


1. Approved Refunds

  • Refunds are issued to the original payment method within 5-10 business days.

  • If purchased with gift cards or store credit, the refund will be provided as store credit.

2. Partial Refunds

  • If the product is returned in a used or damaged condition, we reserve the right to issue a partial refund.

3. Shipping Costs

  • Since RIVO provides free return shipping, the original shipping fee (if applicable) remains non-refundable, except in cases where the return is due to a defective product or an error on RIVO's part.

5. Exchanges

If you need a different size or model, we offer free exchanges for the same product within 30 days. Contact support@rivo.run to request an exchange.

6. Defective or Damaged Products

If you receive a defective or damaged product:

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  • Contact us within 7 days of delivery at support@rivo.run.

  • Provide photos or videos showing the issue.

  • We will replace the product at no cost to you or offer a full refund if a replacement is unavailable.

7. Subscription Cancellations & Refunds

RIVO offers a 1 month free trial for new users. If you cancel during this period, you will not be charged.
Subscriptions can be canceled anytime via the RIVO App or by contacting billing@rivo.run.
If you forget to cancel before your renewal date, refunds are not guaranteed but may be issued on a case-by-case basis.

8. International Returns (Free Return Shipping Applies)

  • RIVO also provides free return shipping for international orders, where available.

  • If free return shipping is not available in your country, we will work with you to arrange the best alternative return option at no cost.

9. Contact Us

For any return or refund-related inquiries, please contact:


📧 Email: support@rivo.run


📍 RIVO Europe Ltd. – 12 Hay Hill, Mayfair, London, W1J 8NR
📍 RIVO L.L.C (Dubai) – Dubai Business Bay, Bay Square, Building 04 Level 02
📍 RIVO US LLC – 200 Spectrum Center Drive Suite 300, Irvine, CA 92618

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