RETURNS & REFUNDS

Our return policy is effective for 30 days since receiving your 
product.​ To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. For refunds (if applicable), please send an email to Customer.rivexy@gmail.com​ ​with your full name, order number, item description and the reason for your return.
Return requests for orders received and delivered after ​30 days​ will be politely declined. We hope you understand. ​If ​30 days have gone by since your order has been delivered, unfortunately we can’t offer you an exchange or a refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.
Please make sure to read our item descriptions carefully. ​Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.
Every once in a while an issue may occur with an order. We are all only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to ​replace or refund​ the item. 

Our Responsibility
● Faulty Product: If the product has a manufacturing defect.
● Wrong Item Sent: If we send you the wrong product, color or size.
Your Responsibility Oops! Somewhere along the way you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item.
For example:
Incorrectly Provided Address: If you made an error in the address. We are not
responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.
Return / Exchange Process
If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.
Exchange Request Instructions
Please follow these instructions for Return Request:
1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to ​[YOUR SUPPORT EMAIL ADDRESS]​.
1. Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number - If there are multiple products in an order, identifying
the product with the issue
Our support team will respond within 1 business day and Return Instruction
will be provided.
All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.
Refunds will not be granted if the customer ordered the incorrect
size/color/quantity etc.​ We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.
Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.

DO NOT RETURN USED ITEMS.

Steelmade provides a 30 day return window from the date of purchase where items in new and unused condition may be returned for a refund for any reason. Return shipping charges are the sole responsibility of the customer and returns are subject to no restocking fee. Any shipments sent collect on delivery will not be accepted. Please note that all product bundles on our website are sold as a complete unit, and partial returns will not be accepted.

Refunds must be returned in their original packaging (excluding outer shipping box) with all included accessories.

USED ITEMS ARE NOT ELIGIBLE FOR RETURN

No returns or exchanges may be made after 30 days.

NOTE: CUSTOM ORDERS CAN NOT BE RETURNED

Returns must be received in original condition within 10 days of authorization of return. Refunds will be issued once the product has been received and inspected by Customer Service. Please allow up to 5 business days for returns to be processed.

 

SENDING YOUR RETURN

Contact customer support via email at Customer.rivexy@gmail.com to request a Return Label. Returns sent without an Return Labels will not be accepted. 

You are responsible for making sure the items being returned are well packaged. Poorly packaged items that result in damage may not qualify for a refund. Please make sure that the original packing list is included inside the box for accurate processing.

You may ship your return using the carrier of your choice to the address given by us and the return labels.

 

CANCELLATION POLICY

We will accept cancellation of your order for items that have not shipped or that are on back order. Once an item has shipped, cancellation is not possible. Custom and special order items cannot be cancelled.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support email.