At Rivaah, every invitation and stationery piece is created especially for your celebration. Since our designs involve customisation, illustration, editing, and/or production specifically for you, our return and refund policy is a little different from that of standard retail products.
We encourage you to read the following carefully before placing your order.
1. Custom & Personalised Designs
Most of our wedding invitations, digital invites, stationery, illustrations, and other products are made-to-order and personalised.
Once an order has been confirmed and work has begun, it cannot be cancelled or refunded simply because you have changed your mind.
This includes orders where:
- Custom design work has already started
- Illustrations or artwork have been created
- Personalised text or details have been added
- A design has entered the revision or approval stage
- The final files have been prepared or delivered
2. Cancellation
Cancellation requests must be made before design work begins.
If you request cancellation before work has started, we may be able to provide a refund after deducting any applicable payment gateway or administrative charges.
Once work has commenced, the order will generally be non-refundable.
3. Design Revisions
We want you to love your invitation.
Depending on the package selected, a specified number of design revisions may be included. Revisions refer to reasonable changes to the existing design, such as:
- Text changes
- Colour adjustments
- Minor layout changes
- Small design refinements
A completely new concept, change of theme, major illustration changes, or redesign after approval may be treated as a new design request and may incur additional charges.
4. Client-Provided Information
Please carefully check all names, dates, times, venue details, spellings, addresses and other information provided to us.
Rivaah is not responsible for errors resulting from incorrect information supplied or approved by the client.
If an error is discovered after final approval or delivery, corrections may incur additional charges.
For printed stationery, we strongly recommend carefully reviewing and approving the final proof before printing.
5. Digital Invitations
Digital invitations, animated invitations, wedding websites, and other digital products are non-returnable and non-refundable once the final product has been delivered.
If there is a technical issue or an error attributable to Rivaah, please contact us within [48 hours / 3 days] of delivery and we will review the issue and, where appropriate, provide a correction.
6. Printed Invitations & Stationery
Because printed stationery is produced specifically for your event, it cannot be returned once printing has commenced.
If your order arrives with:
- Printing defects
- Significant damage during delivery
- Missing items
- An incorrect quantity
- An error made by Rivaah
please contact us within 48 hours of receiving the order with photographs/videos of the issue.
After reviewing the issue, we may offer a replacement or other appropriate resolution.
Please retain the original packaging and damaged items until the issue has been resolved.
7. Shipping Damage
Rivaah takes care to package stationery securely. However, if your order is damaged during transit, please notify us as soon as possible with clear photographs of:
- The damaged product
- The packaging
- The shipping label
This allows us to raise the matter with the delivery partner and determine the appropriate resolution.
8. Refunds
Where a refund is approved, it will generally be processed to the original payment method.
Refund processing times may vary depending on your bank, payment provider, or payment gateway.
Any non-refundable payment gateway, transaction, shipping, or third-party charges may be deducted from the refund where applicable.
9. What Is Not Eligible for a Refund
Refunds will generally not be provided for:
- Change of mind after work has started
- Incorrect information provided by the client
- Spelling or wording errors approved by the client
- Delays caused by late responses or approvals from the client
- Design preferences changing after approval
- Failure to provide required information on time
- Digital products already delivered
- Printed products after printing has commenced
- Delays caused by circumstances outside Rivaah’s control
10. Our Commitment
We understand that wedding stationery is an important part of your celebration. Our goal is not simply to deliver an order, but to create something you’ll be excited to share.
If something isn’t right with your order, please reach out to us before assuming it cannot be resolved. We’ll always do our best to find a fair solution.