Returns & Refunds Policy

River & Oak Toronto
Last updated: [Insert Date]

1. Returns Window

We offer a 30-day return policy, meaning you have 30 days from the date your order is delivered to request a return.

To be eligible for a return:

• Items must be unused, unworn, and in their original condition.

• All original tags and packaging must be included.

• Proof of purchase is required.

We reserve the right to refuse returns that do not meet these conditions.

2. Initiating a Return

To request a return, please contact us at:

support@riverandoak.com

Please include:

• Your order number

• The item(s) you wish to return

• The reason for your return

• Photos (if the item is damaged, defective, or incorrect)

Returns must be approved before being shipped back to us.

3. Return Shipping

Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.

We strongly recommend using a tracked shipping service, as we are not responsible for returns lost during transit.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or you receive the wrong item, contact us within 48 hours of delivery at support@riverandoak.com.

If your claim is approved, we will provide an appropriate resolution, which may include:

• A replacement

• A refund

• A repair (where applicable)

If a return is required, we will cover the return shipping costs.

5. Non-Returnable Items

The following items cannot be returned:

• Personal care products

• Custom or personalized items

• Perishable goods

• Gift cards

• Final sale or clearance items

6. Exchanges

We do not offer direct exchanges.

If you would like a different size, colour, or product, please return the original item (if eligible) and place a new order.

7. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your payment provider.

Original shipping charges are non-refundable unless the return is due to our error.

8. Order Cancellations

Orders may be cancelled within 12 hours of purchase.

After this period, your order may already be in processing and cancellation may no longer be possible.

9. Limitation of Liability

River & Oak is not responsible for damages resulting from:

• Improper use of our products

• Normal wear and tear

• Shipping delays caused by carriers, customs, weather, or circumstances beyond our reasonable control

To the maximum extent permitted by applicable law, our liability is limited to the purchase price of the product(s) purchased.