We want to make sure your expectations are exceeded. However, if you would like a refund for any reason, please follow the instructions below. If you need assistance, please contact our customer service team: email@example.com
Our return policy
If you're not happy with your order, you have 14 days from the delivery date to return any items you don't want to keep to us. We will refund you in full for any items returned to us. Please note here important information in case of a partial return.
All products must be unworn, unaltered, unwashed and have the original tags attached. Also important: Please pack the products with all parts and the packaging material back into the packaging.
Return shipping costs
The return costs are at the expense of the customer (see "GTC" and "Right of Withdrawal"), except in the case of an exchange - only valid for orders with a delivery address in Germany, as explained in the next section "Free exchange".
Freight collect shipments are not accepted by us and are automatically rejected.
For an exchange, you must return the items you wish to exchange back to us and place a new order in our online store.
We offer you a discount code in the amount of the return shipping costs, which you can apply to your new order so that you are not disadvantaged by the exchange.
In the case of an exchange and BEFORE placing your new order, please send us an email to firstname.lastname@example.org so that we can provide you the discount code.
The new order can be placed at any time you wish, i.e. you can wait until your return is processed and refunded by us or you can place the new order immediately after receiving your discount code from us.
The free exchange is only valid for orders with a delivery address in Germany and only for 1 exchange per article.
How can you organize the return?
1. Let us know
You can choose between the classical procedure with the return form (also described in the "Right of Withdrawal" policy) or you can use our new online return procedure.
Online return procedure
Go to https://account.riomartina.com/ and insert the same e-mail address you used for your order.
Immediatly after you will receive in the same e-mail address a 6-Digits one time password that you will use to login.
In the next screen, select your order and just follow the instructions on-screen to request the return of any articles in your order.
Procedure with return form
Send us an email (email@example.com) with the subject line: return + order number
Attach the return form you filled out to the e-mail.
Please include a printed version of the return form in your return package.
Where can you find the return form? -> You received a link to download your return form in your shipping confirmation email.
All refunds will be made using the same payment method used for the original payment, unless expressly agreed otherwise with you.
2. Choose a shipping service provider of your choice.
The shipping costs are to be borne by you. We recommend tracked shipping. Please keep the receipt as proof.
3. Return: Send the package back to us
Retouren Rio Martina
Hofer Strasse 11
We will then email you once we have received and processed your return.
Please note that it can take up to 5 working days for your return to be processed and inspected once it reaches our warehouse.
Once we have inspected your returned items, we will immediately initiate your refund. All refunds will be made using the same payment method used for the original payment, unless expressly agreed otherwise with you. The date when the money is actually credited to your account or credit card depends on the payment service provider. In some cases it can take up to 5-10 business days to appear on your statement.