Refund and Returns Policy

Refund, Resend and Returns Policy

At 5 Rivers Store, we want you to have a great shopping experience. If something goes wrong with your order, we are here to help. Please review our policy below for refunds, resends, and returns.

1. Product Issues and Timeframes for Disputes

If your item arrives damaged, defective, or incorrect, you must open a dispute with us within the following strict timeframes based on the date of delivery:

  • Ordinary Products: Please complain or open a dispute with us within 5 days after the package is delivered.
  • Electronic Products: Please complain or open a dispute with us within 10 days after the package is delivered.

2. Damaged or Defective Items

If your item arrives badly damaged or partially damaged (except for minor issues like single threads, slight wrinkles, or small scratches due to international shipping), please contact our support team immediately within the timeframes mentioned above.

To help us process a refund or replacement quickly, you must provide:

  • Clear photos or a short video showing the damage or defect (if a photo cannot clearly show the defect, a video must be uploaded).
  • A screenshot of the complaint or issue including the customer's name, date, and details.

3. Non-Received and Delayed Orders

If your order is significantly delayed past our standard shipping timeframes or tracking shows it was not received, please contact us so we can verify the shipping status and arrange a proper resolution or refund.

4. How to Open a Dispute or Request a Return

If you have any issues with your order, please reach out to us directly through our official customer support email at [insert your business email here].

Do not send items back without contacting us first. If our support team asks for a return, the products must be sent to our designated service center unused, in their original packaging, and in the same condition as received.

Please avoid opening disputes directly through payment gateways (like PayPal or Credit Card companies) before contacting us directly, as we can resolve your issues much faster.