Order confidently.
Although we wholeheartedly believe in the quality of our products and strive to ensure that every customer is satisfied with their purchase, we understand that sometimes an item may not meet your expectations. For this reason, we offer a 30-day return or exchange window on orders, with a few exceptions:
- Orders shipped outside the U.S. or Canada cannot be returned or exchanged.
- Opened beauty and wellness products cannot be returned.
- Consumable products, such as food or tea, cannot be returned.
- Package protection fees are not eligible for returns or refunds.
- Products damaged by the customer cannot be returned.
- Items purchased at a discount are not eligible for return, except in the case of orders made during the Black Friday/Cyber Monday weekend.
- Items purchased in November or December are considered holiday purchases, and can be returned for a gift card credit in the original purchase amount through January 31st.
Please note that the customer is responsible for all return shipping charges, except in the cases specified below. Unfortunately, we cannot accept returns or exchanges after 30 days except in instances of a manufacturing defect.
How to Return a Product
All products must be returned unused and unwashed in their original packaging (if applicable). To expedite the processing of your return, we ask that you include the original packing slip with a note stating the reason why you are returning the item. You can start the returns process here. To return a product purchased with rewards credit, please contact us at info@rikumo.com.
Please be sure to package returned items securely, as items damaged in transit will not be accepted or refunded; for this reason, we recommend insuring and tracking returned packages. Note that Rikumo is not responsible for lost or stolen packages.
All returns should be addressed as follows:
Rikumo Product Return Dept.
19 W. Lancaster Ave.
Ardmore, PA 19003
USA
How to Request a Refund or Exchange
Refunds
Most returns will be processed within 3 business days of receipt, after which your original payment method will be credited. Refunds should post in about three to five business days. Request a refund here.
If a package shipped internationally is returned due to it being unclaimed, the customer will not receive a refund unless they contact us beforehand to let us know. Any refund arranged for an unclaimed international order will be less the cost of shipping.
Please note that gift card purchases will be refunded in the form of another gift card. Items purchased with cash must be accompanied by a receipt to be returned. Products purchased at a discount are ineligible for a refund, except in cases where the discount was rewards-based.
Exchanges
If you would like to exchange one or more items in your order for products of equal or lesser value, submit a return request for the original products here within 30 days of purchase, then place an order for your new selections. We ask that the customer exchanging the product cover shipping costs for the new items but offer a prepaid shipping label for the item being returned.
This process ensures that you will receive your new items more quickly and minimizes the chance that the items will be out of stock when you place the order. As with other returns, we will credit your original payment method after receiving the return at our store, typically within 2 business days of its arrival.
Damaged, Defective or Incorrect Orders
If you receive a product that is incorrect, defective, or damaged upon arrival, notify us as soon as possible here. Please submit a photo of the issue along with your order number and a brief explanation of the problem.
Our team will then arrange for either a refund or a replacement, depending on your preference, and may offer a one-time 10% discount on any future purchase for your trouble. In addition, you will receive a prepaid return label you can use to send back the damaged, defective, or incorrect item at no cost. Please note that the original item must be returned in order to receive your refund and/or discount.
Gift Returns and Order Cancellations
Returning a Gift
If you received an item as a gift and would like to return it, contact us at info@rikumo.com. Please note that gifts may only be exchanged or returned for store credit.
Canceling an Order
If you would like to cancel an order prior to it being shipped, please contact us immediately via phone or email and we will do our best to process the cancellation in a timely fashion.
Questions?
As always, please feel free to reach out to us with any questions at info@rikumo.com or by calling (215) 609-4972.
