Refund policy

At Dr. Rivo Professional, operated by Khushi Enterprise, we are committed to providing quality skincare and personal care products and ensuring a positive customer experience.

Due to the personal-use nature of our products, we generally do not accept returns once products have been delivered, except where a return, replacement, refund, or other remedy is required under applicable law or our policy below.

1. Return Policy

For hygiene and product safety reasons, we generally do not accept returns of products after delivery.

However, if you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery so that we can review your concern and determine an appropriate resolution.

2. Eligibility for Refunds

Refunds or other appropriate resolutions may be considered in the following cases:

  • Damaged Products: The product is damaged during transit.

  • Defective Products: The product has a manufacturing defect or other verified physical defect.

  • Incorrect Products: You receive a product different from the one ordered.

  • Spillage or Breakage: The product has leaked or its container has broken during transit.

All requests are subject to verification and applicable consumer protection laws.

3. How to Request a Refund

To report a damaged, defective, or incorrect product, email us at helpdrrivo@gmail.com within 48 hours of delivery.

Please provide the following information:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product, packaging, and shipping label, where available.

  • A clear unboxing video showing the sealed package being opened and the issue, if available.

Our team may request additional information reasonably necessary to verify your claim.

We recommend keeping the product and its original packaging until your request has been reviewed.

4. Conditions for Refund Approval

Refund requests will be reviewed based on the nature of the issue and the evidence provided.

Where applicable, products should remain unused and retain their original packaging and seal, except where the reported issue involves damage, a broken seal, leakage, or another condition that makes this impossible.

A missing unboxing video may affect verification, but requests will be assessed in accordance with applicable law and the circumstances of the claim.

5. Refund Processing

Once a refund is approved:

Online Payments: Refunds will generally be initiated to the original payment method within 7 working days of approval.

Cash on Delivery (COD) Orders: Approved refunds will generally be transferred to the customer's bank account within 14 working days of approval, subject to the customer providing accurate bank details.

The time required for the funds to appear in your account may depend on your bank or payment provider.

We will communicate any additional steps required to complete the refund.

6. Purchases Through Marketplaces

If you purchased a Dr. Rivo Professional product through a third-party marketplace, such as Amazon, Flipkart, Meesho, or another platform, please follow the applicable return and refund procedure provided by that marketplace.

For assistance with such orders, contact the marketplace's customer support team.

7. Order Cancellations and Refund Exceptions

Order cancellations are governed by our Cancellation Policy.

Refund eligibility may be affected by circumstances such as refusal of delivery, an incorrect shipping address, or cancellation after dispatch. Each case will be assessed in accordance with our published policies and applicable law.

Orders placed through Partial COD may be subject to specific terms disclosed at checkout. Nothing in this policy excludes a refund or remedy required by applicable law.

8. Allergy and Product Safety Disclaimer

Individual reactions to skincare ingredients may vary. Please review the ingredient list and directions for use before using any product. Conduct a patch test where appropriate.

Discontinue use if irritation occurs and consult a qualified healthcare professional if necessary.

This disclaimer does not exclude any consumer rights or liability that cannot legally be excluded.

9. Contact Information

For return, refund, or product-related queries, contact us:

Brand Name: Dr. Rivo Professional
Legal Business Name: Khushi Enterprise
Email: helpdrrivo@gmail.com
Instagram: @drrivoprofessional
Location: Surat, Gujarat, India

We appreciate your trust in Dr. Rivo Professional and are committed to addressing genuine product-related concerns fairly and promptly.