Refund Request

Thank you for shopping at Rio Embroidery! We offer a refund within the first 30 days of your package being delivered, if 30 days have passed since you receive your package, you will not be offered a refund of any kind.

Rio Embroidery Store accepts refund requests when:

• Lost orders, missing items due to our failed service delivery.
• We missed customers’ order cancellation and/or exchange requests within a 12-hour timeframe after the order was placed.
• The product variant, appearance, and/or quality are not as described on the product page.
• The product is faded, damaged, and/or missing pieces. 

Care instructions:

You can maintain the quality of the shirt and the design by washing it carefully:

Hand wash with warm or cold water, avoid washing with hot water.
Do not use strong detergents.
Dry the shirt at low temperature or let it dry naturally.
Air dry in well-ventilated areas, avoid prolonged exposure to direct sunlight.
Iron at low temperature, not too hot.

Rio Embroidery Store does not accept refund requests when:

• The embroidery on the shirt will have a relative accuracy of color of about 80-90%. Because the actual color of the embroidery thread may differ when displayed on electronic devices.
• Used products will not be eligible for a refund in case of damage.
• Lost orders due to customer address misrepresentation.
• Undamaged item but customers simply change their minds.
• The product is damaged due to the customer’s fault (We have a quality assurance system to control item conditions before they are shipped to the customer’s address).

Refund Amount

You will receive a full refund including the shipping fee.

Refund Method

These refund methods are available:

• PayPal
• Credit card

Required Actions

Please provide this information to us for the process you request:

• Provide us with the digital or physical receipt from our store. Or you can simply reply to one of the order notification emails from us – which was sent by us via support@rioembroly.com.
• Please provide the reason for the refund request.
• In case of a damaged order situation, kindly attach at least 3 images from different angels to closely and clearly illustrate the product’s current damaged status.

Please kindly allow us 12 hours (Saturday and Sunday are not counted) to respond to your email. Please do not return the item before knowing whether your return and/or refund request is eligible!

If we confirm that your return and/or refund request is eligible, please return the parcel to our warehouse. Please note that customers are in charge of the return shipping fee and/or journey to our warehouse; which means, lost return items cannot be eligible for a refund request.

Please allow some time for the shipment as well as our inspection time which might take about 7 days.

Expected Time for Refund

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If your refund request is approved, the refund is credited in the same currency as the original payment:

• For bank account payments, the refund is credited to your bank account.
• For PayPal balance payments, the refund is credited to your PayPal balance.
• For credit card payments, the refund will be credited to the sender’s card (it can take up to 30 days depending on the card issuer).

Late Refund

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@rioembroly.com.