Refund & Returns Policy

At RVYVE we want you to love what filtered water does for your skin, hair and home. If something isn't right, we're here to make it right — this policy explains how.

Our 100-Day Money-Back Guarantee

You have 100 days from the date your order is delivered to request a return for a refund. To be eligible, your item must be in the condition you received it, with all original components, accessories and packaging where possible. We understand you'll want to test your filter — light use is fine; we simply ask that the product isn't damaged through misuse.

All Returns Must Be Authorised First

You must contact our support team and receive return authorisation before sending anything back. Email support@rvyvefilters.com with your order number and the reason for your return, and we'll confirm the correct return address and instructions. Because orders may be fulfilled from different locations, the correct return address varies — products sent back without prior authorisation, or to the wrong address, cannot be processed and will not be refunded, except where consumer law requires otherwise.

Faulty or Damaged Products

If your product arrives damaged or develops a fault, contact support@rvyvefilters.com before sending anything back, and include:

• your order number;
• a description of the fault; and
• clear photo or video evidence showing the fault.

Our team assesses every claim promptly. Once your claim is accepted, you'll be offered a remedy of a replacement or a refund. The remedy is provided after the product has been returned to us using a tracked shipping service; please keep your tracking receipt, as untracked returns that don't arrive cannot be refunded. Return shipping costs are the customer's responsibility unless applicable consumer law (including the Australian Consumer Law for major failures) requires us to bear or reimburse them — in those cases we will.

Claims must be lodged within a reasonable time of discovering the fault. Transit damage should be reported within 7 days of delivery where practicable.

Change-of-Mind Returns

Change-of-mind returns under our 100-Day Guarantee follow the same authorisation process. Return shipping for change-of-mind returns is at the customer's cost and must use a tracked service. Once we receive and inspect the product, we'll refund the purchase price to your original payment method.

What's Not Covered

• Damage caused by misuse, neglect, improper installation, modification, or failure to follow the included instructions
• Normal wear and tear, including spent filter cartridges that have reached the end of their service life
• Used replacement cartridges (for hygiene reasons), unless faulty
• Products not purchased from rvyvefilters.com — please contact the original seller
• Loss or damage occurring in return transit where an untracked service was used

Subscriptions

Refill subscriptions can be paused, skipped or cancelled at any time before the next billing date by contacting support@rvyvefilters.com. Cancellations made after a renewal has been billed take effect from the following cycle; the billed renewal order ships as normal and is covered by this policy.

Refund Processing

Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting your return. If you haven't received an approved refund after 10 business days, check with your bank or card issuer first, then contact us.

Chargebacks

If there's a problem with your order, please contact us first — we resolve almost every issue quickly. Chargebacks filed without first giving us an opportunity to resolve the issue may be disputed with supporting evidence.

Your Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law or other applicable consumer protection laws. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.