Shipping and Refund Policy
Introduction
This Refund & Return Policy (“Policy”) outlines the terms and conditions governing refunds, returns, replacements, cancellations, and related matters for purchases made from Riveraine Cafe and Herbal Inc. (“we,” “us,” or “our”). By placing an order, you agree to be bound by this Policy.
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A. General Refund Eligibility
Refunds or replacements may be requested only under the conditions listed below and are subject to evaluation and confirmation by our team. All requests must be submitted within the specified reporting timeframe and must include valid proof of purchase.
Eligible conditions include:
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Wrong Item Received
If the item delivered is different from what was ordered. -
Damaged Item or Damaged Packaging
If the product or its packaging arrives damaged. -
Expired Products
If the product received is expired at the time of delivery. -
Missing Item
If an item is missing from your order. If confirmed, we will issue a replacement or refund. -
Package Not Delivered or Confirmed Lost
If a package is not delivered or confirmed lost after coordination with the courier, a replacement or refund will be processed.
Important Reminders
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Proof of purchase is required for all refund or replacement requests.
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Shipping fees are non-refundable unless the issue is caused by us.
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Requests submitted beyond the allowed reporting timeframe may not be honored.
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B. Non-Returnable and Non-Refundable Items
The following items are not eligible for return or refund, except where required by law:
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Opened or Unsealed Tea Pouches
Once opened or if the seal has been broken, products cannot be returned due to hygiene, safety, and quality concerns. -
Consumed or Used Products
Products that have been consumed or used are not eligible for refund or return. -
Discounted or Clearance Items
Items sold at discounted or clearance prices are non-refundable, except in cases where the product received is damaged, expired, or incorrect. -
Free Gifts and Promotional Items
Complimentary items provided as part of promotions are not eligible for return or refund.
C. Reporting Timeframe for Damaged or Incorrect Products
Customers are given 14 days from the date of delivery to report any damaged, incorrect, or missing products.
To process the request, the following information must be provided:
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Clear photos or videos of the damaged or incorrect product
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Photos of the original packaging
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Clear photo of the shipping label showing the order number
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Customer contact information
Requests submitted without the required documentation or beyond the reporting period may not be processed.
D. Refund Amount and Evaluation
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Refund eligibility and amounts shall be determined solely at the discretion of Riveraine Cafe and Herbal Inc.
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We reserve the right to request additional information or documentation before processing any refund.
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Failure to provide requested information may result in denial of the refund request.
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Partial refunds may be issued where applicable (e.g., missing packaging or product condition issues).
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E. Refund Methods and Processing Time
Payment Method
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Refunds will be issued using the original payment method whenever possible.
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Refunds for online payment platforms (e.g., PayPal) will be credited only to the same account used for the purchase.
Processing Timeline
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Refund requests are reviewed and processed within 7–14 business days after approval.
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Once processed, posting times depend on the payment provider and may take:
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Credit Cards: 15–30 days
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Debit Cards: 10–30 days
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Other payment providers: Up to 30–45 days, depending on the issuing institution
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If you have not received your refund:
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Recheck your bank or payment account.
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Contact your bank or card issuer for updates.
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If the issue persists, contact our customer support team.
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F. Replacement Policy
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Approved replacements will be for the same item originally purchased.
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Replacements will be shipped within 7 business days after the returned item is received, inspected, and approved.
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Replacement shipments will be sent to the original delivery address unless otherwise agreed.
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G. Return Instructions
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Customers must notify us within 48 hours of delivery if an incorrect item is received.
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Items being returned must be in their original condition and packaging.
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Return shipping costs are the responsibility of the customer unless the return is due to our error.
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Returns sent without prior authorization may not be accepted.
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Return address and instructions will be provided by our support team upon approval.
H. Orders Not Delivered or Lost
If tracking shows no movement or delivery update:
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Allow 24–72 hours after dispatch for tracking updates.
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Verify the tracking number on the courier’s official website.
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Check for courier delays due to weather, address issues, or failed delivery attempts.
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Contact the courier directly using the tracking number.
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If there is no movement after 5–7 business days, contact our support team with your order number and tracking details.
If a package is confirmed lost, we will coordinate with the courier and issue a replacement or refund.
I. Order Cancellation Policy
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Orders may be canceled prior to shipment.
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Cancellation requests must be submitted to customer support with the order number.
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Once an order has been shipped, it can no longer be canceled.
J. Limitation of Liability and Force Majeure
We are not responsible for delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, extreme weather, courier disruptions, government actions, or other force majeure events.
Risk of loss transfers to the customer once the order is handed over to the courier, subject to applicable consumer protection laws.
K. Policy Modifications
Riveraine Cafe and Herbal Inc. reserves the right to amend or update this Policy at any time without prior notice. Changes will take effect immediately upon posting.
L. Governing Law
This Policy shall be governed and interpreted in accordance with the laws of British Columbia, Canada, without regard to conflict of law principles.
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M. Contact Information
For refund, return, or order concerns, please contact us through the following official channels:
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Email: Info@riveraine.ca
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Response Time: Within 24–48 business hours
Requests may be submitted using the contact form in the contact us page.
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