Refund policy
At Rio Zone, we want you to shop with confidence. If you are not fully satisfied with your purchase, please review our return policy below.
Return Request Requirement
Before sending any item back, customers must first submit a Return Request Form and wait for return instructions from Rio Zone.
Returns sent without prior approval may not be accepted.
Return Windows
Standard Return Window
Most items are eligible for return within 14 days of delivery.
Special Return Conditions for Select Products
Certain collections and supplier-fulfilled items may have different return requirements due to supplier policies and fulfillment methods.
Pet Zone Products
Items sold within the Pet Zone collection are eligible for return within 7 days of delivery, must be returned in perfect, unused condition, and include original tags and packaging.
Special Return Conditions for Select Products
Certain collections and select items may follow a 7-day return window due to the nature of the product.
This may apply to:
- Pet products
- Select dresses, blouses, and clothing items
- Limited collections or specially fulfilled items
Please review the product description carefully, as item-specific return conditions may apply.
Eligibility for Returns
To qualify for a return, items must:
- Be unused, unworn, and in original condition
- Include original tags and packaging when applicable
- Be free of stains, odors, damage, pet hair, or signs of wear
Rio Zone reserves the right to refuse returns that do not meet these conditions.
Returns for Non-Defective Items
If you no longer want the item, ordered the wrong size, or the fit is not as expected:
- A flat rate of $10 will be deducted from the refund to help cover the original shipping cost provided by Rio Zone
- The item must be returned in unused, unworn and original condition. Items must Include original tags and packaging when applicable
- Customers are responsible for purchasing the return shipping label and arranging the shipment
Damaged, Incorrect, or Wrong Items
Customers are eligible for a full refund if the item received is:
- Damaged upon arrival
- Clearly not as described
- Incorrect or different from the item ordered
To process these claims, customers must upload clear photos showing:
- The item received
- The issue, damage, or incorrect item
- Packaging if applicable
Claims without supporting photos may not be approved.
For approved claims, customers are still responsible for arranging and purchasing the return shipping label. However, Rio Zone will reimburse the return shipping cost after the item is received and the return is verified.
Customers must provide the return tracking number and proof of shipping cost reimbursement eligibility.
Return Shipping Responsibility
For all approved returns:
- Customers are responsible for purchasing the return shipping label
- Customers must arrange the shipment with the carrier of their choice
· After shipping the return package, customers are required to share the tracking number with Rio Zone for verification and processing purposes.
We recommend using a trackable shipping service, as Rio Zone is not responsible for lost return packages.
Refund Processing
Once the returned item is received and inspected, approved refunds will be issued to the original payment method.
Please allow several business days for the refund to appear depending on your payment provider or financial institution.
Non-Returnable Items
The following items may not be eligible for return:
- Final sale items
- Personalized or customized products
- Items marked as non-returnable in the product description
- Used items or items returned in non-original condition
International Orders
All international orders are considered final sale and are not eligible for returns, exchanges, or refunds.
Please review your order carefully before completing your purchase.
Exceptions may be reviewed at Rio Zone’s discretion in cases involving an incorrect item shipment.
By placing an order with Rio Zone, customers agree to the terms outlined in this Return Policy.