Return and Refund Policy
Rituelle · Customer Care
Return and Refund Policy
We want you to love every Rituelle purchase. If something is not right, we are here to make it right. Please read this policy carefully before initiating a return or dispute.
At Rituelle, your satisfaction matters. We accept return and refund requests on eligible items within 30 days of delivery. Depending on the nature of your issue, we will offer a refund, a replacement, or a resend. This policy applies to all orders placed through lerituelle.com for US domestic delivery only.
To help us resolve your request as quickly as possible, please provide clear documentation when submitting any claim. This speeds up our review and gets you a resolution faster.
If your order has not arrived and tracking shows no movement or remains in a pending or expired state, you may be eligible for a refund or resend under the following timelines:
| Situation | Eligible After |
|---|---|
| Standard US orders with no tracking updates | 45 days from dispatch |
| Order tracking shows expired or no movement | 60 days from dispatch |
If your tracking shows the order as delivered but you have not received it, we are sorry to hear that. Please note the following:
- If tracking confirms delivery, we are unable to issue an automatic refund. Please contact your local post office with your tracking number to investigate.
- If you can obtain a non-delivery certificate issued by your local post office with an official stamp, we will review your case and offer a resolution.
- If tracking shows an alert such as incorrect address, refused delivery, unclaimed parcel, or unknown recipient, please contact us immediately so we can help redirect or reprocess your order.
We take quality seriously. If your order arrives damaged, please contact us within 30 days of delivery at support@lerituelle.com with the following:
- Your order number
- Clear photos showing the damage. If photos do not clearly show the issue, a short video is required.
- A brief description of what arrived damaged
If you received the wrong item, a different colour or size than ordered, or if something was missing from your order, please contact us within 30 days of delivery. We will resolve your issue as follows:
- Wrong item received: full refund or free replacement
- Wrong colour or size that does not affect function: refund or resend, with photo evidence of the issue required
- Missing parts that affect function: free resend of the complete product
- Missing accessories that do not affect core function: partial refund or resend of the missing accessory
Please follow these steps for any return, refund, or damage claim.
You may cancel your order for a full refund before it has been processed or dispatched. To request a cancellation, email support@lerituelle.com as soon as possible with your order number.
Once an order has been processed and dispatched, it cannot be cancelled. You may initiate a return once the item is delivered.
We are unable to process returns or refunds in the following situations:
- The return request was submitted after 30 days of delivery
- The item shows signs of use, wear, or intentional damage
- The buyer simply changed their mind or no longer wants the item
- The wrong item or size was ordered by the customer
- An incorrect shipping address was provided at checkout
- The package was refused, unclaimed, or not picked up by the customer
- Damage to outer packaging only, with no product damage
- Items purchased through third-party retailers or marketplaces
- Delays or damage caused by events outside our control including natural disasters, customs delays, strikes, or severe weather
Rituelle reserves the right to update this policy at any time. Changes take effect immediately upon posting. We encourage you to review this page periodically. Continued use of our store following any changes constitutes your acceptance of the updated policy.