Refund policy

Return & Refund Policy — Rhime USA

Email: Support@Rhimeusa.com
Applies to purchases made on rhimeusa.com only. If you bought from a retailer/marketplace, please contact them directly.

1) Return window

  • You may request a return within 15 calendar days from the date you receive the item (or the first attempted delivery noted by the carrier), whichever comes first.

  • Request your return by emailing Support@Rhimeusa.com with your order number before the window closes. We’ll issue return instructions and an RMA.

EU/UK customers: Your statutory 14-day right of withdrawal from receipt applies and is not affected by this policy. See Section 10.

2) Condition of items

To be eligible for a refund or exchange, items must be:

  • New, unworn, and unwashed, with all tags, inserts, accessories, and the original shoe box intact (please ship the shoe box inside a protective outer carton).

  • No creasing, scuffs, odors, or wear on soles (please try footwear on indoors on a clean surface).

  • Returned with the RMA we provide. Returns without an RMA may be refused.

3) Non-returnable items

  • Final-sale/clearance items (marked “Final Sale”), gift cards, and personalized/customized items.

  • Free gifts or promotional items.

  • Items returned beyond the return window.

4) Exchanges

  • Size/color exchanges are permitted within the return window, subject to stock.

  • We’ll ship the replacement after we receive and inspect the original pair.

5) Return shipping & costs

  • USA domestic: Unless the return is due to our error or a verified manufacturing defect, customer pays return shipping. (We can provide a prepaid label and deduct its cost from the refund upon request.)

  • International (non-US): Customers are responsible for return shipping, customs forms, and any duties/taxes. Mark the parcel “Returned Goods—No Commercial Value.” Duties/taxes paid to your local authority are non-refundable by us.

6) Refund method & timing

  • Refunds are issued to the original payment method for eligible items minus original shipping charges (shipping is non-refundable except where required by law).

  • After delivery to our facility, please allow 5–10 business days for inspection and processing. Your bank/card issuer may take additional time to post the credit.

7) Defective, damaged, or incorrect items

  • Inspect your order upon delivery and contact us within 7 days if an item is defective, damaged, or incorrect. Email photos and your order number to Support@Rhimeusa.com.

  • We will repair, replace, or refund at our discretion in accordance with applicable law. This policy does not limit any statutory warranty rights you may have.

8) Lost or stolen packages

  • If tracking shows “Delivered” but you cannot locate the package, please:

    1. verify the address and check with household members/neighbors;

    2. wait 3 business days;

    3. contact the carrier to open a trace; then

    4. email Support@Rhimeusa.com.

  • We are not responsible for packages after confirmed delivery by the carrier, except where local consumer law requires otherwise.

9) Wrong address / refused delivery

  • Orders returned due to an incorrect or undeliverable address, repeated delivery failure, or refused delivery may be refunded minus shipping charges and any carrier return fees.

10) EU/UK right of withdrawal (distance sales)

If you are in the EU/UK, you have the right to withdraw from your contract within 14 days after you (or a person you designate) physically receive the goods, without giving any reason.

  • To exercise this right, email Support@Rhimeusa.com with a clear statement that you are withdrawing from the purchase, including your order number.

  • If you withdraw, we will refund the product price and the standard outbound shipping cost (if any) within 14 days from when we are informed of your decision. We may withhold the refund until we receive the goods back (or you provide proof of return).

  • You must send back the goods within 14 days of notifying us. You bear the direct cost of return shipping.

  • You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (e.g., worn outdoors, creased soles, damaged box).

Model Withdrawal Email (EU/UK):

Subject: Withdrawal – Order #[number]
I hereby withdraw from my contract of sale for the following goods: [product name(s)].
Ordered on [date] / received on [date].
Name: [your name]
Address: [your address]
Order number: [#]
Date: [date]

11) Price adjustments

We do not offer price adjustments for past orders unless required by law.

12) Returns from promotions/bundles

If your order included a promotional bundle or gift, return the full bundle/gift to receive a full refund; otherwise, we may prorate or deduct the retail value of unreturned items.

13) Risk of loss & title

  • US customers: Title and risk of loss pass to you upon delivery by the carrier at your shipping address.

  • EU/UK customers: Risk passes upon physical possession by you, as required by law.

14) Abuse, excessive returns, or suspected counterfeit swaps

We may refuse returns, block accounts, or limit service if we detect abuse of this policy or fraudulent behavior.

15) Contact

Questions? Email Support@Rhimeusa.com. We aim to reply within 1–2 business days (Mon–Fri, U.S. Pacific Time).