Returns & Refunds
Practical support when an order needs another look.
Tools, hardware and repair essentials are selected for real work, but we understand that an order can sometimes arrive with an issue or may not be the right fit for the project. Rivetora keeps the return review process clear and straightforward so you know what information to provide and what happens next.
Contact us before sending anything back.
This helps our team match the request to the correct order and provide the appropriate next steps.
Send Rivetora your order reference, the item involved and a short description of the issue. If the concern relates to visible damage, missing components, incorrect hardware or an unexpected product condition, photos can help us review the situation more efficiently.
Return handling can depend on the item, its condition and the circumstances of the order. Our team will review the information you provide and confirm the next step before a package is sent back.
A clear four-step review.
Send your order details
Contact Rivetora with the order reference, the product involved and a concise explanation of the request.
Help us understand the issue
Include clear photos when useful, especially for visible damage, incorrect items, missing parts or packaging concerns.
Receive return instructions
Our team reviews the request and confirms the appropriate return or resolution steps based on the order details.
Refund review
When a return is required, the refund review follows after the returned item is received and the relevant order details are checked.
A few details help us review your request accurately.
Hardware orders can include multiple components, sizes or installation pieces. Keeping the item and included parts together makes it easier to understand the request.
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Keep the order reference available
Include it when you contact support so the correct order can be identified quickly.
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Keep included parts together
Accessories, fasteners, inserts, manuals and supplied components can be relevant to the review.
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Describe the condition clearly
Tell us whether the issue was noticed on arrival, during unpacking or while checking the item for use.
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Add photos when they clarify the issue
Photos are especially useful for visible damage, missing hardware, incorrect products or packaging concerns.
Reviewed against the actual order and returned item.
We avoid applying one generic assumption to every tool, accessory or hardware request. The order details and item condition help determine the appropriate resolution.
The request is checked against the order information and the item involved.
When a return is required, the received item can be reviewed for condition, included components and the reported concern.
Rivetora confirms the applicable resolution after the relevant order and return information has been reviewed.
If anything is unclear during the process, contact our team before sending or changing the item further.
Keep the product as complete as reasonably possible.
Tools and hardware often include multiple pieces, adapters, bits, fasteners or other supplied components. If you are requesting a return review, keeping these items together helps prevent missing information during the process.
- Keep supplied components and accessories together when possible.
- Avoid additional use after identifying an issue that may require a return review.
- Keep available packaging or identifying information until support confirms the next step.
- Do not send a package before receiving the appropriate return instructions from Rivetora.
Returns & refunds, explained simply.
These answers cover the practical information most customers need before contacting Rivetora.
How do I start a return request?
Contact Rivetora with your order reference, the item involved and a short explanation of the reason for the request. Our team will review the details and provide the appropriate next step.
What information should I include?
Include the order reference, product name or description, the issue you noticed and photos when they help show damage, incorrect items, missing components or another visible concern.
Should I send the item back immediately?
Please contact Rivetora first. Return requirements can vary by item and situation, so receiving the correct instructions before sending anything helps avoid confusion.
What if my order arrives damaged or incorrect?
Contact us with the order reference and a clear description of what arrived. Photos of the item, packaging and affected area can help our team understand the issue and review the available resolution.
When is a refund reviewed?
Refund handling depends on the specific order and resolution. When a return is required, the refund review follows after the returned item is received and the relevant order details have been checked.
Can I contact Rivetora before deciding whether to return an item?
Yes. If you are unsure about the item, included components or the next step, contact support first. Clear information before a return can make the process easier.
Send us the details and we will review the request.
For return, refund, damaged-item or incorrect-order questions, include your order reference and enough information for our team to understand the issue.
Requests are considered using the actual order details rather than generic assumptions.
Clear order references, product details and photos help keep the process efficient.
Contact Rivetora before sending a package so the appropriate next step can be confirmed.