RILO
Returns & Refunds
We want you to be happy with your purchase. This policy explains how returns, exchanges and refunds are handled for orders placed through RILO.
Change-of-mind returns
You may request a return within 30 days of receiving your order. Items must be unused, in original condition, and returned with their original packaging where reasonably possible.
Faulty, damaged or incorrect items
If your product arrives faulty, damaged, or is not what you ordered, contact us as soon as possible. Where required under Australian Consumer Law, you may be entitled to a repair, replacement, refund, or another appropriate remedy.
Exchanges
Exchanges may be available for eligible products depending on stock availability. Contact us before sending an item back so we can confirm the next steps.
Return shipping
For change-of-mind returns, customers are responsible for return shipping costs unless we agree otherwise. If an item is faulty, damaged, or incorrect, we will provide reasonable return instructions and cover return costs where required by law.
Refunds
Once an approved return is received and inspected, eligible refunds will be processed back to the original payment method. Processing times may vary depending on your bank or payment provider.
How to request a return
Email support@rilo.com.au with your order number and the reason for your return request. Please do not send products back before receiving return instructions.
Australian Consumer Law
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.