Return Process | Four simple steps

Once an eligible return is received and inspected, the refund process follows the timing stated below.

01 | Return Window

Eligible products may be returned within 30 calendar days after confirmed delivery. Contact us before the return period expires to begin the request. Your eligibility is subject to the conditions below and applicable consumer law.

02 | How to Request a Return

Email service@ridgevello.com with the order number, item name, return reason and photos or video where relevant. For damage or incorrect orders, include images of the product, packaging and shipping label when possible. Wait for support to review your request and provide instructions before sending an item.

03 | Return Eligibility

For preference-based returns, the wall hanging should be unused, complete, in original condition and protected for return shipping. Include detachable parts, accessories and documentation originally supplied, and keep original protective packaging where reasonably possible. Opening the parcel for inspection alone does not automatically make an otherwise eligible item non-returnable.

Damaged, defective, incorrect or materially misdescribed orders are handled fairly and in accordance with applicable law, even where normal preference-return conditions are not met.

04 | Wall-Hanging Appearance & Variations

Decorative wall hangings may vary in color tone, texture, finish, details, dimensions and weight due to lighting, screens, production methods and reasonable tolerances. These small variations are not automatically defects. If you prefer a different design or color, you can request an eligible preference-based return within the 30-day period.

05 | Return Authorization & Address

Do not automatically send returns to our registered business address. After reviewing and approving an eligible return, our customer-care team will supply the designated return warehouse address and packaging or shipping instructions. The registered office listed below is not automatically a return receiving facility.

06 | Damaged, Defective, Incorrect or Incomplete Items

Inspect your order when delivered. Report damage, defects, incorrect items, missing parts or material discrepancies promptly, preferably within 7 calendar days, and include the order details and relevant photos. We will review the issue and offer a suitable replacement, reshipment, refund or return solution without extra cost to the customer resulting from a confirmed error attributable to us.

The preferred seven-day reporting timeframe does not limit rights that cannot be excluded under applicable law.

07 | Change-of-Mind Returns

A return due to taste, color preference, size choice or a change of mind is a preference-based return. Eligible preference-based returns within 30 days may be approved when items meet the original-condition requirements.

08 | Return Shipping Costs

For a preference-based return, the customer is responsible for the cost of shipping the item to the authorized return location. Where the item is confirmed damaged, defective, incomplete, incorrect or materially misdescribed because of our error, we provide an appropriate no-additional-cost resolution.

Original outbound shipping costs are ordinarily not refunded for a preference-based return; we address appropriate shipping costs when a confirmed error attributable to us requires a refund or replacement. No restocking fee is charged on an approved return.

09 | Safe Return Packaging

Use suitable protective materials so wall décor, frames, edges, textures, hooks or hanging components do not suffer damage in return transit. Use a trackable service for preference returns and retain tracking information and shipment receipts until the case is closed.

10 | Inspection & Refund Timing

After the approved return has been received at the designated destination, it will be inspected. We initiate an eligible refund to the original payment method within 5–10 business days after receipt, inspection and approval. Your bank or payment provider may need additional time to post the funds.

11 | Refund Method

Refunds are normally returned to the original payment method. If that method cannot accept a refund, our support team will coordinate an appropriate lawful solution with the payment service provider. Some confirmed issues can be resolved without requiring a physical return.

12 | Exchanges & Replacements

A direct exchange depends on the availability of the requested wall-hanging style and any differences in finish, size or variant. When an exchange is not possible, you may be advised to complete an approved return and place a separate new order.

13 | Order Cancellation

Contact us quickly if you wish to cancel or change an order. We make reasonable efforts to honor requests before fulfillment begins, but cannot promise changes once processing, packing or dispatch preparation is underway. Successful cancellations before fulfillment incur no cancellation fee.

14 | Non-Returnable Exceptions

Items expressly identified as personalized or made to order, where offered, may have different change-of-mind return eligibility disclosed before purchase. Such restrictions never override remedies required by applicable law for damaged, defective or misdescribed items.

15 | Delayed or Lost Packages

For a parcel lost in transit, contact us with the order number. We review carrier records and provide an appropriate reshipment, replacement, refund or other suitable resolution for a confirmed loss. A delivered tracking event alone does not prevent review of a customer complaint.

16 | Contact & Assistance

For any return, refund, exchange or cancellation question, email service@ridgevello.com or call +86 136-9297-3094. Support operates 8:00 AM – 10:00 PM daily, with a target response within 24 hours.