Refund policy

All mystery box sales through Riverstones are final. Given the small-batch, personalized nature of our pieces, we don't accept returns or exchanges for change of mind, sizing, or personal preference. Please review product photos, descriptions, and sizing information carefully before ordering, and reach out to us before you buy if you have any questions — we're happy to help you choose.

Due to the nature of our sourcing and the mystery box experience, you may receive multiple items from the same rarity within a single box. This is a normal part of the mystery box experience and does not qualify for a return, refund, or exchange. By placing an order, customers acknowledge and accept this possibility.

 

Mystery box items
Mystery box products (such as our Sapphire ring mystery box) are sold as a randomized, surprise selection — which item(s) you receive is part of the product itself. Not liking which piece you got isn't grounds for a refund or exchange; only genuine defects are covered under the section above.

 

Order changes & cancellations
We begin preparing orders quickly. If you need to change or cancel an order, email us at qixuan@riverstones.co as soon as possible — we'll do our best to catch it before it ships, but can't guarantee a change once an order has entered fulfillment.

Nothing in this policy limits any rights a consumer may have under applicable consumer protection legislation.

Need to update your shipping address or swap a size? Email qixuan@riverstones.co and we'll sort it out as long as your box hasn't shipped!

EU Right of Withdrawal
For eligible orders shipped to customers in the European Union, you may exercise your statutory right of withdrawal within 14 days after receiving your order. Mystery boxes are final sale except where mandatory consumer law gives you a right of withdrawal.

If you exercise your EU right of withdrawal, you are responsible for the direct cost of returning the goods to us, unless we are required by law to cover those costs. Original standard shipping costs will be refunded where required by applicable law. Additional shipping upgrades, express shipping, duties, taxes, or customs fees may not be refundable unless required by law.

We may withhold the refund until we have received the returned goods or you have provided proof that the goods have been sent back, whichever occurs first.

Contact us
Questions about this policy? Email qixuan@riverstones.co and we'll get back to you within 1–2 business days.