Return And Refund Policy

1. Cancellation and Refund

• Orders can be canceled within 24 hours of purchase, as long as the order hasn't been dispatched yet.
• Once your refund request is approved by Ride Awaits, the refund will be processed and credited to your original payment method within 7-21 days. (Processing time may vary based on your bank)

2. Returns & Exchanges Policy

• Returns and exchanges are accepted within 30 days of delivery. After 30 days, refunds or exchanges cannot be processed.
• Items must be unworn, unwashed, and in their original condition to be eligible for a return.
• To initiate a return, submit your packing slip to our support team at support@rinkheart.com.
• Gift cards are non-refundable.

2.1 Reasons Covered by Our 30-Day FULL COVERAGE Return & Exchange Policy

• Incorrect item(s) or order sent.
• Received defective or damaged item(s), such as chipped paint, falling crystals/charms, broken straps, etc.
  In these cases, we will replace the item(s) or exchange them for an item(s) of equal or lesser value.

2.2 Reasons NOT Covered by Our 30-Day Return & Exchange Policy
We are not responsible for returns or exchanges in the following situations:

• The item has been exposed to corrosive substances or harsh chemicals, such as Liquid Silver Polish, pools, hot tubs, or spas, which can alter its appearance. Note: Oxidized silver is especially sensitive.
• The item is damaged or broken due to misuse, mishandling, or improper maintenance.
• Silver pieces have tarnished over time due to oxidation. These can be restored with a silver polishing cloth.

Partial Refund Situations (if applicable):

• The item is not in its original condition, is damaged, or is missing parts for reasons unrelated to our error.
• Items returned more than 30 days after delivery. 

2.3 Missing or Incorrect Items Sent

• If items are missing or incorrectly shipped, contact us at support@rinkheart.com for assistance. We will resend the correct item.
• If the item is unavailable for reshipping, a refund will be issued for the missing item(s).

2.4 Out-of-Stock Items

• If an item is out of stock during order processing, our customer service team will notify you with a status update.
• You are eligible for a refund for the out-of-stock item(s).

3. How to Make a Return or Exchange

3.1 If you are not satisfied with your item(s), contact our customer service at support@rinkheart.com for assistance.
3.2 Clearly state the reason for your return request and indicate your preference for a replacement (same item, an alternative style, size, or color), account credit, or refund.
3.3 Attach images of damaged or defective items to support your request.

4. Who Covers the Return Shipping Cost?

• If the return involves damaged, broken, or incorrect item(s) as outlined in Section 2.1, we will cover the return shipping cost. Contact our support team via email for instructions on handling the return before shipping the item(s) back.
• For all other cases, the customer is responsible for return shipping costs.

5. Return Process

• Once we receive and inspect your returned item(s), we will send you an email confirmation. You will be notified if your refund is approved or rejected.
• If approved, your refund will be processed immediately and credited to your original payment method within 7-21 days (processing time may vary depending on your bank).
• If an exchange is requested for a different size or style, we will notify you via email once the reproduction process has started.

Late or Missing Refunds

1. Check your bank account again to confirm the refund.
2. Contact your bank or credit card company, as posting the refund may take time.
3. If you still have not received your refund, contact us at support@rinkheart.com.

Contact Us

• Hours: 8:00 AM to 5:30 PM, Monday to Friday (GMT+8)
• Address: 3 Coleman Street, #03-24 Peninsula Shopping Complex, Singapore 179804
• Email: support@rinkheart.com