Return & Refund Policy

Last updated: June 2026

We want you to be satisfied with your Riwaaz Group purchase. This policy explains how cancellations, returns and refunds are handled.

1. Right of Withdrawal

If you are a consumer residing in Germany or another country of the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving a reason. The withdrawal period begins on the day you, or a person designated by you, receives the goods.

To exercise your right of withdrawal, send us a clear return request within 14 days of receiving the goods:

Please include:

• Your order number;
• The product you wish to return;
• The reason for the return, if you would like to provide one; and
• Photographs if the item arrived damaged, defective or incorrect.

Providing a reason is not required when exercising a statutory right of withdrawal. Our customer-service staff will review the request and send you the correct return address and return instructions. After notifying us, you must dispatch the goods within the legally applicable return period.

2. Return Process

To initiate a return:

1. Email support@riwaaz.de with your order number and return request.
2. Our staff will review the request and provide the correct return address and instructions.
3. Pack the item securely, including all supplied accessories and components.
4. Send the parcel using a tracked shipping service.
5. Keep the postage receipt and tracking information until the refund is completed.
6. After receiving the return, our staff will inspect the item and inform you of the refund outcome.

Requesting return instructions does not restrict or replace your statutory right of withdrawal.

Please do not return products to our supplier or to any address in India. Returns sent without obtaining the correct return address may be delayed or misdirected.

3. Return Shipping Costs

For an ordinary return or withdrawal, the customer is responsible for the direct cost of returning the goods. If the item is defective, damaged on arrival or different from the item ordered, Riwaaz Group will bear the reasonable return cost. Please contact us before sending such an item so that we can provide the appropriate instructions.

4. Trying On Products and Return Tags

You may carefully inspect and try on an item at home to determine its nature, characteristics, appearance and fit, in the same way that you would reasonably inspect clothing in a physical shop.

Certain products may be delivered with a visible Riwaaz Group anti-wear return tag. Please do not remove or damage this tag until you have completed your fit and appearance check and decided to keep the item.

Removing the return tag does not by itself automatically remove a statutory right of withdrawal. However, a missing, removed or damaged return tag may be considered together with the item's overall condition when determining whether it was used beyond what was necessary for inspection.

A product must not be worn at a party, wedding, celebration or other event and then returned.

5. Condition Inspection and Loss of Value

Every returned product will be inspected by our staff after it reaches the designated return address. The inspection may consider:

• Perfume, deodorant, smoke or other odours;
• Makeup, food, drink, sweat or other stains;
• Damage caused by jewellery, safety pins, heels or accessories;
• Pulled threads, damaged embroidery, torn fabric or missing embellishments;
• Signs of washing, ironing, dry cleaning or other cleaning;
• Alterations, stitching, adjustments or repairs;
• Signs of extended wear or use at an event;
• Missing accessories, components or original product packaging; and
• A missing or damaged anti-wear tag together with other signs of use.

The customer may be responsible for a reduction in value if the product was handled or used beyond what was reasonably necessary to inspect its nature, characteristics and fit. Where legally permitted, Riwaaz Group may deduct the documented loss in value from the refund. Any deduction will be assessed individually according to the item's condition and remaining resale value. We will not apply an automatic fixed penalty solely because the return tag was removed.

If an item can no longer be resold as new because it was used beyond reasonable inspection, the reduction in value may be substantial and, depending on the circumstances, may amount to the full product value.

Returned products may be photographed or recorded during inspection to document their condition.

6. Personalised and Made-to-Measure Products

The statutory right of withdrawal does not apply to products that:

• Were made according to the customer's individual measurements;
• Were clearly personalised for the customer;
• Were altered according to the customer's specific instructions; or
• Were not prefabricated and were produced based on an individual customer selection that was decisive for their manufacture.

This may include individually stitched blouses, custom sizing, custom length, custom sleeves or other customer-specific alterations.

Selecting a standard ready-made size does not, by itself, make a product personalised. Where the withdrawal exception applies, this will be clearly stated on the relevant product page before the customer places the order.

This exception does not affect the customer's statutory rights if a personalised product is defective, damaged or does not match the agreed specifications.

7. Refunds

After receiving and inspecting the returned goods, we will notify you about the refund.

In the event of a valid withdrawal, the refund will normally include:

• The purchase price, subject to any legally permissible deduction for loss in value; and
• The cost of the least expensive standard delivery option offered for the order.

Additional delivery costs resulting from choosing express or another more expensive delivery method will not be refunded beyond the cost of standard delivery.

Refunds will normally be issued through the original payment method. We may withhold the refund until we have received the returned goods or the customer has provided evidence that the goods were dispatched, whichever occurs first. Payment providers or banks may require additional processing time before the refund appears in the customer's account.

8. Damaged, Defective or Incorrect Products

Please inspect your order shortly after delivery.

If you receive a damaged, defective or incorrect product, contact us and provide:

• Your order number;
• A description of the issue; and
• Clear photographs or a short video showing the product, packaging and defect.

Please do not wear, wash, alter or repair the product before contacting us.

Nothing in this policy limits your statutory rights concerning defective or non-conforming goods.

9. Exchanges

We currently do not offer direct exchanges. If you require a different size, colour or product, please return the eligible product according to this policy and place a new order.

10. Order Cancellations

Please contact us as soon as possible if you wish to cancel an order.

An order may be cancelled before it enters processing, production or dispatch. Once a standard product has been dispatched, the withdrawal and return process described in this policy applies.

A personalised or made-to-measure product cannot normally be cancelled after individual production or alteration has started.

11. Contact Us

For questions about cancellations, returns or refunds, contact: