Refund policy
At Rituva, we want you to feel confident trying our products. In addition to any statutory consumer rights that apply to your purchase, eligible Rituva products are covered by our 90-Day Satisfaction Guarantee.
You may try your Rituva product and request a return if you are not satisfied with it.
To use the guarantee, you must contact us at support@getrituva.com within 90 days of the original order date.
Products may have been installed and reasonably used during this period. The product and its principal components must be returned to us, but the original packaging does not need to be in perfect condition.
The 90-Day Satisfaction Guarantee is limited to one claim per customer, household and product and does not cover:
- intentional damage;
- loss of the product;
- unreasonable misuse;
- damage caused by incorrect installation;
- unauthorized modification;
- repeated or abusive claims; or
- products that cannot reasonably be returned with their principal components.
Discounted and promotional products remain eligible for the 90-Day Satisfaction Guarantee unless explicitly stated otherwise.
This guarantee is an additional commercial guarantee provided by Rituva and does not limit any statutory consumer rights you may have.
How to Start a Return
Before returning any product, contact:
Please include your:
- order number;
- name;
- reason for the return; and
- photographs where relevant.
We will provide the appropriate return instructions and return address.
Products sent back without first requesting a return may not be accepted.
Return Shipping
For returns made under our 90-Day Satisfaction Guarantee or other voluntary change-of-mind returns, the customer is responsible for:
- arranging the return shipment; and
- paying the cost of returning the product to Rituva.
We recommend using a tracked shipping service. Rituva cannot be responsible for a return parcel that is lost before it reaches our designated return location.
Where an item is faulty, damaged, incorrect or otherwise covered by mandatory consumer rights, Rituva will cover the applicable return or replacement costs where required.
EU and UK Statutory Cancellation Rights
Customers in the European Union and United Kingdom may also have statutory rights to cancel qualifying online purchases.
These rights are separate from our 90-Day Satisfaction Guarantee.
Where applicable, you may notify us of your decision to withdraw from the purchase within the statutory period. Any mandatory rights available under applicable consumer law remain unaffected by this policy.
Where permitted by law, the customer may be responsible for the cost of returning products following a voluntary statutory withdrawal, provided this was disclosed before purchase.
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
If your item arrives damaged, defective, incomplete or incorrect, please contact support@getrituva.com.
Where possible, please report visible shipping damage within 48 hours of delivery and include photographs of:
- the product;
- the packaging; and
- the shipping label.
The 48-hour request helps us investigate the issue with the carrier and does not remove or reduce any mandatory consumer rights you may have.
Where appropriate, we will arrange a replacement, refund or other remedy in accordance with applicable law.
Filters and Consumable Components
Used filters or other consumable components generally cannot be returned as ordinary change-of-mind returns once used.
However, this does not affect:
- our 90-Day Satisfaction Guarantee where the consumable formed part of the eligible original product package; or
- your statutory rights where a product is faulty, damaged or incorrectly supplied.
Refunds
Once your eligible return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
We aim to process approved refunds within 5–10 business days after receiving and approving the returned product.
Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
Where applicable law requires a shorter or specific refund timeframe, that statutory timeframe will apply.
Priority Processing & Shipping
If you selected our paid Priority Processing & Shipping option, the additional shipping upgrade fee is generally non-refundable once the priority service has been provided.
Where applicable consumer law requires a refund of delivery charges, we will comply with those requirements.
Our Standard Shipping option is free.
Order Cancellations and Changes
If you need to cancel or change an order, contact support@getrituva.com as soon as possible.
We will make reasonable efforts to accommodate your request.
However, once an order has entered processing, fulfilment or has been handed to the carrier, we may no longer be able to cancel or modify it.
A request to cancel an order before dispatch therefore does not guarantee that cancellation will still be operationally possible.
This does not limit any statutory cancellation or withdrawal rights that may apply to your purchase.
Lost Parcels
If your tracking indicates that your order may have been lost, contact us at support@getrituva.com.
We will investigate the shipment with the carrier and, where the parcel is confirmed as lost, arrange an appropriate replacement or refund.
Misuse and Incorrect Installation
Rituva products should be installed and used in accordance with the instructions provided.
Our commercial guarantee may not cover damage caused by:
- incorrect installation;
- misuse;
- neglect;
- unauthorized modifications; or
- use contrary to the supplied instructions.
This does not exclude or limit liability or consumer rights where such exclusion is not permitted by law.
Contact Us
For returns, refunds or questions regarding this policy:
Rituva
Email: support@getrituva.com
Return address: Provided after your return request has been approved
