POLICY SUMMARY
Fair rules for a smoother order.
Intended effective date: October 31, 2026, when live sales are activated.
Nothing in this policy limits consumer rights that cannot legally be excluded or waived in the customer’s location.
01
BEFORE WE PACK
Ordering and payment
- An order is accepted after payment is authorized and Rise issues an order-confirmation number.
- Review the product, size, colour, quantity, delivery address, taxes, and total before submitting payment.
- Product availability is not guaranteed until the order is confirmed. If an item becomes unavailable, Rise may offer a replacement, back-order option, or full refund.
- Payments may be processed by PayPal or another checkout provider. Rise does not intend to store full card numbers.
- Rise may cancel and refund an order affected by an obvious pricing error, suspected fraud, duplicate payment, unavailable inventory, or an address we cannot serve.
02
FROM RISE TO YOUR DOOR
Delivery and tracking
Estimated arrival: 8–10 business daysCounted from order confirmation. Weekends and statutory holidays are excluded.
- The delivery window is an estimate, not a guaranteed arrival date. Severe weather, carrier disruptions, remote locations, customs, and peak seasons may cause delays.
- A tracking link will appear when tracking is available. Sandbox tracking is stored only in the browser used for the test checkout.
- Customers are responsible for entering a complete and accurate delivery address. Request address changes before fulfillment begins; changes cannot be guaranteed after packing.
- Any duties, import taxes, or customs charges shown as the customer’s responsibility at checkout remain the customer’s responsibility.
Open order tracking →
03
CHANGED YOUR MIND?
Order cancellations and changes
- Submit a cancellation or order-change request as soon as possible, before fulfillment begins.
- Rise will try to stop the order, but cancellation is not guaranteed once the item has entered packing or has shipped.
- After shipment, use the return process instead. Shipping charges already incurred may not be refundable unless required by law or the error was ours.
- Do not submit a second payment to correct an order. Ask support to review the original order number.
04
A FAIR WAY BACK
Returns and exchanges
- Request a return within 30 calendar days of delivery.
- Eligible items must be unused, unworn, unwashed, undamaged, and returned with original tags, accessories, and packaging, together with proof of purchase.
- Contact Rise before mailing anything. Unauthorized returns may be delayed or refused where permitted by law.
- Exchanges depend on available inventory. If the requested replacement is unavailable, Rise may issue a refund instead.
- For change-of-mind returns, the customer normally pays return shipping. Rise pays reasonable return costs for an incorrect, damaged, or defective item.
- Personalized products, gift cards, opened hygiene-sensitive products, and clearly marked final-sale items are not returnable unless defective or applicable law requires otherwise.
05
MONEY BACK, CLEARLY
Refunds
- Approved refunds are sent to the original payment method after the returned item is received and inspected.
- Rise aims to inspect returns within 5 business days. Banks and payment providers may require an additional 5–10 business days to display the credit.
- Original delivery charges are generally non-refundable for change-of-mind returns. They will be refunded when required by law or when Rise sent a wrong, damaged, or defective item.
- If only part of an order is returned, the refund covers the approved returned items and applicable taxes.
06
WE WILL HELP
Damaged, incorrect, missing, or delayed orders
- Report a damaged, defective, or incorrect item within 7 calendar days of delivery. Keep the product and packaging until the review is complete.
- Include the Rise order number, a description of the issue, and clear photos when applicable.
- If tracking says “delivered” but the parcel is missing, check the delivery area, household members, neighbours, and the carrier notice, then contact support promptly.
- Depending on the issue and stock availability, Rise may provide troubleshooting, a replacement, a repair where appropriate, or a refund.
NEED ORDER SUPPORT?
Have these details ready.
Your Rise order number, the name and email used at checkout, the item involved, and photos if the product arrived damaged or incorrect.
During the current Sandbox demonstration, use the support option inside Rise. A dedicated Merchy support email will be published before real sales open.
