If something arrived damaged, wrong, or not at all, we'll put it right with a free replacement. You won't need to send anything back.
Message us with your order number and we'll take it from there. Below is what we'll need for each situation, so you can send it in one go.
My bottle arrived damaged or leaking
Please don't take it.
Send us a photo of the product and packaging, plus the lot number printed on the label. We ask for the lot number so we can record it properly as a safety matter, not to slow things down.
We'll send a replacement at no cost. There's no need to return the damaged bottle.
The seal was broken, or it looks tampered with
Don't take it, and please keep the bottle and packaging as they are.
Send us the lot number, the expiry date, the order number, and photos. This one goes to our quality team, who will look at it directly and come back to you.
I received the wrong product
Send us a photo of what arrived. We'll check it against your order and send the correct product at no cost.
You don't need to return the wrong item. Keep it or dispose of it, whichever you prefer.
Something's missing from my order
First, check whether your order shipped in more than one parcel — occasionally one arrives a day or two after the other, and there'll be separate tracking for each.
If everything arrived together and an item is genuinely missing, tell us which one and we'll send it at no cost.
Tracking says delivered but nothing arrived
Have a look anywhere a parcel might be left out of sight, and check with anyone else at the address. Carriers sometimes scan a parcel as delivered slightly early, so it's worth allowing 24 hours.
If it still hasn't appeared, message us and we'll send a fresh replacement at no cost. We won't ask you to file a police report or chase the carrier.
Would you rather have a refund than a replacement?
A replacement is what we offer first, because most people want the product they ordered. But if you'd rather have your money back, just say so and we'll sort it — your order is covered by our 60-day money-back guarantee either way.
The capsules look or smell different from last time
Don't take them. Send us a photo and the lot number and we'll replace the bottle.
Still need help?
Email support@tryriora.com or start a chat. Include your order number and a photo if there's something to see, and we'll reply within 12 hours.
