Return & Refund Policy

Last updated: September 26, 2026

Cleo Rivers has a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a standard return, the item must be in the same condition in which you received it: unworn or unused, with tags attached where applicable, and in its original packaging. You will also need your receipt or other proof of purchase.

To start a return, contact us through our Contact page.

If your return is accepted, we will provide instructions on where and how to send your package. Do not send a return to our fulfillment warehouse or any other address without receiving return authorization and instructions from us first. Items sent back without first requesting a return may not be accepted.

For standard change-of-mind returns, the customer is responsible for return shipping costs unless we state otherwise in writing. We recommend using a trackable shipping method. Original shipping charges, if any, are non-refundable unless required by law or the return is due to our error.

You can always contact us with a return question through our Contact page.

Return Shipping Costs

Damaged, defective, or incorrect items: there is no cost to you. If we ask you to send the item back, we will cover the return shipping. In many verified cases, you will not need to return the item at all.
Unwanted items (change of mind): you pay the return shipping cost, which depends on the carrier and service you choose.

Damages, Incorrect Items, and Issues

Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged, lost in transit, or if you receive the wrong item.

We may ask you to provide clear photographs or video showing the issue, as our fulfillment partner requires supporting evidence for damaged or incorrect-item claims. Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution. In many verified damage or incorrect-item cases, a physical return may not be required.

Exceptions / Non-Returnable Items

Certain items may not be eligible for return where applicable, including:

personalized, custom-made, or special-order items;
gift cards;
items that have been worn, used, washed, altered, damaged after delivery, or returned without original tags/packaging where applicable;
items specifically marked as final sale before purchase, where permitted by law.

Cleo Rivers currently focuses on fashion products. If you have a question about whether a specific item is returnable, contact us before sending it back.

Exchanges

The fastest way to obtain a different size, color, or item is generally to return the item you have in accordance with this Return & Refund Policy and, once the return is accepted, place a separate order for the replacement item.

Refunds

Once we receive and inspect an authorized return, we will notify you whether the refund has been approved.

If approved, we will initiate the refund to your original payment method within 7 business days after the return is received and approved. Your bank, credit-card issuer, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, contact us through our Contact page.

For more information about shipping and delivery, please review our Shipping Policy.

Contact Information

Store name: Cleo Rivers
Company name: JT Brands LLC
Company registration number: 606 297 748
Company address: 1915 Rocklund Dr, Wenatchee, WA 98801, United States
Fulfillment warehouse: No. 2 Freight Elevator, West Side of 3rd Floor (Upstairs), Yuantong Express, No. 409, Suxi, Yiwu Town, Zhejiang 310000, China
Contact: Contact page
Email: support@cleorivers.com
Phone: +1 509 940 1545