Refund & Return Policy

We stand behind every wreath — here's how we handle refunds, returns, and the rare hiccup.

Because every Rio Wreaths piece is handmade to order in the colors and team you choose, our policy is built around custom, made-just-for-you products. Please read the sections below carefully.

Damaged or defective on arrival
If your wreath arrives damaged, defective, or not as described, we'll make it right — a free replacement or a full refund, your choice. Just email us at [support email] within 7 days of delivery with:

  • Your order number
  • A few clear photos of the wreath and the damage
  • A short description of the issue

We may ask for a photo of the packaging as well, so please hold onto it until the issue is resolved.

Wrong item received
If you received the wrong wreath or the wrong colors from what you ordered, that's on us. Contact us within 7 days of delivery with photos and we'll ship the correct piece at no additional cost.

Made-to-order & custom items
Because each wreath is custom-built for you after purchase, we're unable to accept returns or exchanges for buyer's remorse, change of mind, or "it didn't match my expectations" on correctly-made orders. This is standard for handmade, personalized goods. That said — if you're unhappy, we still want to hear from you. Reach out and we'll do our best to find a fair solution.

Order changes & cancellations
Need to change your team, colors, or address, or cancel entirely? Email us within 24 hours of ordering. If production hasn't started yet, we'll happily make the change or cancel for a full refund. Once Rio has begun building your wreath, we can no longer cancel or alter the order, since materials have been cut and assembled specifically for you.

Lost in transit
If your order is confirmed lost by the carrier, we'll send a replacement or issue a full refund at no cost to you. (See our Shipping Policy for how we handle lost packages.)

Refund processing
Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer. We'll email you as soon as your refund is processed.

Return shipping
If a return is required for a damaged, defective, or incorrect item, we cover the cost — we'll send you a prepaid label or arrange pickup. Return shipping for any approved non-defective return (at our discretion) is the customer's responsibility.

Non-refundable situations
To keep things fair and transparent, we can't offer refunds for:

  • Change of mind on a correctly-made custom order
  • Delays caused by the carrier, customs, or an incorrect address you provided
  • Refused or unclaimed international packages that are returned to us
  • Normal variation in handmade items (slight differences make each wreath one-of-a-kind)