Ritualns Customer Service Policy

At Ritualns, we believe that every interaction with our customers should be as thoughtful and intentional as the rituals our products support. Whether you’re seeking help with an order, have questions about a product, or need support with a return, our team is dedicated to providing warm, reliable service that honors your trust in us. This policy outlines the support, guarantees, and processes we offer to ensure your experience with Ritualns is seamless and satisfying.

1. Return & Exchange Policy

We want you to love the Ritualns products you bring into your life—whether they’re for your own daily rituals or as a gift for someone special. If a product doesn’t meet your expectations, we offer a 30-day return or exchange window from the date of delivery, subject to the following conditions:

Items must be in their original, unused condition, with all original packaging (e.g., product boxes, tissue paper, tags) intact. For hygiene-sensitive products (such as bath salts, body oils, or skincare items), returns are only accepted if the product seal is unbroken (to ensure safety for all customers).
Custom or personalized items (e.g., engraved candle holders, monogrammed linen wraps) are non-returnable and non-exchangeable, unless the item arrives with a manufacturing defect or an error on our part (e.g., incorrect personalization, wrong design).
To initiate a return or exchange, please email our customer service team at [email protected] with your order number, clear photos of the item (and packaging, if applicable), and a brief note explaining your request (e.g., “product arrived damaged,” “not as described”). We’ll respond within 24-48 business hours with a Return Authorization (RA) number and step-by-step shipping instructions.
Return shipping costs are the responsibility of the customer, unless the return is due to a manufacturing defect, an error in your order (e.g., wrong item shipped, missing products), or damage during transit. In these cases, we’ll cover return shipping costs and either send a replacement, issue a full refund, or offer store credit (your choice).

2. Order Inquiries & Tracking

We know you’re eager to receive your Ritualns products to start or enhance your rituals—so we make it easy to stay updated on your order:

Order Confirmation: Immediately after placing an order, you’ll receive a confirmation email with your order number, product details, and billing/shipping information. If you don’t see this email within 1 hour, check your spam folder or contact us at [email protected] to resend it.
Shipping Updates: Once your order ships, we’ll send a shipping confirmation email with a tracking link (provided by our trusted carriers, such as USPS, UPS, or DHL). You can use this link to monitor your package’s journey, from our warehouse to your door.
Order Changes or Cancellations: If you need to modify your order (e.g., update the shipping address, add a gift note) or cancel it, please contact us as soon as possible. We can make changes or cancel orders only if they haven’t yet been processed or shipped. Once an order is in transit, we can’t adjust details—though we can help you coordinate with the carrier for address changes (if available).

3. Product Quality Guarantee

Every Ritualns product is carefully curated or crafted to meet our high standards of quality, as we believe your rituals deserve products that last and perform beautifully. We stand behind our products with a 1-year warranty against manufacturing defects (e.g., a candle jar that cracks unexpectedly, a linen throw with loose stitching, a fragrance diffuser that malfunctions) from the date of purchase.

The warranty does not cover damage caused by normal wear and tear (e.g., a candle that burns down naturally, a linen item that fades slightly after washing), improper use (e.g., using a bath salt in a non-compatible tub, placing a candle too close to flammable materials), or accidental damage (e.g., dropping a ceramic candle holder).
If you encounter a manufacturing defect within the warranty period, email us at [email protected] with your order number, photos/videos of the defect, and a description of the issue. Our team will review your claim and, at our discretion, repair the item, send a replacement, or issue a refund—whichever best fits your needs.

4. Support for Gift Purchases

We understand that Ritualns products often serve as meaningful gifts for birthdays, holidays, or special occasions. To make gift-giving easier, we offer the following support:

Gift Receipts: If you’re purchasing a gift, you can request a gift receipt (without pricing information) by noting this in the “order notes” section at checkout or emailing us after placing your order.
Gift Exchanges: If the recipient of your gift wishes to exchange the item (e.g., for a different fragrance, size, or design), they can initiate an exchange using the order number (from the gift receipt) and following our standard exchange process (outlined in Section 1). We’ll handle the exchange at no extra cost to the recipient (excluding return shipping, unless the item is defective).
Gift Wrapping Issues: If you selected our complimentary gift wrapping service and the wrapping arrives damaged, contact us with photos, and we’ll send a replacement gift wrapping kit (or offer a small store credit) to help you rewrap the gift.

5. Privacy Protection

Your trust is essential to us, and we take the privacy of your personal information seriously. We collect only the information needed to process your orders, provide customer service, and (if you opt in) share updates about new products or promotions—such as your name, email address, shipping/billing address, and payment details. We never sell or rent your personal information to third parties, and we use industry-standard encryption to protect data transmitted through our website (e.g., payment information). For full details on how we handle your data, please refer to our Privacy Policy.

6. How to Contact Us

Our customer service team is here to help with any questions, concerns, or requests—we aim to make every interaction feel personal and supportive. You can reach us via:

Email: [email protected] (our preferred method, as it allows us to track your inquiry and provide detailed, personalized responses). We typically reply within 24-48 business hours (excluding weekends and major holidays).
Phone: For urgent matters (e.g., a last-minute gift order, a missing package), you can call us at Monday-Friday, 9 AM-5 PM PST.
Contact Form: You can also submit a request through the “Contact Us” form on our website—simply fill in your name, email, order number (if applicable), and message, and we’ll get back to you promptly.

We value your feedback—whether it’s a compliment about a product you love or a suggestion for how we can improve. Your input helps us grow and continue to create a brand that serves your rituals well.