Rio Grande accepts international returns for defective products only, within 45 business days. Please note that we cannot refund international shipping charges, duties or taxes.


 

Troubleshooting Tools 

Need help with a tool or piece of equipment? We can help you troubleshoot the problem and determine whether it needs to be sent in for a repair. If a repair is needed, we’ll help you start the process. Reach out at 505-839-3011 or info@riogrande.com

 


How to Return Items 

To get started, please contact our international customer service department at 505-839-3011 or intl@riogrande.com

 

Please have the information below ready when you call (or include it in your email message). 

  • Customer number
  • Invoice number
  • Method of shipping
  • Tracking number
  • Description of the problem (missing item, damaged item, etc.)

 

We will process your return within 5 business days of receiving the item.

 

 

Processing & Refunds 

Once the return is processed, we'll send you an email with the amount being refunded. Refunds typically take 2-3 business days after a return is processed and are disbursed by the orginal method of payment.


Impressions™ products 

Please report any defects or quality issues within 2 weeks of receipt of your Impressions™ items. We will issue a full refund, a product replacement or a discount on the affected items. Email impressions@riogrande.com or call 800-545-6566 and ask to speak with the Impressions team.


Findings, tools, equipment and display items 

We will refund the invoice price by the original method of payment. 

 

Precious metal milled materials, casting grain and precious metal clay

We will refund the invoice price by the original method of payment. 

For cut-to-order metals, we will refund the invoice price by the original method of payment, minus a 15% restocking fee.

 

 

Gemstones

Any diamonds that are over 33 points need to be returned with the grading report if it was included in the original order. All returned lab-created diamonds are tested to ensure that they are authentic lab-created diamonds. Any diamonds returned without the grading report will not be processed and will be returned to the sender.

 

Exceptions

We cannot accept returns on:

  • Hazardous materials (if we receive returns containing hazardous material, a specialist properly disposes of the material and no refund is processed).
  • Special-order items 
  • Partially-used packages 
  • Items postmarked more than 180 days after the invoice date
  • Physically altered items 
  • Custom-made items

 

We reserve the right to refuse merchandise that is returned after the 45-day warranty period or to charge additional restocking fees based on the original invoice date.