I. Eligibility:
• Réia products are eligible for a lifetime cashback.
• Returned Réia products will be inspected by authorized personnel at the Réia warehouse, authorized shop-in-shop, or flagship store, and the return will be initiated only if the product is received in good saleable, marketable condition, and up to Réia's satisfaction, except in the case of a manufacturing defect, to be determined by Réia.
• Good Saleable, Marketable Condition is defined as follows:

• Physical Condition: Free from visible damage, scratches, dents, or deformities beyond normal wear and tear.
• Completeness: All components, parts, stones, settings, clasps, and attached elements should be intact and in their original condition.
• Cleanliness: The product should be clean and free from significant stains, marks, or discoloration.
• Free from Alterations or Modifications: The product should not have undergone any alterations, repairs, or modifications by third parties, other than authorized personnel, unless explicitly permitted by Réia's policies.
  • Examples of issues not considered as manufacturing defects:
• Discoloration due to exposure to chemicals, makeup, swimming pools, hot tubs, or bathing.
• Prongs and precious metals wear over time and may require restoration work as normal wear.
• Bent, caught, or worn-out prongs allowing a stone to fall out or be lost due to normal wear or other damage.
• Lost stones or stones that have fallen out due to chipping or breaking caused by normal wear or other damage.
  • Warranty Voided If:
• Réia determines that the product has been repaired or altered by anyone other than Réia.
• The product forwarded to Réia was not manufactured by Réia.

II. Non-Eligibility:
• Products Without Proof of Purchase: Items returned without a valid proof of purchase, such as an invoice or order confirmation, making it difficult to verify the purchase from Réia.
• Damaged or Altered Products: Items intentionally damaged, altered, or modified by the customer or any third party, impacting the product's original condition beyond normal wear and tear.
• Products Used for Purposes Other Than Intended: Items showing signs of misuse, abuse, or use beyond their intended purpose, affecting the product's condition and functionality.

Terms of Rejection of Return:
• If the product is found to be tampered with and not in a good saleable, marketable condition, Réia has the right to recover the cost of damages and associated costs from the customer during the return process, or refuse to accept the return. In such cases, the product will be returned to the customer in its original state. Réia shall bear no further liability if the return is rejected.

III. Requirements for the Return:
• Customers must return all contents of the package to Réia:

• Product
• Invoice copy (digital copy accepted)
  • The following items should also be returned if available:
• Product boxes
• Packaging
• Certificate of Authenticity
• If the customer is unable to provide the original certificate, the company will send the jewelry for recertification. Any shipping and certification costs will be borne by the customer.

IV. Quality Assurance Department:
• All products are subject to review by the Quality Assurance Department, and their decision is binding.
• Evaluation Process:

• Condition Evaluation: The returned product is thoroughly inspected for damage, wear, alterations, or resizing beyond normal wear and tear.
• Marketability Check: The product is assessed for suitability for resale or reuse in the market according to Réia's standards.
• Comparison to Policy Criteria: The product is checked against the lifetime cashback eligibility criteria.
• Expert Determination: The Quality Assurance team, consisting of experienced professionals, evaluates the product's eligibility for the lifetime cashback policy.
  • The final determination regarding a product's eligibility for the cashback return policy rests with the Quality Assurance Department. Customers can contact customer support for further clarification.

V. Procedure for Return:
a) Online Return:
To request a return under the cashback return policy, follow these steps:
• Submit an email request for a refund to official@reia.diamonds.
• After the callback from our care executive, email the care executive with the request for product return and pickup locations.
• Pack the jewelry in the original packaging with the certificate.
• Collect an acknowledgment for the item pickup (pickup receipt, photo of tracking number, or SMS confirmation).
• Customers should not return the product before receiving confirmation from us.

b) Offline Return:
• Customers must provide all necessary documents as mentioned above to the authorized Réia dealer.
• Réia personnel will inspect the product and verify the certificate. Upon completion, they will provide confirmation that the product has been received in good condition.
• Refund requests will be processed by Réia personnel.

VI. Quantum of Refund:

• The refund amount will exclude any applied taxes at the time of purchase.
• In case any discounts were given during the original purchase, an equivalent amount will be deducted from the market value of the lab-grown diamonds.

VII. Timeline for Refund of Return:
• The refund will be credited to the original payment source (Credit Card/Debit Card/Net Banking/Store Credit).
• If the refund is for a product return, the payment will be made via online bank transfer to the customer’s bank account within 21 business days from the receipt of the product and approval by Réia's authorized personnel.
• All refund payments will be processed through RTGS or NEFT only.
• Payments will only be made to the person/entity confirmed by the retailer and carrying a valid Government-issued photo ID and certificate of the product’s condition.

Privacy Policy Modification:
• Réia reserves the right to modify this privacy policy at any time, so customers are encouraged to review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.
• Réia reserves the right to change the terms and conditions for specific scenarios or individual customers at any time.

VIII. Dispute Resolution:
• In case of a dispute regarding the returned product, refund processing, or any related matter, both parties agree to attempt resolution through mutual discussion and negotiation.
• If an amicable resolution is not achieved, the matter will be submitted to mediation or arbitration as per the laws of India, under the jurisdiction of the competent courts in Bangalore.
• Both parties agree to resolve disputes in good faith through alternative dispute resolution mechanisms rather than litigation.

IX. Striving for Excellence:
• At Réia, customer satisfaction is our priority. We are committed to providing unwavering support throughout the cashback process.
• Our dedicated team will assist at every step, ensuring prompt and responsive customer service to address any concerns or queries.
• Should you require assistance or have inquiries regarding your cashback claim, our customer support team is available at official@reia.diamonds.
• We value your trust in Réia and strive to make your cashback experience as hassle-free and satisfactory as possible.

Final Notes:
• Réia reserves the right to change the terms and conditions for any specific scenario or individual customers at any time.

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