I. Eligibility:
• Réia offers a 100% exchange policy to its customers.
• Products returned for exchange must pass evaluation by Réia's Quality Assurance Department to ensure they are free from damage, wear, alterations, or resizing beyond normal wear and tear. Only products meeting the Quality Assurance criteria for good saleable, marketable condition are eligible for exchange.
• Purchase Location: Lifetime exchange is applicable solely for products sold within India, subject to review by the Quality Assurance Department. Products sold outside India are not covered under the lifetime exchange policy.
• Good Saleable, Marketable Condition:

1. Physical Condition: Free from visible damage, scratches, dents, or deformities beyond normal wear and tear.
2. Completeness: All components and parts, including stones, settings, clasps, or any attached elements, should be intact and in their original condition.
3. Cleanliness: The product should be clean and free from significant stains, marks, or discoloration.
4. Free from Alterations or Modifications: The product should not have undergone alterations, repairs, or modifications by third parties other than authorized personnel unless explicitly permitted by Réia's policies.
   • The Lifetime Exchange Policy is applicable only to products sold within India, subject to review by the Quality Assurance Department.
   • The decision by the Quality Assurance Department is final and binding for any Lifetime Exchange requests.

II. Non-Eligibility:
• Lifetime Exchange is not applicable to products sold outside India.
• Tampered or Unacceptable Condition: Products found to be tampered with, or failing to meet Réia's criteria, are not eligible for exchange.
• If a 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 will bear no further liability if the return is rejected.

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

1. Condition Evaluation: The returned product is thoroughly inspected for damage, wear, alterations, or resizing beyond normal wear and tear.
2. Marketability Check: The product's suitability for resale or reuse is verified according to Réia's standards.
3. Comparison to Policy Criteria: The product is assessed against the lifetime exchange criteria.
4. Expert Determination: The Quality Assurance team, consisting of experienced professionals, employs their expertise in jewelry assessment to make informed decisions.
   • The final decision regarding the eligibility of a product for the Lifetime Exchange Policy rests with the Quality Assurance Department. Customers may contact customer support for clarification or further information.

IV. Requirements for Lifetime Exchange:
• Customers must return all contents of the package to Réia:

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

V. Timeline for Exchange:

VI. Quantum of Refund:
The refund calculation under the Lifetime Exchange Policy involves deductions for making charges and adjustments against the new product's value. The process is as follows:
• Making Charges Deduction: Making charges associated with the original purchase will be deducted from the pre-loved (older) jewelry's value. These making charges represent the cost incurred for crafting the jewelry piece and are non-refundable.
• Value Reassessment: The gold and diamonds from the pre-loved jewelry will be revalued to reflect the current market value. This revaluation determines the balance provided by the customer for the new product.
• Adjustment Against New Product: The balance derived from the revalued gold and diamonds will be adjusted against the selected new product's value. The adjusted balance will offset the cost of the new product, allowing customers to use the value of the pre-loved jewelry towards their new purchase.
It’s important to note that any excess remaining after adjusting the balance against the new product will be uploaded to the customer's lifetime account balance. No cash refund will be issued for any surplus balance.

VII. Procedure for Exchange
a) Online Exchange:
To request a return of the product under the Lifetime Exchange Policy, please follow these steps:
• Submit an email application for refund at official@reia.diamonds.
• Based on the callback from our care executive, email the care executive with the request for product return and pickup locations.
• Prepare your jewelry in the original packaging along with the certificate.
• Collect an acknowledgment for the item being picked up (pickup receipt on paper, photo of tracking number, or SMS confirmation of pickup).
• Customers should not return the product before receiving a confirmation email from us.

We reserve the right to modify this policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon posting on the website.
Réia reserves the right to change the terms and conditions for any specific scenario or individual customers at any given time.

VIII. Dispute Resolution
In the event of any dispute arising between Réia and the customer concerning the assessment of the returned product, refund processing, or any other matter related to this return policy, both parties agree to attempt to resolve the issue amicably through mutual discussion and negotiation. If an amicable resolution is not reached, both parties agree to submit the matter to mediation or arbitration in accordance with the laws of India, under the jurisdiction of the competent courts in Bangalore. Both parties consent to resolve disputes in good faith through these alternative dispute resolution mechanisms rather than litigation.

IX. Striving for Excellence
At Réia, we prioritize clear and transparent communication with our valued customers throughout the return process. Upon initiation of a return request, our dedicated customer care executives will provide prompt assistance and guidance via email or phone communication. Once the return request is received, our team will keep you informed about the status of your return, including confirmation of product receipt, assessment, and refund processing. We strive to ensure that you are updated at every stage of the return process, aiming for a seamless and satisfactory experience. Should you have any queries or require further assistance, please feel free to contact our customer support team via official@reia.diamonds, and we will be delighted to assist you.

Réia reserves the right to change the terms and conditions for any specific scenario or individual customers at any given time.