REYLVA GLOBAL — REFUND, RETURN & REPLACEMENT POLICY

Effective Date: 20 October 2026
Last Updated: 20 October 2026

Website: https://www.global.reylva.com
Customer Support: support@reylva.com
Operated by: Graphgate Private Limited, India

1. INTRODUCTION

Thank you for shopping with REYLVA Global.

REYLVA Global is an international ecommerce store operated by Graphgate Private Limited, a company incorporated in India.

We aim to ensure that customers receive products matching their orders and descriptions, delivered in satisfactory condition.

This Refund, Return & Replacement Policy explains our procedures for damaged, defective, incorrect, missing, unwanted and undelivered products, as well as order cancellations and international returns.

By purchasing from REYLVA Global, customers acknowledge this Policy, subject to all mandatory consumer rights under applicable law.

Nothing in this Policy excludes or restricts statutory rights that cannot legally be waived.

2. GENERAL RETURN POLICY

Because REYLVA Global fulfils international orders from India, voluntary returns can involve significant shipping, customs and processing costs.

Accordingly, we generally do not accept returns or exchanges solely for a change of mind, except where required by applicable consumer protection laws or expressly stated on the product page.

Examples of change-of-mind requests include:

• No longer wanting the product.

• Preferring a different colour or design after receiving the item ordered.

• Ordering the wrong size despite accurate product measurements.

• Finding a similar product elsewhere at a lower price.

• Personal preference regarding a correctly described product.

This restriction does not apply to damaged, defective, incorrect or materially misdescribed products, or to legally required cancellation and withdrawal rights.

Where applicable law provides a mandatory cooling-off or withdrawal period, customers may exercise that right according to the relevant legal requirements.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a product arrives damaged, defective, or materially different from what was ordered, please contact our support team.

Preferred reporting period: Within 7 calendar days of delivery.

Email: support@reylva.com

Please provide:

1. Your order number.

2. The name and email address used for the order.

3. A description of the issue.

4. Clear photographs showing the affected product.

5. Photographs of the packaging, where available.

6. An unboxing video, if available.

We strongly recommend recording an uninterrupted unboxing video, especially for fragile jewellery and accessories.

An unboxing video helps us investigate damage claims and carrier handling issues.

However, an unboxing video is not an absolute requirement for exercising mandatory consumer rights. We will assess claims using all reasonably available evidence.

The 7-day reporting period is our preferred operational timeframe and does not shorten statutory rights that apply for longer periods.

4. REPLACEMENT-FIRST RESOLUTION

For eligible product-related claims, REYLVA Global generally prefers to resolve the issue through a replacement.

Where a product is confirmed damaged, defective or incorrect, we may offer:

• A replacement of the same product.

• A comparable replacement accepted by the customer.

• A repair, where practical and lawful.

• A refund, where appropriate or legally required.

The available remedy will depend on the nature of the issue, stock availability, delivery destination and applicable consumer law.

We will not require a customer to accept a replacement where applicable law entitles them to a refund or another specific remedy.

If a replacement cannot reasonably be supplied, we will provide an appropriate alternative resolution.

5. CLAIM REVIEW AND VERIFICATION

We may reasonably request additional information necessary to investigate a claim, including:

• Additional product photographs.

• A description of the defect.

• Relevant packaging photographs.

• Carrier delivery information.

• Return of the affected item where necessary and proportionate.

We may consult the shipping carrier, fulfilment provider or payment processor when investigating a dispute.

Requests for evidence will be proportionate to the claim and will not be used to obstruct valid consumer remedies.

Submitting a claim does not automatically establish that a product is defective. Each claim will be evaluated fairly based on the available evidence and applicable law.

6. ITEMS GENERALLY NOT ELIGIBLE FOR VOLUNTARY RETURNS

Unless otherwise required by applicable law or expressly agreed by REYLVA Global, voluntary returns are generally unavailable for:

• Jewellery and accessories purchased in the correct size and design.

• Products showing signs of use, wear or modification.

• Items damaged through misuse, accidental impact or improper care.

• Products altered or repaired by unauthorized third parties.

• Personalized or specially customized products.

• Products identified as final sale, where such restrictions are legally permissible.

• Products with missing components caused by the customer's handling after delivery.

These exclusions do not remove statutory remedies for goods that were defective, unsafe, misdescribed or otherwise non-conforming at the relevant time.

Where hygiene or sealed-goods exclusions are legally available, they apply only to products and circumstances covered by the relevant law.

7. PRODUCT COLOUR, SIZE AND APPEARANCE

We make reasonable efforts to display product colours, finishes, materials and dimensions accurately.

Minor differences may arise due to:

• Screen and display settings.

• Lighting conditions.

• Photography.

• Normal manufacturing tolerances.

• Natural variations in handcrafted or individually finished products.

Minor variations consistent with the product description do not automatically constitute defects.

However, materially incorrect dimensions, misleading material descriptions, substantial colour discrepancies or other significant deviations may qualify for a remedy under applicable law.

Customers are encouraged to review measurements and product specifications before ordering.

8. ORDER CANCELLATIONS

Customers wishing to cancel an order should contact support@reylva.com as soon as possible.

We will attempt to accommodate cancellation requests before dispatch.

However, cancellation may not always be possible once an order has entered packing, fulfilment or carrier processing.

Where an order is cancelled before fulfilment and payment has been collected, the appropriate refund will be processed.

After dispatch, cancellation requests may be subject to the applicable return, delivery and statutory consumer-rights provisions.

Any mandatory cancellation or withdrawal right applicable to the customer's country will take precedence over conflicting restrictions in this section.

9. LOST OR UNDELIVERED SHIPMENTS

If tracking indicates that a shipment is delayed, missing or undelivered, please contact support@reylva.com.

We may initiate an investigation with the shipping carrier.

We may request reasonable information to assist the investigation, such as confirmation of the shipping address and whether the customer has checked with their household, building reception or designated delivery location.

A carrier's “delivered” scan may be considered evidence, but it does not automatically establish that delivery was correctly completed.

Where REYLVA remains legally responsible for a shipment that has not been delivered, we will provide the remedy required by applicable law, which may include replacement or refund.

We will not automatically reject a legitimate non-delivery claim solely because the carrier marks the shipment as delivered.

10. INCORRECT SHIPPING ADDRESS

Customers must provide accurate and complete delivery details at checkout.

If you notice an address error, contact us immediately.

We will make reasonable efforts to correct the address before dispatch, but changes may not be possible after shipment processing begins.

Where a parcel cannot be delivered because of an address error provided by the customer, reasonable additional shipping or return costs may apply where permitted by law.

If an incorrect address was caused by REYLVA or our fulfilment partners, we will provide the appropriate remedy without improperly transferring responsibility to the customer.

11. REFUSED DELIVERY AND FAILED CUSTOMS CLEARANCE

International shipments may require customs clearance and payment of applicable import duties, taxes or carrier charges.

Unless expressly stated otherwise at checkout, destination-country import charges may be payable by the recipient.

If a customer refuses delivery or declines to complete required customs procedures, the shipment may be returned, delayed or handled according to applicable carrier and customs procedures.

Where legally permitted, any refund may account for reasonable, documented, non-recoverable costs directly arising from the refusal.

We will not impose undisclosed penalties or deductions prohibited by applicable consumer law.

If the shipment cannot be returned, we will review the circumstances and applicable legal obligations before determining the appropriate resolution.

Where a customer has a statutory withdrawal or cancellation right, that right will be respected.

12. INTERNATIONAL RETURN SHIPPING

Customers must contact REYLVA Global before sending any item back.

Do not return products to the address printed on the shipping label unless our support team expressly authorizes that address for returns.

An authorized return address and instructions will be provided when a physical return is required.

For voluntary returns accepted as an exception, customers may be responsible for return shipping and related costs, where disclosed and legally permitted.

For verified defective, incorrect or non-conforming products, return costs will be handled according to applicable consumer law and the agreed resolution.

Customers should not independently arrange expensive international return shipments without first contacting support.

REYLVA Global is not automatically responsible for unauthorized shipping costs incurred without prior agreement, except where applicable law provides otherwise.

13. REFUNDS

Approved refunds are ordinarily issued to the original payment method used for the transaction.

For PayPal transactions, refunds will generally be initiated through the applicable PayPal payment process.

We aim to initiate approved refunds within 5–7 business days after the necessary review is completed, or sooner where required by law.

This is an operational target, not a restriction on legally mandated refund deadlines.

The time required for funds to appear in the customer's account may depend on PayPal, the card issuer, banking systems and currency conversion procedures.

Where a refund is legally required, it will include the amounts required by the applicable law.

Currency exchange-rate movements or bank conversion fees may cause the amount appearing in a customer's local-currency account to differ from the original converted amount. We do not control exchange rates or charges imposed independently by banks or payment providers.

14. PARTIAL REFUNDS

Where legally permissible and appropriate, a partial refund may be offered for a minor issue if the customer voluntarily agrees.

Examples may include:

• A minor cosmetic imperfection.

• Missing non-essential accessories.

• A small discrepancy that does not substantially affect the product's intended use.

A partial refund will not be imposed instead of a mandatory statutory remedy.

Any agreed partial refund will be confirmed through customer support.

15. RETURNED ITEMS AND INSPECTION

Where a return is authorized, we may inspect the returned product to verify the reported issue and confirm the applicable remedy.

Customers should use suitable packaging and follow the return instructions provided.

We may document the condition of returned goods and compare them with the reported issue.

If the returned item differs materially from the product supplied or there is evidence of deliberate claim manipulation, we may investigate further and exercise lawful remedies.

We will not deny a legitimate statutory claim merely because the original packaging is unavailable, unless a particular packaging requirement is legally relevant to the claim.

16. PAYMENT DISPUTES AND CHARGEBACKS

Customers are encouraged to contact REYLVA Global before initiating a payment dispute so that we have an opportunity to resolve the concern.

However, customers retain all rights available through PayPal, card issuers and applicable law.

In the event of a payment dispute, REYLVA may provide relevant evidence to the payment processor, including:

• Order confirmation and transaction details.

• Payment authorization records.

• Shipping and tracking information.

• Delivery documentation.

• Customer communications.

• Refund or replacement records.

• Relevant product information.

We may investigate suspected duplicate refunds or intentionally fraudulent claims.

A good-faith payment dispute will not, by itself, be treated as misconduct.

Nothing in this Policy overrides PayPal's applicable buyer-protection rules.

17. FRAUDULENT OR ABUSIVE CLAIMS

REYLVA Global reserves the right to investigate reasonably suspected fraudulent claims, including intentionally falsified evidence, deliberate product substitution or knowingly false delivery allegations.

Where supported by credible evidence and permitted by law, we may decline fraudulent requests, restrict future transactions or refer suspected unlawful conduct to appropriate authorities.

These measures will not be used to discourage legitimate customer complaints or statutory claims.

18. MANDATORY INTERNATIONAL CONSUMER RIGHTS

REYLVA Global serves customers in multiple countries, and consumer protection laws may differ by destination.

Some jurisdictions provide mandatory rights relating to:

• Defective or non-conforming goods.

• Delivery failures.

• Cancellation and withdrawal periods.

• Refund deadlines.

• Return shipping costs.

• Statutory warranties or guarantees.

For example, consumers in certain European jurisdictions may have a statutory withdrawal period for eligible distance purchases, subject to legal exceptions.

Where applicable, these rights take precedence over any inconsistent provision in this Policy.

A customer's rights depend on the relevant jurisdiction, transaction and circumstances.

Nothing in this Policy is intended to waive, restrict or misrepresent mandatory consumer protections.

19. POLICY UPDATES

We may revise this Policy to reflect changes in our operations, shipping arrangements, payment services or applicable laws.

Updates will be published on our website with the revised date.

Changes will not retroactively remove rights already accrued under completed purchases.

20. CONTACT INFORMATION

For cancellation requests, delivery problems, damaged products, replacement enquiries, refund requests or other order-related concerns, please contact:

REYLVA Global
Operated by Graphgate Private Limited
Email: support@reylva.com
Website: https://www.global.reylva.com
Country of Incorporation: India

Please include your order number and a clear description of your concern so our team can assist efficiently.