REYLVA GLOBAL — REFUND, RETURN & REPLACEMENT POLICY

Effective Date: 24 October 2026
Last Updated: 24 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 storefront operated by Graphgate Private Limited, a company incorporated in India.

We are committed to supplying products that correspond to their descriptions, are reasonably fit for their intended purposes, and arrive in satisfactory condition.

This Refund, Return & Replacement Policy (“Policy”) explains how we handle order cancellations, voluntary returns, damaged or defective products, incorrect items, lost shipments, international returns, refunds, payment disputes and related matters.

This Policy forms part of our Terms of Service and should be read alongside our Shipping & Delivery Policy and Privacy Policy.

Nothing in this Policy excludes, limits or overrides any mandatory consumer rights under applicable law.

2. GENERAL RETURN POLICY

REYLVA Global fulfils international orders from India. International returns may involve substantial shipping, customs, handling and processing costs.

For this reason, we generally do not accept voluntary returns or exchanges solely because a customer changes their mind, unless a return is expressly offered for the product or required by applicable law.

Examples include:

• No longer wanting the purchased product.

• Preferring a different colour, style or design after receiving the correctly supplied item.

• Ordering an incorrect size where accurate measurements were provided.

• Finding a similar product at a lower price elsewhere.

• Changing personal preferences after delivery.

This restriction does not apply to defective, damaged, incorrect, materially misdescribed or otherwise non-conforming products.

It also does not restrict mandatory cancellation, cooling-off, withdrawal or other consumer rights applicable in the customer's jurisdiction.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If an item arrives damaged, defective, incorrect or materially different from its description, customers should contact our support team promptly.

Preferred reporting period: Within 7 calendar days of delivery.

Email: support@reylva.com

Please include:

1. Order number.

2. Name and email address associated with the order.

3. Description of the problem.

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 for jewellery, fragile products and other items susceptible to transit damage.

An unboxing video may assist with carrier investigations and verification of product condition.

An unboxing video is not an absolute condition for obtaining remedies required by applicable consumer law.

The seven-day reporting period is intended to support prompt investigation and does not shorten longer statutory complaint periods, legal guarantees or other mandatory rights.

4. REPLACEMENT-FIRST RESOLUTION

Where legally appropriate, REYLVA Global prefers to resolve eligible product-related issues through replacement.

Depending on the circumstances, we may offer:

• Replacement with the same product.

• Replacement with a comparable product accepted by the customer.

• Repair, where practical and legally appropriate.

• A full or partial refund.

• Another remedy required by applicable law.

Replacement availability depends on inventory, destination-country shipping eligibility and applicable regulations.

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

Customers will not be required to accept a replacement where applicable law entitles them to a refund or another specific remedy.

Any remedy for defective or non-conforming goods will be provided without prohibited charges or unreasonable inconvenience.

5. CLAIM INVESTIGATION AND SUPPORTING EVIDENCE

REYLVA Global may reasonably request information needed to evaluate a complaint.

Depending on the issue, this may include:

• Product photographs.

• Packaging photographs.

• Additional descriptions of the defect.

• Relevant delivery records.

• An available unboxing video.

• Return of the affected item, where necessary and proportionate.

We may consult relevant fulfilment partners, shipping carriers or payment service providers.

We reserve the right to investigate inconsistencies or credible indications of fraudulent claims.

However, evidence requirements will be proportionate and will not be used to obstruct legitimate statutory remedies.

A complaint will be assessed fairly based on the available evidence, product information, circumstances and applicable law.

6. PRODUCTS NOT GENERALLY ELIGIBLE FOR VOLUNTARY RETURNS

Unless otherwise expressly offered or required by law, voluntary returns may be declined for:

• Jewellery and accessories supplied in the correct size, colour and design.

• Products showing use, damage or unauthorized alteration.

• Items damaged through improper handling or maintenance.

• Products altered or repaired by unauthorized persons.

• Clearly personalized or custom-made products.

• Items expressly sold under lawful final-sale conditions.

• Products with missing components caused by post-delivery misuse.

These restrictions do not eliminate statutory rights concerning defective, unsafe, incorrect or misdescribed products.

Product-specific hygiene or sealed-goods exclusions will apply only where legally permitted and properly disclosed.

7. COLOUR, SIZE, MATERIAL AND APPEARANCE

We make reasonable efforts to ensure that product photographs, measurements and descriptions accurately represent the products offered.

Minor differences may arise from:

• Lighting conditions.

• Screen calibration.

• Photography.

• Normal manufacturing tolerances.

• Natural variations in handcrafted or individually finished items.

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

However, materially inaccurate dimensions, undisclosed material differences, substantial colour discrepancies or other significant departures from the description may qualify for a remedy.

Customers are encouraged to review product specifications before ordering.

8. ORDER CANCELLATIONS BEFORE DISPATCH

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

We will make reasonable efforts to accommodate cancellation requests before dispatch.

Cancellation may not always be possible once packing, fulfilment or carrier processing has begun.

Where an order is validly cancelled and payment has already been collected, an appropriate refund will be issued.

Where applicable law provides cancellation rights extending beyond dispatch, those rights will be respected.

We may also cancel an order where reasonably necessary because of inventory unavailability, payment failure, suspected fraud, shipping restrictions or legal compliance requirements.

If REYLVA cancels an order before fulfilment, any collected payment will be refunded as required by law.

9. STATUTORY COOLING-OFF AND WITHDRAWAL RIGHTS

Customers in certain jurisdictions may have a legal right to cancel an eligible distance purchase without giving a reason.

For example, where EU consumer withdrawal rules apply, eligible customers generally have 14 days after receiving the goods to notify the seller of withdrawal, subject to applicable exceptions.

Customers wishing to exercise a statutory withdrawal right may email support@reylva.com with their order number and an unambiguous statement that they wish to withdraw from the purchase.

Customers may also use the withdrawal form provided at the end of this Policy.

Where applicable:

• The statutory withdrawal period and any required deadline extensions will be respected.

• Customers will receive the legally required refund, including eligible original delivery charges.

• Return shipping responsibility will be determined by applicable law and information disclosed before purchase.

• Refund timing and any lawful withholding pending receipt of goods or proof of return will follow applicable law.

• Products must be handled only as reasonably necessary to inspect their nature, characteristics and functioning, subject to applicable legal requirements.

Personalized goods and certain other products may be excluded from withdrawal rights where the relevant law permits.

A product is not automatically exempt from withdrawal simply because it is jewellery or an accessory.

Nothing in this section restricts statutory rights concerning defective or non-conforming goods.

10. LOST, MISSING OR UNDELIVERED SHIPMENTS

If a shipment is significantly delayed, missing or not received, customers should contact support@reylva.com.

We may investigate the shipment with the carrier.

Customers may be asked to confirm their address, relevant delivery circumstances and whether an authorized recipient or building reception received the parcel.

Carrier tracking information may be used as evidence.

However, a tracking status marked “delivered” does not automatically establish successful delivery to the correct recipient.

Where REYLVA remains legally responsible for an undelivered shipment, we will provide the remedy required by applicable law, including replacement or refund where appropriate.

Customers will not be required to recover compensation directly from the carrier instead of receiving a remedy legally owed by REYLVA.

11. INCORRECT OR INCOMPLETE SHIPPING ADDRESSES

Customers are responsible for providing accurate and complete delivery information.

If an address error is identified, customers should contact us immediately.

We will attempt to correct the information before dispatch where reasonably possible.

Once a shipment has entered the carrier network, changes may be restricted or unavailable.

Where delivery fails because of an incorrect address provided by the customer, reasonable additional shipping or return costs may apply if legally permitted and appropriately disclosed.

Where an error was caused by REYLVA or its fulfilment partners, we will provide the appropriate remedy without improperly transferring responsibility to the customer.

12. REFUSED DELIVERY AND CUSTOMS CLEARANCE

International shipments may be subject to customs duties, import taxes, brokerage fees and clearance requirements.

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

Customers may need to cooperate with lawful customs-clearance requirements.

If a shipment is refused or cannot be cleared because of circumstances attributable to the customer, the parcel may be returned, delayed, stored or handled under applicable carrier and customs procedures.

Where legally permitted, reasonable and documented non-recoverable costs may be considered in determining any voluntary refund.

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

If delivery was refused because the goods were damaged, incorrect or otherwise non-conforming, the customer's statutory rights will be respected.

13. INTERNATIONAL RETURN PROCEDURE

Customers should contact support@reylva.com before arranging an international return so we can provide appropriate instructions.

Please do not assume that the original dispatch address or the address printed on the shipping label is an authorized return destination.

Where a physical return is required, we will provide the applicable return address and instructions.

For voluntary returns accepted as an exception, customers may be responsible for return shipping where agreed and legally permissible.

For defective, incorrect or non-conforming goods, return costs will be handled according to applicable law and the remedy owed.

Customers should contact support before incurring unusually expensive international return-shipping costs.

Nothing in this procedure restricts a statutory right to return goods or recover legally required costs.

14. REFUND PROCESSING THROUGH RAZORPAY

Payments for REYLVA Global may be processed through Razorpay and the payment methods available at checkout.

Approved refunds will ordinarily be initiated through the original payment transaction and returned to the original payment method, subject to applicable law and payment-provider procedures.

We aim to initiate approved refunds within 5–7 business days after the relevant review or approval, unless a shorter deadline is required by law.

This operational target does not extend any mandatory refund deadline.

Once initiated, the time required for the refund to appear in the customer's account may depend on Razorpay, the payment network, the card issuer, the receiving bank and applicable banking procedures.

Where a payment method is no longer available or a refund cannot be processed through the original transaction, we will work with the payment provider and customer to identify a lawful alternative.

Customers may contact support@reylva.com if a refund has been approved but has not appeared within the communicated timeframe.

15. PAYMENT CURRENCY AND EXCHANGE-RATE DIFFERENCES

REYLVA Global may display product prices in United States Dollars (USD).

The currency actually charged will be the currency disclosed at checkout and reflected in the payment confirmation.

Where a payment involves currency conversion, the customer's bank, card issuer or payment provider may apply exchange rates or international transaction charges.

If a refund is processed, the amount appearing in the customer's local-currency account may differ from the original local-currency debit because of exchange-rate movements or independently imposed financial-institution charges.

REYLVA does not control third-party exchange rates or fees.

However, any refund owed by REYLVA will be calculated and processed in accordance with the transaction terms, applicable law and payment-provider requirements.

Nothing in this section permits REYLVA to withhold amounts that must legally be refunded.

16. REFUND AMOUNTS AND SHIPPING CHARGES

The amount refunded will depend on the reason for cancellation or return and the customer's applicable legal rights.

For defective, incorrect, non-conforming or undelivered products, refunds will include the amounts required by applicable law.

For voluntary returns accepted as an exception, original shipping charges and return costs will be handled according to the terms expressly agreed with the customer and applicable law.

Where a statutory withdrawal right applies, the refund will include any original standard delivery charges that must legally be reimbursed.

Additional costs for an expressly selected premium delivery service may be treated differently where permitted by law.

We will not automatically deduct payment-processing fees, shipping charges or administrative penalties where such deductions would violate applicable law.

17. PARTIAL REFUNDS

Where appropriate and legally permissible, REYLVA may offer a partial refund as an agreed resolution.

Examples may include:

• A minor cosmetic issue.

• A missing non-essential accessory.

• A minor discrepancy that does not substantially affect product use.

A partial refund will be offered transparently and will not be imposed in place of a mandatory statutory remedy.

Any agreed amount will be confirmed with the customer.

18. RETURN INSPECTION AND PRODUCT VERIFICATION

Where a return is authorized, REYLVA may inspect the returned product to assess its condition and verify the reported issue.

The review may include comparison with order details, product specifications and dispatch records.

We may document the condition of returned goods and investigate credible evidence of product substitution, missing components or deliberate misuse.

We may decline a fraudulent or otherwise ineligible voluntary claim where supported by evidence and permitted by law.

The absence of original packaging will not automatically invalidate a statutory claim unless a particular packaging requirement is legally relevant.

19. PAYMENT DISPUTES AND CHARGEBACKS

Customers are encouraged to contact support@reylva.com to resolve order concerns promptly.

However, customers retain their lawful rights to contact their bank, card issuer, payment provider or relevant consumer authority.

Payments processed through Razorpay may be subject to applicable payment-network and banking dispute procedures.

Where a payment dispute arises, REYLVA may provide relevant transaction evidence to Razorpay or the applicable financial institution, including:

• Order confirmation.

• Transaction and authorization details.

• Product descriptions.

• Dispatch and tracking records.

• Carrier delivery evidence.

• Customer communications.

• Refund or replacement records.

• Other relevant evidence lawfully collected.

We may investigate suspected duplicate refunds or intentionally fraudulent claims.

A legitimate complaint or good-faith chargeback will not automatically be treated as fraud.

Nothing in this Policy overrides applicable card-network rules, payment-provider requirements or statutory consumer protections.

20. FRAUDULENT OR ABUSIVE CLAIMS

REYLVA Global may investigate claims where credible evidence suggests intentional deception or misuse.

Examples may include:

• Knowingly false non-delivery allegations.

• Deliberate product substitution.

• Fabricated evidence.

• Attempts to obtain multiple refunds for the same loss.

• Other unlawful refund-related activity.

Where justified and permitted by law, REYLVA may decline fraudulent requests, restrict future transactions or refer suspected unlawful conduct to appropriate authorities.

These measures will not be used to discourage legitimate consumer complaints, statutory claims or good-faith payment disputes.

21. PRODUCT CARE, NORMAL WEAR AND MISUSE

Products should be used and maintained in accordance with their descriptions and any supplied care instructions.

Normal wear and tear, accidental damage after delivery, improper handling, unauthorized modification and misuse are not automatically manufacturing defects.

However, each claim will be assessed on its facts.

This section does not exclude liability for defective goods, inadequate instructions, misleading descriptions or other matters protected by applicable law.

22. INTERNATIONAL CONSUMER PROTECTION

REYLVA Global serves customers in different jurisdictions, and consumer rights may vary.

Applicable laws may provide rights concerning:

• Cancellation or withdrawal.

• Delivery deadlines.

• Defective or unsafe products.

• Incorrect or misdescribed goods.

• Statutory guarantees and warranties.

• Refund deadlines.

• Return-shipping costs.

• Product safety and recalls.

Where mandatory laws provide rights beyond those described in this Policy, those rights will prevail.

This Policy does not create a blanket exemption from consumer protection obligations merely because products are shipped internationally from India.

23. POLICY CHANGES

We may update this Policy to reflect changes in our business operations, payment services, shipping arrangements or applicable law.

Revisions will be published on our website with an updated effective date.

Changes will not retroactively remove contractual or statutory rights that have already accrued.

24. CUSTOMER SUPPORT AND CONTACT INFORMATION

For cancellations, returns, damaged products, incorrect items, delivery disputes, refund enquiries or other order-related concerns, please contact:

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

Please provide your order number and a description of the issue so we can assist you efficiently.