• You can return products only if they have manufacturing defects (e.g., faulty craftsmanship, incorrect gold purity) or were damaged during transit (e.g., broken components, dents).
• The product must be unworn, in its original condition, and include all original packaging, tags, and certificates (e.g., BIS Hallmark, diamond certifications).
• Damages due to neglect, improper usage, or exposure to external factors like chemicals, perfumes, or mercury are not covered.

• Contact our customer service team within 24 hours of delivery at susibyreka@gmail.com or call [Office Number], providing your order number and details of the defect.
• You must submit an unboxing video showing the defect to verify the product’s condition upon delivery.

• After submitting the unboxing video and defect details, our team will verify the claim within 2-3 business days.
• If approved, we will arrange free reverse pickup from your address using trusted courier partners.
• Once the product is received and inspected at our Namakkal/Chennai warehouse, we will offer a refund or replacement based on mutual agreement.

You must report any defects within 24 hours of receiving your order to be eligible for a return.

• Yes, an unboxing video is mandatory to confirm the defect or transit damage.
• The video must be continuous, without edits, and show the entire package opening process, including the mailing envelope and the defect.

• Our quality check team reviews your claim and unboxing video within 2-3 business days.
• If the return is approved, we arrange free reverse pickup.
• After inspection at our warehouse, we process a refund or provide a replacement as agreed.

• Refunds are processed within 10 business days of receiving and verifying the returned product.
• The refund is issued to the original payment method used for the purchase.
• You will receive an email confirmation once the refund is processed.

No, the original shipping charges (Rs.1500–Rs.3500, depending on the region) are not refundable, as outlined in our shipping policy.

• If you prefer a replacement, we will craft a new item matching the original specifications, subject to availability.
• Replacement items are shipped within 2-3 weeks for custom products or 4-5 business days for in-stock items, consistent with our shipping policy.

• Manufacturing defects include issues like faulty craftsmanship, incorrect gold purity, or gemstone quality not matching the certification.
• Transit damage refers to physical damage during shipping, such as broken components or dents.

• No, returns are only accepted for manufacturing defects or transit damage.
• If you change your mind, you may consider our Exchange/BuyBack policy, which provides credit based on the current market value, not a full refund.

• Returns may not be accepted without the original packaging, tags, and certificates.
• Contact our customer service team at susibyreka@gmail.com to discuss possible alternatives, but these items are typically required for eligibility.

• We offer a lifetime exchange/buyback policy, allowing you to return your jewellery for credit.
• Gold is valued at 97% of the current market value, based on prevailing rates at the time of buyback.
• Diamonds and gemstones are evaluated case-by-case, considering quality, carat weight, and market conditions.
• The credit is stored in your SUSI Wallet for future purchases within 12 months.

• Gold is valued at 97% of the current market value, reflecting prevailing gold rates at the time of buyback.
• Diamonds and gemstones are assessed individually based on their quality, carat weight, and market conditions by our quality check team.

• The SUSI Wallet is a digital store credit system where the value from your buyback is credited.
• You can use this credit to make any purchase from Susi By Reka within 12 months of the credit date.

The SUSI Wallet credit must be used within 12 months from the date it is credited to your account.

There are no restrictions; the SUSI Wallet credit can be used for any purchase from Susi By Reka, including all jewellery types.

• No, the buyback value is credited to your SUSI Wallet and cannot be converted to cash.
• It is exclusively for use on future purchases from Susi By Reka.

Yes, the lifetime exchange/buyback policy applies to all products purchased from Susi By Reka, provided you have the original purchase invoice.

• Contact us at susibyreka@gmail.com or WhatsApp [Office Number] with product details and a copy of the original purchase invoice.
• Ship the product to our Namakkal/Chennai warehouse; customers are responsible for shipping costs unless otherwise agreed.

Customers are responsible for shipping costs when sending products to our warehouse for buyback, unless otherwise agreed with our customer service team.

• Jewellery should be in good condition, without significant wear or damage that affects its value.
• Our team will evaluate the condition during the buyback process, typically within 4-7 business days.

• No, there are no additional fees deducted.
• Gold is valued at 97% of the current market value, and diamonds and gemstones are evaluated based on their quality and market conditions.

• The use of SUSI Wallet credit with other discounts or offers is subject to the terms and conditions at the time of purchase.
• Contact our customer service team for specific details.

Yes, you must provide a copy of the original purchase invoice to avail of the buyback policy.