Return & Refund Policy

This Return & Refund Policy applies to purchases made on the official REAZ website.
REAZ bags are made after order confirmation. Each order moves through material allocation, production, finishing, quality review, and dispatch.

1. Order Timeline
Estimated delivery timelines are:
India: 8 weeks from order confirmation
International: 10 weeks from order confirmation
These timelines are estimates and may vary due to production, quality review, courier delays, customs clearance, public holidays, force majeure events, or circumstances outside REAZ’s control.

2. Cancellation Policy
Cancellation requests must be sent to [insert email address] within 48 hours of order confirmation.
After 48 hours, or once material allocation, production, embroidery, finishing, or dispatch preparation has begun, the order may not be eligible for cancellation.
If a cancellation is approved, the refund will be processed to the original payment method, subject to payment gateway and bank processing timelines.

3. Return Eligibility
Returns are accepted only in the following cases:
Wrong product delivered
Product received with verified manufacturing defect
Product damaged in transit, subject to proof and inspection
Returns are not accepted for:
Change of mind
Preference change after delivery
Slight colour variation due to screen display differences
Natural variation in material texture or finish
Minor craft-related or production variation
Damage caused by use, storage, mishandling, moisture, perfume, oil, cleaning products, friction, scratches, or wear and tear
Products returned without original packaging, dust bag, tags, invoice, or accessories
Products reported after the return inspection window

4. Reporting a Defect, Damage, or Wrong Product
If you receive a wrong product, transit-damaged product, or product with a suspected manufacturing defect, please email [insert email address] within 48 hours of delivery with:
Order number
Full name
Phone number
Clear photos of the product
Clear photos of the outer packaging
Unboxing video, where available
Description of the issue
REAZ may request additional images, videos, or return of the product for inspection.

5. Inspection and Approval
All return requests are subject to inspection and approval by REAZ.
A return request will not be considered approved until REAZ confirms eligibility by email.
If the product is found to be used, altered, damaged after delivery, missing packaging, missing accessories, or not eligible under this policy, REAZ may reject the return request and send the product back to the customer.

6. Refunds
Approved refunds will be processed to the original payment method used at checkout.
Refund timelines may vary depending on the payment gateway, bank, card issuer, UPI provider, or wallet provider.
Once REAZ initiates the refund, any further delay by the payment provider or bank will be outside REAZ’s control.

7. Replacement or Repair
Where possible, REAZ may offer repair or replacement instead of refund for approved defect cases. The final remedy will depend on the nature of the issue, product availability, and feasibility of repair or replacement.

8. India Returns
For eligible returns within India, REAZ may arrange reverse pickup through its courier partner where serviceable.
If reverse pickup is not available for the customer’s location, the customer may be required to ship the product back using a reliable courier service after receiving written instructions from REAZ.

9. International Returns
For eligible international returns, customers must contact REAZ before sending the product back.
International return shipping, customs duties, taxes, brokerage, or clearance charges may apply. Unless the return is due to a verified manufacturing defect, wrong product delivery, or confirmed transit damage attributable to REAZ or its courier process, these charges may be the customer’s responsibility.
REAZ is not responsible for delays or additional charges caused by customs authorities, destination-country rules, or incorrect documentation provided by the customer.

10. Non-Refundable Charges
The following may be non-refundable unless required by applicable law or approved by REAZ:
Shipping charges
International shipping charges
Customs duties
Import taxes
Payment gateway charges where applicable
Return shipping charges
Gift packaging or special packaging charges

11. Contact
For returns and refunds, contact:
REAZ Client Services
Email: [insert email address]
Phone: [insert phone number]
Address: [insert registered office address]

12. Legal Review Note
This policy should be reviewed by an Indian lawyer before publication, especially once REAZ’s final address, GST details, support email, grievance contact, and checkout flow are confirmed.