30 Days Exchange Policy
Rio offers a 7-days exchange if for any reason you are unsatisfied with your item.
- To qualify for a refund or exchange, the returned items must be undamaged, new and unused. If the item shows signs of wear or alteration by another jeweller besides RIO, it will not be accepted.
- Loose diamond must come with the original diamond grading report, else a fee may be charged to replace the certificate.
- We do not accept returns for special orders. Engagement rings sold without a centre diamond may incur a 20% restocking fee.
- We do not resize eternity bands or tension rings as they need to be completely remanufactured. It is hence strongly recommended that you ensure the ring size is correct when ordering.
- We do not accept returns for items which show signs of wear, or alterations or resizing which has been done by a jeweller other than RIO.
- If your item has a diamond certificate, the certificate must be returned along with the item. Diamond product returns without their certificate will not be accepted.
- We recommend that you have your jewellery packaged securely and fully insured as we are not responsible for lost or stolen mail. Customers may reuse the item’s original shipping box.
Our Return Process:
- To do a return, contact our Customer Service at +65 97324891. You will be given a Return Authorization Code. Note this down on the return sticker on your original invoice and place the sticker on the item’s box for returning.
- Your return will be processed during weekdays once it has arrived at our Fulfilment Centre. Our staff will send you a confirmation email upon receipt of your item. Kindly allow our team one working day to receive the product into our system upon its arrival at our facility.
- Please note that returns can be delayed if you have not provided us with a Return Authorisation code, or included any relevant Diamond Grading Report(s).
- Your return will be inspected by our Quality Assurance team once it has been entered into our system. Kindly allow 2-4 working days for this process. We will contact you if we have questions regarding your return.
- Your return will be fully processed after we have completed our inspection. The entire processing time generally will take 1-2 weeks.
- Kindly allow another 2-4 working days for refund processing and an additional 7-10 working days for your bank to credit the refund into your account.
- For exchanges, we will send you a shipping confirmation the day of the outbound shipment.
- For orders which are shipped to China, the 30 days exchange period starts from the date the customer has received the order.