Refund and Returns Policy

Return and Refund Policy

At Royalty Egis, your satisfaction is our priority. If you’re not entirely happy with your purchase, we’re here to help. Please review our return and refund policy below:

1. Returns Eligibility

  • You may return an item within 7 days of receiving it.
  • The product must be unused, in its original condition, and in the original packaging.
  • Items not eligible for return include:
    • Perishable goods (e.g., food, flowers).
    • Personal care items (e.g., cosmetics, hygiene products).
    • Custom-made or personalized products.
    • Items marked as “Final Sale” or “Non-Returnable.”

2. Initiating a Return

To initiate a return:

  • Contact our customer service team at [info@royaltyegis.co.ke] or (+254) 704 730 509Âwithin 7 days of delivery.
  • Provide the following details:
    • Order number.
    • Product name.
    • Reason for return.
    • Proof of purchase (e.g., receipt or order confirmation).
    • Photos if the product is defective or damaged.

3. Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item, defective product).
  • We recommend using a trackable shipping method to ensure the safe return of your item.

4. Refund Policy

  • Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 7 business days through your original payment method or store credit.
  • Shipping fees are non-refundable unless the return is due to our error.

5. Exchanges

  • Exchanges are possible if the item is in stock.
  • If the desired item is unavailable, you can choose a refund or store credit.

6. Damaged or Defective Products

  • If your product arrives damaged or defective, please notify us immediately (within 48 hours of delivery) with photos as evidence.
  • We will arrange for a replacement or full refund, including shipping costs.

7. Exceptions

  • Sale items and gift cards are non-returnable and non-refundable.

Contact Us

If you have any questions about our return and refund policy, feel free to reach out:

  • Email: info@royaltyegis.co.ke
  • Phone: (+254) 704 730 509
  • Office Hours: Monday–Friday, 9:00 AM–5:00 PM