Last Updated: July 2026

At Rooyal, customer satisfaction is important to us. We strive to ensure every order meets our quality standards. If you are not completely satisfied with your purchase, this Return & Refund Policy explains the conditions under which returns, exchanges and refunds may be accepted.

1. Return Eligibility

You may request a return if:

• You received the wrong item.
• Your item arrived damaged or defective.
• The item delivered does not match your order.
• The product has a manufacturing defect.

To be eligible for a return, the item must:

• Be returned within 7 days of delivery.
• Be unused and unworn.
• Be in its original condition.
• Include all original packaging, tags and accessories.
• Be accompanied by proof of purchase or order confirmation.

Rooyal reserves the right to inspect returned items before approving a refund or exchange.

2. Non-Returnable Items

For hygiene and quality assurance reasons, we cannot accept returns for:

• Items that have been worn or used.
• Products without their original tags or packaging.
• Items damaged due to misuse or improper care.
• Products returned after the eligible return period.
• Clearance, final sale or specially discounted items unless they are defective.

3. Exchanges

If your item qualifies, we will gladly exchange it for:

• The correct product.
• A different size (where applicable).
• Another available colour (subject to stock availability).
• An alternative product of equal value.

If the requested replacement is unavailable, you may choose another eligible product or receive a refund where applicable.

4. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using the original payment method where possible.

Refund processing times may vary depending on your payment provider or financial institution.

Shipping fees are generally non-refundable unless the return is due to:

• An incorrect item supplied by Rooyal.
• A defective product.
• An error made during order fulfilment.

5. Pay on Delivery Orders

For orders placed using Pay on Delivery, refunds (where approved) will be processed via bank transfer to a Nigerian bank account provided by the customer.

Verification may be required before processing the refund.

6. Damaged or Incorrect Orders

If your order arrives damaged, defective or incorrect, please contact us within 48 hours of receiving your package.

To help us resolve the issue quickly, please include:

• Your order number.
• Clear photographs of the product.
• Images of the packaging (if applicable).
• A brief description of the issue.

7. Return Shipping

If the return is due to:

• A defective product.
• An incorrect item sent by Rooyal.
• A fulfilment error on our part.

Rooyal will cover the reasonable cost of return shipping.

If the return is requested for any other eligible reason, the customer may be responsible for return shipping costs unless otherwise agreed.

8. Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it can no longer be cancelled and will instead be subject to this Return & Refund Policy.

9. Refused Deliveries

If a customer refuses delivery without a valid reason or repeatedly places orders without accepting delivery, Rooyal reserves the right to:

• Restrict access to Pay on Delivery.
• Decline future orders.
• Require prepaid payment for future purchases.

10. Items Not Eligible for Refund

Refunds will not be issued where:

• The item shows signs of wear or use.
• The product has been intentionally damaged.
• The item is returned without original packaging or tags.
• The return request falls outside the stated return period.
• The issue results from incorrect use or handling after delivery.

11. Processing Time

Once your return has been approved:

• Exchanges are typically processed within 2–5 business days, subject to stock availability.
• Approved refunds are typically processed within 5–10 business days, depending on your payment method or bank.

12. Contact Us

If you have any questions regarding returns, exchanges or refunds, please contact our customer support team:

Rooyal

Email: support@rooyal.com.ng

Our team is committed to resolving eligible return and refund requests promptly and fairly.