Refund policy

Here is a professional, customer-friendly Return and Refund Policy template tailored for Royal Essence, structured specifically for the Pakistani e-commerce market (accounting for local logistics and standard bank transfer timelines).

You can copy and paste this directly into your store's policy editor.

Return and Refund Policy - Royal Essence

Thank you for shopping at Royal Essence. We value your trust and strive to provide you with the highest quality products and an exceptional shopping experience.

If you are not entirely satisfied with your purchase, we are here to help. Please review our return and refund policy below:

1. Returns & Exchanges

  • Eligibility Window: You have 7 days from the date of delivery to request a return or exchange.

  • Product Condition: To be eligible for a return, your item must be unused, unaltered, and in the same condition that you received it. It must also be in its original packaging with all tags attached.

  • Non-Returnable Items: For hygiene and safety reasons, certain items such as opened cosmetics, skincare, personal care products, or sale/clearance items cannot be returned unless they arrived damaged.

2. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged during transit, defective, or incorrect:

  1. Please contact our customer support team within 24 to 48 hours of delivery.

  2. Provide your Order ID along with clear photos or a short video of the damaged/incorrect item.

  3. We will arrange a replacement or full refund at no extra cost to you.

3. How to Initiate a Return

To start a return or exchange, please follow these steps:

  • Step 1: Contact our Customer Care team via WhatsApp at [Insert WhatsApp Support Number] or email us at [Insert Support Email Address].

  • Step 2: Provide your Order Number and the reason for the return.

  • Step 3: Once approved, our team will guide you on whether a rider will pick up the package or if you need to dispatch it back to our warehouse via a local courier (e.g., Leopard, TCS, M&P). Note: Return shipping fees may apply depending on the reason for return.

4. Refunds & Processing Time

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed via your preferred method within 5 to 7 working days:

  • Cash on Delivery (COD) Orders: Refunded via Bank Transfer or EasyPaisa / JazzCash. (You will need to provide your account details securely to our official support channel).

  • Prepaid Orders (Credit/Debit Card): Refunded back to the original card used during purchase. Please note that your bank may take additional days to reflect the amount in your account.

Contact Us

If you have any questions regarding our Return and Refund Policy, please reach out to us:

  • Email: [Insert Support Email Address]

  • WhatsApp / Phone: [Insert WhatsApp Support Number]

  • Operating Hours: Monday – Saturday (10:00 AM – 6:00 PM)