Return & Exchanges Policy

Return & Exchanges Policy

At Royal Martz, customer satisfaction is our top priority. We ensure the quality of every product before shipping, but if you are not fully satisfied with your purchase, you can take advantage of our simple Return & Exchange Policy.

1. Eligibility for Return & Exchange

You may request a return or exchange if:

  • You received a damaged, defective, or incorrect product.

  • The product is unused, unworn, and in its original packaging.

  • The request is made within 7 days of delivery.

2. Items Not Eligible for Return/Exchange

For hygiene and safety reasons, the following items are not returnable unless defective:

  • Innerwear & lingerie

  • Cosmetics, skincare & personal care items

  • Customized or made-to-order products

  • Clearance or final sale items

3. How to Request a Return/Exchange

  1. Contact us via Email/WhatsApp within 7 days of receiving your order.

  2. Share your Order Number, Product Details, and Reason for Return.

  3. Provide clear photos/videos of the product showing the issue.

  4. Our support team will verify and guide you with the next steps.

4. Return & Exchange Process

  • Once approved, you will be asked to send the product back using a reliable courier service.

  • For approved exchanges, we will ship your replacement product once the original item is received.

  • For refunds, the amount will be credited to your original payment method or as store credit (depending on your preference).

5. Shipping Costs for Returns

  • Defective/Wrong Item: We will bear the shipping charges.

  • Customer Change of Mind: The customer is responsible for return shipping costs.

6. Refund Timeline

  • Refunds are processed within 5–10 business days after we receive the returned item.

  • Store credit (if selected) will be issued instantly after approval.

7. Important Notes

  • Always keep proof of shipment when sending items back.

  • If a replacement item is out of stock, you may opt for store credit or a refund.

  • Returns without prior approval will not be accepted.

8. Contact Us

For all return and exchange inquiries, please contact us:

📧 Email: support@royalmartz.com