Cancelling Orders

Orders can be cancelled up to 12 hours from time of purchase. Money will be refunded to the buyer via initial payment method on the order. Please note we cannot cancel orders after this 12-hour window. 

How long do I have to return an order?

You have 10 days from the date of delivery to request a refund.

How do I return?

  • Visit our contact us page at royalprolex.com
  • Follow the instructions and specify your order tracking details
  • Once your request is approved, you will get a confirmation email with shipping guidelines

What items are returnable? 

  • Items that have been delivered within the last 10 days.
  • In unused and re-sellable condition
  • In the original packaging with all the tags intact

What items are non-refundable? 

 The following items cannot be returned:

  • Gift cards
  • Discounted items (if applicable)

The item I received is damaged!

If the purchased product is faulty, reach out to us within 10 days of the delivered date.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

What are the refund options?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

Do you offer free returns?

We do not. We absorb the cost of shipping to provide our customers the ease and satisfaction of free shipping with no minimum spend. Any returns will need to be shipped back at buyers expense.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 – 7 working days after approval.

Missing/Order never arrived

If, for whatever reason your item does not arrive we will happily issue a refund and open an internal investigation on our logistics supplier. items must be outstanding for 45 days before a refund request can be issued & tracking must not show the item as delivered.

Order tracking saying “delivered” but not received

Due to the nature of fraudulent claims, we will be unable to refund an order with a confirmed “delivered” status in tracking unless you are the victim of parcel theft. In cases such as this we strongly recommend filing a police report for the stolen parcel. with your local law enforcement entity. Once completed, contact our customer service team with a copy of the report (personal details can be blacked out) and we will issue a full refund or replacement.

My question is not addressed…

If you have any queries regarding return or refund, reach out to us at [email protected].