MW Royal wants customers to have a fair and clear process for returns, refunds, and exchanges. This Refund & Return Policy explains the general conditions that apply to products purchased from our ecommerce store.
This page is general business policy content and may be updated from time to time. If you need case-specific help with an order, return request, damaged item, or refund status, please contact [email protected].
To be eligible for a return, the item should generally be unused, in the same condition in which it was received, and returned with original packaging, tags, accessories, and proof of purchase where available.
We may decline a return if the product shows signs of use, damage caused after delivery, missing parts, altered packaging, or any condition that makes the item unsuitable for resale, unless the return is due to our error or a verified defect.
Customers should contact us as soon as possible after receiving the order if they wish to request a return, report a damaged item, or notify us of a wrong product. Prompt reporting helps us review the issue and offer an appropriate resolution.
If there is a product issue, customers should keep the item, packaging, and any relevant evidence until the case is reviewed.
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us promptly at [email protected]. We may ask for order details, photos, videos, packaging information, or other reasonable evidence so that we can investigate the issue.
After review, we may offer a replacement, exchange, store credit, partial refund, or full refund depending on the nature of the issue and item availability.
Some items may not be eligible for return due to hygiene, safety, customization, clearance, or product-specific reasons. Examples may include:
If you are unsure whether your item is returnable, please contact support before sending it back.
To start a return or refund request, contact [email protected] with your order number, the item details, and the reason for the request. If the issue involves damage, defect, or incorrect delivery, please include clear photos or videos where possible.
Please do not return items without first contacting us for instructions. Unauthorized returns may be delayed, refused, or processed differently if they cannot be matched to an order or approved request.
Once a returned item is received, we may inspect it to confirm its condition and determine whether it meets the requirements for return, refund, or exchange. Approval depends on the item condition, the reason for return, and compliance with this policy.
If additional information is needed, we may contact you before a final decision is made.
If a refund is approved, it will generally be issued using the original payment method where practical, or by another suitable method based on the payment type and the nature of the transaction. Refund processing time can vary depending on banks, payment providers, and internal review timelines.
Original shipping charges may be non-refundable unless the return is due to an item defect, shipping damage, or our error. Any deductions, if applicable, will be explained during the review process.
If you would prefer an exchange, please mention this when contacting us. Exchanges may be offered for eligible items based on stock availability and product condition. If the requested replacement is unavailable, we may discuss other options such as a refund, alternative product, or store credit where appropriate.
Return shipping responsibility may depend on the reason for the return. If the return is due to our mistake, a verified defect, or a wrong item sent by us, we may arrange or cover reasonable return shipping. If the return is for customer preference, size choice, or other non-defective reasons, return shipping may be the customer’s responsibility.
We recommend using a trackable shipping method when returning approved items, especially for higher-value products.
If you need to cancel an order, please contact us as soon as possible. We may be able to cancel the order only if it has not already been processed, packed, or dispatched. Once an order has been shipped, cancellation may no longer be possible and the return process may apply instead.
Review and processing times may vary depending on the type of request, the information provided, courier delivery of returned goods, inspection outcome, and payment method. We aim to handle genuine requests within a reasonable time and keep customers informed where practical.
For any question about returns, exchanges, refund status, damaged items, wrong deliveries, or case-specific support, please contact [email protected].
