Refund and Returns Policy

Last updated: April 2026

1. Change of Mind / Wrong Scent Choice

Perfumes are hygiene products and are classified as non‑returnable once the seal is broken or the bottle has been used/sprayed. We do not accept returns or exchanges simply because you didn’t like the scent. We strongly recommend:

• Reading the fragrance notes and reviews on each product page.
• Ordering a smaller size (where available) if you are unsure.
• Contacting us on WhatsApp for personalised recommendations before buying.

However, if you receive an unopened, factory‑sealed perfume and you change your mind within 3 days of delivery, you may return it for a store credit (not cash refund) – you will be responsible for the return shipping cost.

2. Defective, Damaged or Wrong Product

If you receive a perfume that is:

• Damaged during shipping (leaking, broken bottle)
• Defective (faulty sprayer, bad seal, obviously degraded scent)
• Not what you ordered (wrong name or concentration)

We will replace it with the correct product or issue a full refund (including delivery costs). You must notify us within 48 hours of delivery. Please send clear photos or a short video showing the issue via WhatsApp.

Refund method: For pay‑on‑delivery orders, we will reverse the payment via M‑Pesa or cash on return pickup. For prepaid orders, we will send M‑Pesa refund within 24 hours.

3. Pay‑on‑Delivery – Your Right to Reject

With Kings Royal Collection’s pay‑on‑delivery service, you pay only after inspecting the package. When the rider arrives:

• Open the package in front of the rider.
• If the product is damaged, wrong, or you simply don’t want it (for any reason) – you can reject it on the spot. You pay nothing, and the rider takes it back at no cost to you.
• This is your easiest, risk‑free return option.

Once you accept and pay, the standard returns policy above applies.

4. Return Process

1. Contact us on WhatsApp 0729 312739 or email info@kingsroyal.co.ke with your order number and reason for return.
2. We will respond within 6 hours (during business days) with return instructions.
3. For defective/wrong items: we will arrange a pickup at no cost to you (Nairobi, Mombasa, and major towns). For other areas, we will guide you on the most affordable return courier and reimburse the cost.
4. Once we receive and inspect the returned product, we process your refund or exchange within 48 hours.

5. Non‑Returnable Items

The following cannot be returned for hygiene or safety reasons:

• Any perfume with the seal broken or that has been sprayed/used (except if defective).
• Perfume oils (attars) where the cap has been opened.
• Clearance or final sale items – marked as “non‑returnable” on product page.
• Gift cards.

6. Refund Timeline

• M‑Pesa refund: Within 24 hours after return is confirmed.
• Cash refund (for pay‑on‑delivery returns): On the spot if the rider picks up a damaged/wrong item; otherwise within 48 hours via M‑Pesa.
• Store credit: Issued immediately after we receive the returned unopened product.

7. Consumer Rights – Kenya

This policy does not affect your statutory rights under the Kenyan Consumer Protection Act, 2012. You are entitled to a refund or replacement for goods that are not of satisfactory quality, not fit for purpose, or do not match the description. If you believe a product fails any of these criteria, contact us immediately.