Exchange and Return
Royal Star management is keen to satisfy all its customers by offering returns and exchanges within a specified period of time from the date of receiving the shipment.
The following terms and conditions apply:
1- The customer can request a return or exchange via WhatsApp 0554513333
2- You must send the shipment (via any carrier such as Zajil or similar) to our warehouse to sort and verify it (Recipient number: 0557166645 Royal Star City / Riyadh - Al Kharj Road Industrial City)
3- Our customer service department will contact you after the products arrive at our warehouse to confirm the return or exchange process.
4- In the event of a return without manufacturing defects, the value of the returned products will be refunded, minus the value of the cash on delivery fees, within 15 working days of the product arriving at our warehouse, provided that the product is in its original condition and completely unused.
5- In the event of a return without manufacturing defects, shipping and cash on delivery fees are non-refundable in the event of an exchange or return of the product. In the event of a purchase with a (free shipping) offer, the free shipping value (30 riyals) will be deducted from the total return value.
6- In the event of an exchange or return without manufacturing defects, shipping fees will be borne by the buyer upon return and sent to us at his expense.
7- The return of goods within the offer period shall be at the same value recorded on the invoice.
8- For more inquiries, please WhatsApp the number
0554513333
First, in case of any manufacturing defect or damage to the product:
If the customer purchases the product from the Royal Star online store:
Royal Star customers have the right to exchange or return a product that contains a manufacturing defect or damage, provided that the product is packaged and in its original condition, with the purchase invoice, within 3 days from the date the customer receives the product. The customer also has the right to choose one of the following options after Royal Star receives the product and ensures that it meets the conditions:
•Refund of the product value via bank transfer. This procedure takes 7-14 working days.
•Replace the damaged product with any new product of the same value within 24 hours.
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•The customer does not bear any shipping fees if the reason for replacement or return is damage or a manufacturing defect.
•The customer must choose another product within 24 hours from the date Royal Star receives the damaged product.
Second, if you wish to replace or return the product without any manufacturing defect:
If the customer purchases the product from the Royal Star online store:
Royal Star customers have the right to exchange or return the product provided that the product is packaged, in its original condition, and unused, with the purchase invoice, within 7 days from the date of receiving the product. In this case, the customer bears the shipping costs to the Royal Star warehouse in Riyadh. The customer also has the right to choose one of the following options after Royal Star receives the product and ensures that it meets the conditions:
•Refund of the product value via bank transfer. This procedure takes 7-14 working days.
•Replace the product with another product of the same value within 24 hours.
Third, in case of maintenance request during the warranty period:
- If the customer requests a maintenance service that requires shipping to the maintenance facility, the customer is responsible for sending the product back and forth.
- In case of violation of usage recommendations, the warranty will be voided, such as (not rotating the mattress - washing with non-recommended powders - traces of liquids on the wood). We are keen to answer all your inquiries and methods of preserving the products for the longest possible period.
The following items are excluded from the exchange/return policy (non-returnable):
• Bedroom furniture, tables, sofas, beds and curtains (custom made).
•Towels and bathrobes for hygiene reasons.
•Sleeping pillows if removed from their plastic compression bag.
• Products that are used and/or not in their original condition as they were purchased.
•Final clearance items.
•Custom items.