At Royal Horse, we prioritize your trust. Since we operate exclusively on a Cash on Delivery (COD) basis, you have the right to check the package at the time of delivery. Below is our policy for refunds and returns after the delivery has been completed.
1. Eligibility for Refund or Exchange
We accept refund or replacement requests if:
- The product was found damaged after opening the package.
- The product received does not match what you ordered.
- There is a clear quality issue with the product.
2. How to Initiate a Request
Because we do not take online payments, all refunds are processed manually. Please contact us within 7 days of delivery:
- Phone & WhatsApp: +880 1819-330138
3. Refund Method (Mobile Banking)
Since you paid at the time of delivery (COD), we cannot “reverse” a credit card transaction. Instead:
- Approved Refunds: Once we verify the issue via WhatsApp/Phone, we will send the refund amount directly to your bKash or Nagad account.
- Processing Time: Refunds are typically sent within 3-5 working days after approval.
- Exchanges: We can also send a replacement product via a new delivery. If the error was ours, you will not have to pay the delivery charge again.
4. Important Note on Delivery
We encourage all customers to inspect the outer packaging before paying the delivery agent. If the package is clearly leaking or destroyed, you may refuse the delivery and contact us at +880 1819-330138 for a fresh shipment.
5. Non-Refundable Items
For safety and hygiene, we cannot accept returns for products that have been used or where the inner safety seal has been tampered with, unless there is a confirmed defect.