Return & Refund Policy

Policy at a Glance

Return Window	15 days from date of delivery
Refund Method	Original payment method or store credit
Exchanges	Available for eligible items within 15 days
Non-Returnable Items	All items are currently returnable
Processing Time	5–10 business days after receipt

1. Overview

At Koyal, we want you to be completely satisfied with your purchase. If you are not fully happy with your order, we are here to help. Please read this Return & Refund Policy carefully to understand your options and eligibility requirements.

This policy applies to all purchases made through Koyal. By completing a purchase, you agree to the terms outlined below.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

The item must be returned within 15 days of the delivery date.
The item must be unused, unwashed, and in its original condition.
The item must be in its original packaging with all tags, labels, and accessories included.
Proof of purchase (order confirmation or receipt) must be provided.

3. Non-Returnable Items

At this time, all Koyal items are eligible for return as long as the conditions in Section 2 are met. We will update this section if any exceptions apply in the future.

4. How to Initiate a Return

To start a return, please follow these steps:

Step 1: Contact our support team at info@koyal.co or via WhatsApp at +1 647-673-8262 within the return window.
Step 2: Provide your order number, item(s) to be returned, and the reason for the return.
Step 3: Our team will review your request and send a Return Merchandise Authorization (RMA) number and shipping instructions within 2–3 business days.
Step 4: Securely pack the item(s) and include the RMA number on the outside of the package.
Step 5: Ship the return to the address provided. We recommend using a trackable shipping method.

Note: Returns sent without an RMA number may be rejected or delayed.

5. Return Shipping Costs

Koyal offers free returns on all orders. We will provide a prepaid return shipping label once your return request is approved. You will not be charged any shipping fees for returns.

6. Refunds

6.1 Processing

Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund within 3–5 business days.

6.2 Approved Refunds

If approved, the refund will be processed to your original payment method within 5–10 business days. Please note:

Credit/debit card refunds may take an additional 3–5 business days to appear on your statement, depending on your bank.
Store credit refunds are processed immediately upon approval.

7. Exchanges

We offer exchanges for eligible items within 15 days of delivery. To request an exchange:

Contact us at info@koyal.co with your order number and the item you wish to exchange.
Exchanges are subject to product availability.
If the desired item is unavailable, a refund or store credit will be offered instead.
Exchanges for a higher-priced item require payment of the difference.

8. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at info@koyal.co with:

Your order number
A description of the issue
Photos or videos clearly showing the damage or defect

We will arrange a replacement, exchange, or full refund at no cost to you. Koyal reserves the right to request the return of the defective item before issuing a replacement.

9. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

First, check your bank account or payment method again.
Contact your credit card company or bank — processing times can vary.
If you have done all of the above and still have not received your refund, please contact us at info@koyal.co.

10. Order Cancellations

Orders may be cancelled before they are shipped. To cancel an order:

Contact us immediately at info@koyal.co or via WhatsApp at +1 647-673-8262.
If the order has already been shipped, it cannot be cancelled. You may initiate a return once the item is received.

Koyal reserves the right to cancel orders at any time due to stock unavailability, pricing errors, or suspected fraudulent activity, with a full refund issued.

11. Sale & Promotional Items

Items purchased during a sale or with a promotional discount are eligible for return under the same conditions as regular-priced items. Refunds will be issued for the amount actually paid.

12. Contact Us

If you have any questions about this policy or need assistance with a return or refund, please reach out to us:

Email	info@koyal.co
WhatsApp	+1 647-673-8262
Business Hours	Monday – Sunday, 9:00 AM – 9:00 PM EST

Thank you for shopping with Koyal. We appreciate your trust and are committed to making every experience a great one.