At Royal King Jewellers, every product is carefully inspected and packaged before dispatch. We strive to ensure that your order reaches you in excellent condition.
Please read our Return & Replacement Policy carefully before placing an order.
1. Eligibility for Replacement
We accept replacement requests only for products that arrive damaged.
Returns or replacements are not accepted for reasons such as a change of mind, incorrect product selection by the customer, personal preference, or dissatisfaction unrelated to damage during delivery, except where otherwise required by applicable law.
2. Mandatory Unboxing Video
To be eligible for a damaged-product replacement, customers must provide a clear, continuous, and unedited unboxing video. The video must:
- Begin before the parcel is opened.
- Clearly show the original shipping packaging and any visible damage.
- Show the opening of the parcel and the product inside.
- Clearly demonstrate the damage being reported.
- Include the product and packaging sufficiently to help verify the claim.
The unboxing video should be recorded at the time the parcel is opened. Requests without the required video may not qualify for replacement, except where otherwise required by applicable law.
3. Reporting a Damaged Product
Customers should contact Royal King Jewellers within 48 hours of delivery to report a damaged product.
Customers should provide:
- Their order number.
- Clear photographs of the damaged product and packaging.
- The complete, unedited unboxing video.
Our team will review the information and assess whether the product qualifies for replacement.
4. Replacement Only — No Refunds
For approved damaged-product claims, Royal King Jewellers offers a replacement rather than a refund, except where a refund or another remedy is required by applicable law.
Replacement requests are subject to verification and product availability.
If the same product is unavailable, our customer support team will contact the customer to discuss an appropriate resolution in accordance with applicable law.
5. Conditions for Replacement
A replacement will be considered after our team has reviewed the submitted evidence and approved the claim.
Customers should retain the original product, packaging, labels, and accessories until the claim has been resolved.
Please do not return any product before receiving instructions from our customer support team.
6. Products Not Eligible for Replacement
Except where required by applicable law, replacement requests may be declined for:
- Products damaged after delivery due to mishandling, misuse, or improper storage.
- Claims submitted without the requested unboxing video.
- Claims submitted outside the stated reporting period.
- Products returned without prior instructions from our customer support team.
- Claims that cannot be reasonably verified using the information provided.
7. Replacement Shipping
Once a damage claim is approved, our customer support team will communicate the replacement process and applicable shipping arrangements.
8. Contact Us
For damaged-product claims or questions regarding this policy, please contact Royal King Jewellers using the contact details listed on our website.
Nothing in this policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded under applicable law.