Fulfilment · Last updated 3 August 2026
Returns, Refunds & Cancellations
This policy explains eligibility, deadlines, costs and the exact process for cancelling an order, returning goods or requesting a refund.
Cancel before dispatch · Request an eligible return within 7 days of delivery · Approved refunds are issued within 2–5 business days after inspection.
1. Cancelling an order
Contact support@my-royal.com as soon as possible with the order number. We can cancel and refund an order that has not been dispatched. Once dispatch has occurred, cancellation is no longer possible; the return terms below apply. If we cannot fulfil an order, we will cancel the affected item or order and refund the amount collected.
2. Return eligibility
You must contact us within seven calendar days after recorded delivery. An eligible item must be unused, unopened, untampered with, in its original sealed packaging and in resalable condition, with proof of purchase. Do not send a parcel before receiving return instructions and the correct return reference.
3. Items that cannot be returned
For hygiene, safety and product-integrity reasons, we cannot accept food, consumables, cosmetics, fragrances, personal-care or other sealed goods after they have been opened, used or tampered with. We also cannot accept goods made non-resalable by the customer, gift cards or items prohibited from return by law. This does not limit remedies for goods that arrived damaged, defective, incorrect or materially different from their description.
4. Damaged, defective, incorrect or missing goods
Contact us promptly within the seven-day return period. Provide the order number, a description of the issue and clear photographs of the product, packaging and shipping label where relevant. Keep all packaging while we investigate. Depending on the verified issue and stock availability, we will offer an appropriate replacement, partial refund or full refund, including reasonable return costs when the problem is our error or where required by law.
5. Return process
- Email support@my-royal.com with your order number, item, reason and supporting photographs when relevant.
- Wait for eligibility confirmation and return instructions. The return address is B 18-20, Zetapark Condominium, Jalan Taman Ibu Kota, 53300 Kuala Lumpur, Malaysia, but a return must be authorised before posting.
- Pack the item securely and use a trackable service. Keep the receipt and tracking number until the case is closed.
- We inspect the returned item and email the approval or refusal outcome.
6. Return shipping and original delivery fees
For a change-of-mind return, the customer pays return shipping and bears the risk until we receive the parcel. Original shipping fees and customs charges are not refundable. If an item is confirmed damaged, defective or incorrect because of our error, we cover reasonable return shipping or provide another suitable remedy. A rejected, refused or abandoned international shipment is handled under the customs section of our Shipping Policy.
7. Refund amount and timing
After inspection, an approved refund is submitted to the original payment method within 2–5 business days. We email confirmation when it is submitted. Banks and card issuers may require additional time to post the credit; this external posting time is outside our control. Any lawful deduction for loss in value, missing items or customer-caused damage will be explained. We do not refund by a different payment method.
8. Exchanges
For a verified damaged, defective or incorrect item, an exchange may be offered when replacement stock is available. Otherwise, an approved refund will be issued. Change-of-mind exchanges follow the same unopened, seven-day eligibility and return-cost rules.
9. Missing refunds and charge concerns
After receiving our refund confirmation, check the original payment account and contact the bank or card issuer if the credit is not visible. Then contact us with the order number and refund confirmation. For an unrecognised or duplicate charge, contact us promptly so we can investigate before a bank dispute is necessary.
10. Statutory rights
This policy does not exclude or reduce rights and remedies that cannot be excluded under applicable consumer law.