Refund Policy
1. Official Website Return, Refund, & Exchanges:
All requests for returns, refunds, and exchanges must first be approved by our customer service department. Please contact us before shipping any products back to our warehouse; unauthorized returns will require you to bear the return shipping costs.
2. Exchanges:
If you receive a defective product, please contact us within 14 days to qualify for an exchange. We will not exchange products damaged through personal use. All exchanges are subject to a S$8.99 + GST restocking fee. For domestic (Singapore) exchanges, a prepaid shipping label will be provided at no extra cost. International customers are required to cover shipping costs both ways (tracking is mandatory). Proof of purchase and evidence of the issue (images/videos) may be requested for approval.
3. Returns
Due to COVID-19 and for overall health and safety, we cannot accept returns of opened or used products. Items must be in their original condition for acceptance and processing.
A 40% restocking fee is applicable for all returned products.
ALL SALES ARE FINAL unless approval is granted by our customer service department.
4. Damages
Royale Singapore is not responsible for any products damaged or lost during shipping. If your order is received damaged, or if the package is lost, contact us immediately so we can file a claim with the shipping company. We must wait for the shipping company’s final response to the claim, which can take from a few days to over 30 days, before proceeding with reshipping, returns, refunds, or exchanges. Not all cases will result in a new shipment. The shipping company’s decision is final. For packages claimed to be stolen from your property, an official police report is required before proceeding with the claim.
5. Vendors (Authorized Retailers) Return, Refund & Exchanges:
All Royale Singapore vendors, stores, and retail locations are independently owned and operate under their own return, refund, and exchange policies. Transactions with these vendors are subject to their specific policies and are not governed by Royale Singapore’s company or brand policies.
For assistance with purchases made through our vendors, please return to or directly contact the original purchase location.
For more information or assistance, please contact our customer care team at csr@infinitygoldltd.com.