1. Introduction

Thank you for shopping with us. We strive to provide high-quality medical products, medical devices, and pharmaceuticals. This policy outlines the terms under which returns and refunds are processed, along with details on our cookies and shipping practices.

2. Returns, Refunds, Cancellations and Exchanges

How to place a return request?

Step 1 – Raise a return/replacement request within 7 days from the date of delivery if you’ve received wrong or expired product(s). Please raise a request via email or WhatsApp to us. In case of damaged/missing product(s), raise a return/replacement request within 2 days from the date of delivery.

Step 2 – Give us 2 working days to review your return request.

Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.

Step 4 – If our reverse pickup service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges to the original payment source.

Step 5 – After your product(s) is received, we will verify it against the claim and initiate replacement or refund accordingly. Please note replacement depends upon stock availability.

Under what conditions can I return/replace my product?

• Wrong product delivered
• Expired product delivered
• Damaged product delivered – Physical damage/tampered product or packaging
• Incomplete order – missing products

Under what conditions will return/replacement requests NOT be accepted?

• Opened, used, or altered products
• Original packaging (mono cartons, labels, etc.) missing
• Return/replacement request generated after 7 days from the date of delivery
• Damaged/missing product reported after 2 days from the date of delivery

How are returns processed?

Once you request a return, a pickup is organized for the item. Our courier partners will come to pick up the item within 5-7 business days after receiving your return request. The item is then brought back to our warehouse where our quality control team checks it. Once the product passes quality control, a refund is initiated.

Can I cancel my order?

You can cancel your order by refusing the delivery when the courier partner contacts you or by calling customer care at 18008913701 (Mon - Fri, 9 AM to 5 PM). Alternatively, raise a request via email at mail-care@Royal Sense Limited.in or WhatsApp us at 9868648899.

Royal Sense Limited reserves the right to cancel any order without prior confirmation and may verify any order before shipping, including verbal or written confirmation from the customer.

Note: Orders can only be cancelled while the status is "Ready to Ship".

How will I receive the refund for my cancelled or returned product?

For prepaid orders, refunds will be made to the original payment method within 7 business days. For Cash on Delivery orders, customers must provide bank details to receive the refund.

How long does it take to receive a refund?

Refunds for prepaid order cancellations are processed within 7 business days. Refunds for returns are processed after the product is received and quality checked, typically taking up to 2 weeks after pickup.

We only accept return requests for damaged, wrong, or expired products.

Unboxing Video Guidelines

To resolve any delivery or damage issues, please record an unboxing video when you receive your order. This video is mandatory for processing complaints or queries related to damaged, missing, or wrong products.

We cannot be held responsible for issues if no video evidence is provided. Using third-party couriers means we must follow their guidelines for resolving problems, and video evidence helps us act quickly and fairly.

Guidelines for recording your unboxing video:

• Inspect the package before accepting delivery. If tampered, take a picture, reject the delivery, and email the picture with order details to mail-care@Royal Sense Limited.in.
• Hold the camera so the entire package and surroundings are visible and well-lit.
• Show the shipping label clearly (tracking number, address, product details).
• Show all sides of the package while opening it for the first time.
• After breaking the seal, show that all products are present and undamaged.
• If damaged or wrong products are received, record close-ups clearly.
• Record continuously without cuts; keep everything in one frame.

3. Shipping Policy

Shipping Methods and Costs

We offer standard and expedited shipping. Shipping costs are calculated based on order weight and delivery location, displayed at checkout.

Delivery Times

Standard shipping typically takes 2-3 business days. Expedited options are available with estimated delivery times shown at checkout.

Order Processing

Orders are processed within 1 business day. Orders placed on weekends or holidays are processed the next business day. A confirmation email with tracking details will be sent once shipped.

Shipping Restrictions

Currently, we ship only within India. International shipping is not available.

4. Cookies Policy

Use of Cookies

Our website uses cookies to enhance user experience, analyze traffic, and improve services. Cookies are small files stored on your device that help remember preferences and track interactions.

Managing Cookies

You can manage or disable cookies in your browser settings. Disabling cookies may impact website functionality.

Contact Us

If you have any questions about shipping, returns, refunds, or cookies policy, please contact our customer support:

• Email: care@Royal Sense Limited.in
• Phone: 18008913701
• WhatsApp: 9868648899
• Address: Plot no-57, First Floor, Phase-2, Badli Industrial Area, Delhi-110042

We value your business and are committed to providing excellent customer support. Thank you for choosing Royal Sense Limited.