Refund policy

roya — Refund & Returns Policy

Last Updated: May 2026


 

 

OUR PROMISE TO YOU

At roya, we believe that the way you arrive matters as much as where you're going. That's why we back every bag with three guarantees designed to give you complete confidence in your purchase:


  1. ✨ 30-Day Risk-Free Trial

  2. 👗 Wrinkle-Free Arrival Guarantee

  3. 🔒 Lifetime Zipper Warranty


This policy explains exactly how each guarantee works, what's eligible, and how to claim a refund or replacement.


 

 

1. THE 30-DAY RISK-FREE TRIAL

You have 30 calendar days from the date of delivery to return your roya bag for a full refund — even if you've used it on a trip.

✅ Eligible for refund:

  • Bag returned within 30 days of delivery

  • Original tags, dust bag, and packaging materials included

  • Reasonable signs of trial use are accepted (no permanent damage)

❌ Not eligible for refund:

  • Returns after 30 days

  • Bags with permanent stains, tears, or odors (perfume, smoke, food)

  • Bags that have been altered, repaired by third parties, or used commercially

  • Items purchased as part of a flash sale or final clearance (clearly marked at checkout)

  • Customized or monogrammed bags

  • Gift cards and digital products

💰 Refund amount:

  • Full product price refunded to your original payment method

  • Original shipping fee is non-refundable (free shipping orders: no shipping deduction)

  • Return shipping fee:

    • Inside Kuwait: We cover it (free return pickup)

    • GCC: Customer pays return shipping (~5-10 KWD)

    • International: Customer pays return shipping


 

 

2. THE WRINKLE-FREE ARRIVAL GUARANTEE

We promise that when you pack your formalwear correctly inside a roya bag, it will arrive wrinkle-free — or we'll refund your purchase.

How to claim:

Step 1: Document the issue immediately upon arrival


  • Take clear, well-lit photos of the wrinkled garments

  • Include a photo of the bag's interior showing how items were packed

  • Photo must be timestamped within 24 hours of delivery (use phone metadata)


Step 2: Contact us within 7 days of the affected trip


  • Email: benshaty1989@gmail.com

  • Subject: "Wrinkle-Free Guarantee Claim"

  • Include: order number, photos, and a brief description


Step 3: Our team reviews the claim within 5 business days


  • If approved → full product refund + 10% credit for your next purchase

  • If denied → we explain why (e.g., overpacked, items folded incorrectly)

Conditions:

  • Items must have been packed according to the included instruction card

  • Bag must not have been overstuffed beyond the recommended capacity (max 4-5 garments)

  • Claim is per customer (one claim per order, max 2 claims per lifetime)


 

 

3. THE LIFETIME ZIPPER WARRANTY

If a zipper on your roya bag fails due to a manufacturing defect, we will repair or replace it at no cost — forever.

✅ Covered:

  • Zipper teeth detaching

  • Zipper slider breaking

  • Stitching around the zipper unraveling

  • Zipper getting permanently stuck (not user error)

❌ Not covered:

  • Damage from overstuffing beyond capacity

  • Damage from sharp objects inside the bag

  • Damage from professional cleaning chemicals

  • Repairs attempted by third parties

  • Cosmetic wear on zipper hardware

How to claim:

  1. Email benshaty1989@gmail.com with photos of the zipper damage

  2. We respond within 5 business days

  3. Approved claims receive a prepaid return label (Kuwait) or a partial shipping credit (international)

  4. Repair/replacement takes 10-15 business days


 

 

4. CARRY-ON FIT GUARANTEE

If your roya bag is rejected at the boarding gate of Jazeera Airways, Kuwait Airways, Wizz Air, Flydubai, or Air Arabia because it exceeds their carry-on dimensions, we will reimburse the checked-bag fee.

Conditions:

  • Valid for one of the 5 airlines listed above

  • Bag must be empty at the time of measurement (overstuffed bags are not covered)

  • You must submit:

    • Boarding pass showing flight details

    • Receipt of checked-bag fee paid at the gate

    • Photo of the bag in the airline's sizer (if possible)

  • Maximum reimbursement: 15 KWD per incident

  • Maximum: 2 claims per customer lifetime


Claim period: 30 days from the flight date.


 

 

5. DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged, defective, or with missing parts (strap, shoe pouch, hangers):

What to do:

  1. Do NOT use the bag if damage is apparent

  2. Take photos of:

    • The shipping box (showing any external damage)

    • The bag itself

    • All packaging materials

  3. Contact us within 48 hours of delivery at benshaty1989@gmail.com

Resolution options:

  • ✅ Free replacement (preferred)

  • ✅ Full refund

  • ✅ Partial refund + keep the item (for minor cosmetic issues)

  • ✅ Free replacement parts (missing strap, shoe pouch, etc.)


 

 

6. WRONG ITEM / INCORRECT ORDER

If you received the wrong color, size, or product:


  1. Contact us within 48 hours of delivery

  2. We arrange free pickup of the wrong item

  3. We ship the correct item within 2 business days (Kuwait)

  4. No additional cost to you


 

 

7. HOW TO INITIATE A RETURN

For Kuwait customers:

Method 1 — WhatsApp (Fastest):


  1. Send a message to [INSERT WHATSAPP NUMBER]

  2. Include: order number, reason for return, photos

  3. We respond within 2 hours (business days)

  4. We schedule a free pickup from your address


Method 2 — Email:


  1. Email benshaty1989@gmail.com

  2. Subject: "Return Request — Order #[ORDER NUMBER]"

  3. Include reason and photos

  4. Response time: 24 hours (business days)


Method 3 — Returns Form:


  1. Visit roya.com/returns

  2. Enter order number and email

  3. Follow the guided process

For GCC and international customers:

  1. Email benshaty1989@gmail.com

  2. We provide a return address in Kuwait

  3. Customer ships the bag back via Aramex or DHL (at customer's cost)

  4. Refund processed within 5 business days of receipt


 

 

8. REFUND PROCESSING TIMES

Once we receive and inspect the returned item:


Payment Method

Processing Time

KNET

3-5 business days

Visa/Mastercard

7-14 business days

Apple Pay

5-7 business days

Tabby/Tamara

5-10 business days

Cash on Delivery

Bank transfer within 7 days


Note: The time refunds appear in your account depends on your bank, not roya.


 

 

9. EXCHANGES

We currently do not offer direct exchanges. Instead:


  1. Return the unwanted item for a full refund

  2. Place a new order for the item you want


This ensures the fastest processing for both transactions.


If a product you want is out of stock, we'll add you to the waitlist and notify you the moment it's restocked.


 

 

10. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded for hygiene and safety reasons:


  • 🚫 Travel accessories with intimate contact (eye masks, neck pillows)

  • 🚫 Customized or monogrammed bags

  • 🚫 Gift cards

  • 🚫 Items marked "Final Sale" at checkout

  • 🚫 Bags purchased during 70%+ off promotions (clearly labeled)


 

 

11. CHARGEBACKS AND DISPUTES

Before initiating a chargeback with your bank or KNET, please contact us first. We resolve 99% of issues within 48 hours through direct communication.


Filing a chargeback without first contacting us may result in:


  • Your account being flagged

  • Future orders requiring prepayment

  • Inability to use Cash on Delivery


We document all communications and will dispute fraudulent chargebacks.


 

 

12. CONTACT US

Need help with a return, refund, or warranty claim?


roya — Customer Support 📧 Email: benshaty1989@gmail.com 💬 WhatsApp: [INSERT NUMBER] 📞 Phone: [INSERT KUWAIT PHONE] 🌐 Returns Portal: roya.com/returns 🕐 Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (Kuwait Time)


Average response time: 2 hours (WhatsApp) / 24 hours (Email)


 

 


Last reminder: We genuinely want you to love your roya bag. If anything is wrong — anything at all — please reach out. We'll make it right.


روءيا — رؤيتچ تبدأ من شنطتچ ✨