Return & Exchange Policy
We want you to love every purchase. If something isn't right, we're here to make it easy.
Last updated: May 7, 2026
Policy Overview
At Royal Gene Collection, we accept returns and exchanges for eligible items within 7 days of delivery. Defective or incorrect items will be replaced or fully refunded at no additional cost. For change-of-mind returns, customers are responsible for return shipping fees.
Return Window
7 Days from delivery
Refund Method
Original payment or Store credit
Processing Time
2–5 business days
What Can Be Returned?
Eligible for Return or Exchange
- Items returned within 7 days of delivery.
- Products that are unused, unworn, and in their original condition.
- Items with all original tags and packaging intact.
- Products that are defective or damaged upon arrival.
- Wrong item received (different from what was ordered).
Not Eligible for Return
- Items returned after 7 days from the delivery date.
- Used, washed, or altered products.
- Items missing original tags or packaging.
- Customized or made-to-order products.
- Textiles that have been cut or altered.
- Sale or clearance items (final sale).
How to Return an Item
Contact Us
Reach out within 7 days of receiving your order via WhatsApp, phone, or email with your order number and reason for return.
Get Approval
Our team reviews your request and sends a Return Merchandise Authorization (RMA) number within 1–2 business days.
Ship the Item
Pack the item securely with original tags and packaging. Write the RMA number on the parcel and ship it back to us.
Inspection & Resolution
Once received, we inspect the item within 2 business days and process a refund, exchange, or store credit accordingly.
Refund & Exchange Details
How will I receive my refund?
Refunds are processed back to the original payment method (M-Pesa or card) within 2–5 business days after we receive and inspect the returned item. Alternatively, you may choose store credit which is issued immediately upon inspection approval.
Who pays for return shipping?
For defective, damaged, or incorrect items Royal Gene Collection covers the return shipping cost. For change-of-mind returns the customer is responsible for the return shipping fee.
Can I exchange for a different size or colour?
Yes! Exchanges are welcome subject to stock availability. If the required size or colour is not available we will offer a full refund or store credit instead.
What if my item arrives damaged?
Please photograph the damage and contact us within 48 hours of delivery. We will arrange a replacement or full refund at no cost to you.
Are textiles and custom orders returnable?
Textiles that have been cut or altered and all custom/made-to-order items are not eligible for return or exchange unless they arrive defective or incorrect.
Need Help?
Our customer care team is happy to assist you with any return or exchange query.