1. General Policy for Damaged or Defective Items

If you receive a standard product that is damaged or defective, you have the option to:

  • Request a Replacement: We will arrange for a prompt replacement of the same item.
  • Request a Return: If the damage is beyond a minor repair or simple fix, you may return the item for a refund or credit.

Refund Processing for Approved Returns

  • For approved returns resulting in a refund, the refund will be processed immediately during our regular working hours.
  • Once processed, the time it takes for the amount to reflect in your payment source (bank account, credit card, etc.) is entirely dependent on your bank or payment provider.

2. Reporting a Damaged Item

To process a replacement or return for a damaged item, you must:

  • Notify Us Promptly: Contact Royal Nilambur Customer Service within 12 hours of receiving your product.
  • Provide Proof of Delivery (POD): We require a copy of the courier’s/transporter’s Proof of Delivery (POD) documentation that clearly includes a “Damage Remark” noted at the time of delivery. Failure to secure a “Damage Remark” on the POD may affect our ability to process the claim.

3. Policy for Custom Orders

Due to their unique nature, extensively customized orders are generally not eligible for our standard return policy.

Exception: Custom orders are only eligible for a replacement or return if they are found to be Damaged or Defective upon arrival. The reporting and POD requirements (as detailed in Section 2) still apply.