Returns and Exchanges
RETURNS & EXCHANGES
Pre-paid and pre-addressed labels are provided for damaged items, but otherwise the customer must cover the shipping expenses associated with sending items back to Royal Genesis ll. All returns require a RMA number to be returned, any return received without a RMA will be refused back to the customer at the customers expense. Please contact our customer service department by texting phone support or email, information below, to receive a RMA number.
Returns are accepted within 30 days from the delivery date. Any returns received after 30 days will not be refunded and will be refused back to the customer. Items must be returned in the same exact condition you received them in. Returns in any other condition will not be refunded. At this time, we no longer accept exchanges. However, if you ordered the incorrect item and wish to exchange for another item, you can return the item and we will refund your purchase in full.
Please make sure you acquire tracking and/or insurance for your returns to that we can ensure your package makes it back to us safely.
Royal Genesis ll
2307 Bernhurst Dr.
Knoxville, Tn 37918
Phone Text Support: 865-287-1048, available Monday –Friday 8 am – 5 pm PST (Send name and please have your order number ready for faster service)
Email: email@example.com (please include your order number in the subject line)
Once your return has been received and inspected, we will send you a confirmation email and process the request accordingly. If it is determined that your item(s) do not qualify for a refund, we will not be able to return the product to you at no cost. Please note that refunds may take 2-3 business days to appear in your account and will go back to the original form of payment.
Our products are covered under warranty for a 12 month period from the date of the original sale date and when purchased through an authorized seller. If defects in materials or workmanship should arise, link below to complete a claims form. If a valid claim is received, we will replace the item for you. If it is established that the case has experienced general wear and tear, it is up to the discretion of the Customer Service team on how to proceed with the claim. The warranty will expire at the 12-month mark, so the replacement item will only be covered for the duration and from the original purchase date. Please note, we may no longer carry the item you wish to replace. To file a claim, please follow the steps in the link here.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Royal Genesis ll is not responsible for any damage caused to the purchased item from user dropping, water damage or other methods of impact.