Returns and Refunds

Last updated 29 August 2026

If something is not right with your order, we will put it right. You have 7 days from delivery to request a return or exchange, and a faulty or incorrect item is always our cost to fix.

1. Your 7 day window

You may request a return or exchange within 7 days of receiving your order. After 7 days a request can still be handled as a warranty claim, which is covered in section 7.

2. Condition of returned items

To be accepted, a returned item must be:

• In its original condition, unused and undamaged
• Complete with all accessories, cables, manuals and free gifts
• In its original box and packaging

Items showing signs of use, physical damage or missing parts cannot be accepted, unless the fault is with the product itself.

3. Items we cannot accept back

• Earbuds, headphones and other in-ear products where the hygiene seal has been opened, unless the product is faulty
• Items damaged by misuse, drops, liquid or unauthorised repair
• Products returned without their original packaging and accessories
• Items sold as clearance or final sale, where this was stated on the product page

4. Who pays the return delivery

5. How to start a return

1. Message us on WhatsApp at 0322 7782932, call the same number, or email info@royalvisiontraders.com
2. Give us your order number, the item, and the reason for the return
3. Send photographs or a short video if the item is faulty or damaged, as that usually settles it immediately
4. We confirm the return and tell you where to send the parcel
5. Pack the item securely in its original box and send it to us

Please do not send anything back before we have confirmed the return, as unannounced parcels can go missing.

6. Refunds

Once your return reaches us we inspect it, usually within 2 working days. If it is approved:

• Refunds are issued to the method you paid with, or by bank transfer where that is not possible
• Refunds are normally processed within 5 to 7 working days of approval
• The original delivery charge is refunded when the return is our fault, and is not refunded on change of mind returns

If a return is not approved we will explain why and send the item back to you.

Exchanges

If you would rather exchange than refund, tell us when you start the return. Where there is a price difference we will either collect or refund the balance.

7. Warranty

Products carry the manufacturer warranty stated on the product page, which for most of our range is 1 year. Warranty covers manufacturing defects. It does not cover physical damage, liquid damage, normal wear of parts such as ear tips, or damage from unauthorised repair.

To make a warranty claim, contact us with your order number and a description of the fault, and we will guide you through it.

8. Items damaged on arrival

If a product is damaged when it reaches you, contact us within 24 hours of delivery with photographs of the packaging and the product. We will arrange a replacement or a full refund, including delivery, at no cost to you.

9. Cancelling an order

You can cancel an order at no cost while it is still being processed. Once the parcel has been handed to the courier it cannot be cancelled, and it will need to be handled as a return.