At Roycon Express, we want every order to be smooth and worry-free. If something isn’t right, this policy explains when and how items can be returned, how vendors review returns, and how refunds are issued.
1) When a return is eligible
You may request a return if all of the following are true:
- The item is damaged, defective, incomplete, not as described, or you wish to return it within the allowed window.
- The item is in original condition (unused, with tags/labels, accessories, manuals, and original packaging).
- You contact Roycon Express within 7 days of receiving the item.
Tip: Keep the original packaging until you’re sure you’ll keep the item.
2) Items that cannot be returned
(unless faulty / not as described)
- Perishables (e.g., fresh foods, flowers).
- Personal-care items (e.g., cosmetics, skincare, hygiene items) once opened.
- Customized/personalized goods.
- Digital/downloadable products or software licenses.
- Underwear and swimwear (health & hygiene) unless sealed and unopened.
If any of the above arrive damaged/defective or not as described, please contact us within 7 days—these cases are covered.
3) How to request a return
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Contact Support (within 7 days)
Email: support@royconexpress.com
Phone/WhatsApp: +231-(enter number)
Provide your order number, a brief description of the issue, and clear photos/videos if the item is damaged or incorrect.
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We review & confirm next steps
Our team will validate the request and send you the return instructions.
4) How the item gets back to the vendor
- Within Greater Monrovia: Roycon Express can coordinate pickup from your delivery address and return the item to the vendor’s registered address.
- Outside Monrovia / Up-country: You may be asked to drop off the item with a designated logistics partner in your area. We’ll provide the location and instructions.
5) Vendor review & decision
After the vendor receives the returned item:
- The vendor must inspect the item and verify the reason (e.g., damaged, defective, not as described).
- The vendor must approve or reject the return within 2 business days and share evidence if rejecting (e.g., signs of misuse, missing parts).
- Roycon Express will notify you of the decision and next steps.
Vendor obligations: Vendors must cooperate with Roycon Express’ return process. Repeated non-compliance or unprofessional handling may lead to penalties, including suspension.
6) Refunds (how and when)
If the return is approved:
- Method: We refund via the original payment method (e.g., MTN MoMo, Orange Money, card, or bank/mobile wallet used at checkout).
- Timing: Mobile money/card refunds typically appear within 3–5 business days after approval (bank times may vary).
- Partial refunds: Issued when items are returned with signs of use, missing accessories, or non-original packaging but are still accepted.
If the return is rejected, we’ll share the vendor’s reasoning and evidence. Roycon Express may review disputes at our discretion.
Note: Shipping fees are non-refundable unless the return is due to a Roycon Express or vendor error (e.g., wrong item, damaged on arrival).
7) Exchanges
We don’t process direct exchanges. If you want a different size/model, please return the original (if eligible) and place a new order.
8) Damaged or defective on arrival
Please contact us immediately with photos/videos so we can arrange a return and refund or an authorized replacement (where available).
9) Order cancellations
- Before shipment: Contact us as soon as possible. If the order hasn’t shipped, we’ll cancel and issue a full refund.
- After shipment: Please wait for delivery and then follow the return process above.
10) Who pays return shipping?
- Vendor / Roycon fault (wrong item, damaged, not as described): Roycon Express or the vendor covers the return shipping/pickup cost.
- Customer’s choice (e.g., changed mind): Customer pays the return shipping. Items must remain in new, resellable condition.
11) Late or missing refunds
12) Vendor responsibilities (summary)
Vendors on Roycon Express agree to:
- List accurate descriptions and images.
- Provide quality products in new condition.
- Promptly inspect returned items and respond within 2 business days.
- Work with Roycon Express to resolve customer issues quickly and professionally.
Non-compliance may result in penalties up to and including suspension or removal.
13) Contact us
Roycon Express – Customer Care
Email: support@royconexpress.com
Phone/WhatsApp: +231-(enter number)
Hours: Mon–Sat, 9:00 AM – 6:00 PM
By shopping on Roycon Express, you agree to this Return & Refund Policy. We may update this policy to reflect operational or legal changes in Liberia. Please check this page periodically for updates.
