Refund and Return Policy

Policy Summary

1. Introduction

Roy Company Ltd GH is the authorised distributor of Renalyx™ in Ghana, a premium renal wellness supplement manufactured in the United Kingdom by Supplement Factory UK for Roy Company Ltd. We are committed to delivering every order in excellent condition and with full product integrity.

This policy sets out the conditions under which customers may return or exchange Renalyx™ products purchased through our authorised delivery channels, and explains the process for raising a return request.

We ask that all customers read this policy carefully before placing an order. By completing a purchase, customers confirm they have understood and accepted the terms set out herein.

2. Scope & Eligibility

This policy applies to all Renalyx™ products sold and delivered by Roy Company Ltd GH within Ghana, including orders placed through:

• Our official website and online store
• Authorised social media channels (Facebook, Instagram, WhatsApp Business)
• Direct telephone or agent-assisted orders
• Authorised retail partners in Ghana

This policy does not apply to products purchased from unauthorised third-party vendors. Roy Company Ltd GH cannot guarantee the authenticity or condition of products sourced outside its official channels and will not process returns for such purchases.

3. Eligible Return Conditions

A return or replacement will be accepted under the following circumstances:

3.1  Damaged or Defective Products

• The product arrived physically damaged (e.g., broken seal, crushed bottle, cracked lid)
• The product capsules are visibly compromised or contaminated upon opening
• The product label is torn, illegible, or absent upon receipt

3.2  Incorrect Item Delivered

• The wrong product, variant, or quantity was delivered contrary to the confirmed order

3.3  Expired Product

• The product delivered has a batch expiry date that has already passed at the time of delivery

3.4  Authenticity Concerns

• The QR code on the product label fails to verify at renalyx.co.uk
• The product does not match the visual and physical characteristics of genuine Renalyx™

Note: Roy Company Ltd GH strongly recommends scanning the QR code on the label upon receipt of every delivery to verify product authenticity before use.

4. Non-Eligible Return Conditions

The following circumstances do not qualify for a return or refund:

• The return request is made after the 7-day return window has elapsed
• The product seal has been broken and more than 5 capsules have been consumed
• The product was purchased outside Roy Company Ltd GH’s authorised channels
• The customer changed their mind after delivery (change of preference)
• The product was damaged after delivery due to improper storage by the customer (store below 25°C in a dry place, away from direct sunlight)
• The return request lacks the required evidence outlined in Section 6 of this policy
• The product is being returned due to a pre-existing medical condition that was not disclosed prior to purchase — customers are advised to consult a qualified healthcare practitioner before use

5. Return & Exchange Windows

The delivery date is confirmed via the dispatch notification sent to the customer’s registered contact (phone or email) or via the delivery agent’s confirmation record.

6. How to Initiate a Return

To raise a return or exchange request, customers must follow the steps below:

1. Contact Roy Company Ltd GH within the applicable return window via email at returns@roycompanygh.com or by calling our customer support line.
2. Provide your full name, order reference number, and delivery date.
3. Clearly describe the reason for the return (damaged, incorrect, expired, or authenticity concern).
4. Attach photographic evidence of the product as received, including: the sealed or opened bottle, the batch number (RNX001), and the expiry label.
5. Our returns team will review your submission and respond within 2 business days with either an approval or a request for additional information.
6. If approved, you will receive a Return Authorisation Number (RAN) and instructions on how to return the product or arrange a collection.
7. Products must be returned in their original packaging wherever possible. A prepaid return label will be provided by Roy Company Ltd GH in all eligible cases.

Do not return any product without first obtaining a Return Authorisation Number. Unauthorised returns will not be processed.

7. Refund & Exchange Process

7.1  Refunds

Approved refunds will be processed within 5 – 10 business days of Roy Company Ltd GH receiving and inspecting the returned product. Refunds will be issued via the original payment method where possible, or via mobile money transfer (MTN Mobile Money / AirtelTigo Money) by agreement with the customer.

7.2  Exchanges

Approved exchanges will be dispatched within 3 – 5 business days of inspection confirmation. The replacement product will be of equivalent specification and from a verified batch. No additional delivery charge will be applied for eligible exchange deliveries within Greater Accra and major regional centres.

7.3  Partial Refunds

Where a product has been partially consumed but still qualifies for return (e.g., under an authenticity dispute), a partial refund proportional to the unused quantity may be considered at the discretion of Roy Company Ltd GH.

8. Delivery Responsibility

Roy Company Ltd GH takes full responsibility for the safe delivery of Renalyx™ products to the customer’s confirmed address. Our delivery commitments include:

• All orders are packaged with protective materials to minimise transit damage
• Cold-chain handling is not required for Renalyx™ but products are stored and dispatched from temperature-controlled conditions
• Customers are notified of dispatch and expected delivery windows via SMS or WhatsApp
• Deliveries within Greater Accra are typically fulfilled within 1 – 2 business days; regional deliveries within 3 – 5 business days

If a delivery is not received within the communicated timeframe, customers should contact us immediately. Roy Company Ltd GH will investigate the delivery status and arrange a re-dispatch or refund as appropriate.

9. Product Integrity & Safety Notice

Renalyx™ is a GMP-certified, UK-manufactured food supplement. Every bottle carries a unique batch number and QR code for traceability and authenticity verification. Roy Company Ltd GH is committed to distributing only genuine, in-date product.

Customers are reminded of the following safety guidelines:

• Store below 25°C in a dry place, away from sunlight and moisture
• Keep out of reach of children
• Do not exceed the recommended dose of 2 capsules daily
• Consult a qualified healthcare practitioner before use if pregnant, nursing, on medication, or if you have a medical condition
• Food supplements should not be used as a substitute for a varied and balanced diet

10. Governing Terms & Amendments

This policy is governed by the laws of the Republic of Ghana. Roy Company Ltd GH reserves the right to amend or update this policy at any time without prior notice. The version published on the official Roy Company Ltd GH channels at the time of purchase shall be the binding version.

For any disputes not resolved through the standard returns process, customers may escalate to the Ghana Standards Authority (GSA) or relevant consumer protection authority.

Contact & Support