Returns & Refund Policy
Royal-Sceptre Company Ltd stands behind the quality of every product we supply. If you are not fully satisfied, our straightforward returns process ensures a fast resolution — whether that is a replacement, a repair, or a full refund.
Royal-Sceptre has an office in Nairobi, Kenya, and serves clients across East Africa, Uganda, Rwanda, Malawi, Tanzania, Ethiopia, COMESA markets, and the wider Eastern and Southern Africa region.
Return Windows
Defective / Faulty Items
14 calendar days from date of delivery. Items must be returned with all original accessories, manuals, and packaging. Royal-Sceptre covers the return shipping cost for confirmed defective items.
Sealed / Unopened Items
30 calendar days from date of delivery. The item must be in its original, sealed manufacturer packaging with all seals intact. Customer bears return shipping cost unless otherwise agreed.
Warranty Returns
Items within the warranty period are handled under our Warranty Policy. The warranty return timeline follows the warranty claims procedure rather than this returns policy.
Step-by-Step Returns Process
- Step 1 — Notify Us: Email sales@royalsceptre.com with your order number, the item(s) you wish to return, and a clear description or photographs of the issue. Subject line: "Return Request – Order #[YOUR ORDER NUMBER]".
- Step 2 — Receive RMA: Our team reviews your request within 2 business days and issues a Return Merchandise Authorisation (RMA) number if approved. Do not send items back without an RMA — they will be refused.
- Step 3 — Package & Ship: Securely repackage the item using its original packaging where possible. Clearly write the RMA number on the outside of the parcel. Ship to the address provided in the RMA email. We strongly recommend using an insured courier service and retaining proof of postage.
- Step 4 — Inspection: On receipt, our technical team inspects the returned item within 3 business days. We will notify you of the outcome by email.
- Step 5 — Resolution: Depending on the inspection outcome and your preference, we will arrange a replacement unit, a repair (under warranty), or a full refund.
Refund Timeline & Method
Approved refunds are processed within 7–10 business days of our confirmation email. Refunds are issued via the same payment method used for the original purchase:
- Bank Transfer / EFT: Credited to your original bank account. Please allow 2–3 additional business days for bank processing.
- MPesa: Reversed to the originating MPesa number within 1–2 business days.
- Cheque: A refund cheque will be dispatched by registered mail to your billing address.
Non-Returnable Items
The following categories are not eligible for return or refund except where a manufacturing defect is confirmed by Royal-Sceptre's technical assessment:
- Custom-calibrated instruments: Equipment calibrated to customer-specific parameters (e.g., load cells calibrated to bespoke ranges, custom-programmed data loggers).
- Opened consumables: Reagents, test paper, chemical standards, printer ribbons, and any consumable item whose packaging has been opened.
- Software licences and downloaded digital content: Once activated or downloaded, software licences are non-refundable.
- Items damaged by the customer: Products showing physical damage, evidence of misuse, or modification not authorised by Royal-Sceptre or the manufacturer.
- Items returned without an RMA number.
If you are unsure whether your item qualifies, contact us before shipping: sales@royalsceptre.com | +254798 885 694