Cancellation & Refund Policy

This policy explains how Royal Horizon Limited ("Royal Horizon", "we", "us") handles order cancellations and refunds for goods and services supplied to customers, including orders paid for online.

Before an order is confirmed

A quotation request or draft order is not a binding commitment on either side. You may cancel or change a quotation request at any time before you accept a formal quotation or purchase order is issued, at no cost.

After an order is confirmed

Once a purchase order or invoice has been formally accepted:

• Before goods are dispatched or work has begun: you may request cancellation in writing. We will confirm whether any costs were already committed on your behalf (e.g. goods ordered specifically for you from a supplier) before agreeing a refund.
• After goods have been dispatched, delivered, or work has begun: the order can no longer be cancelled. Standard returns terms (see below) apply instead.
• Custom, special-order, or made-to-order items (including goods sourced specifically for your order) cannot be cancelled once we have committed to the supplier on your behalf.

Returns

Goods found to be defective, damaged in transit, or not matching what was ordered may be returned for repair, replacement, or credit — report this to us within 7 days of delivery with photos or details of the issue. Medical consumables, perishable items, and goods that have been used, installed, or had their packaging opened cannot be returned unless they are faulty.

Refunds for online payments

Where payment was made online through our payment gateway (PayChangu), an approved refund is issued back to the original payment method. Processing typically takes 5–10 business days once approved, depending on your bank or mobile money provider — this final step is outside our control.

How to request a cancellation or refund

Contact us as soon as possible with your invoice or order number at royalhorizonmw@gmail.com or +265 880 273 292. We will confirm in writing whether the request can be accommodated and any amount refundable.

Changes to this policy

We may update this policy from time to time. The "last updated" date above reflects the most recent revision.