Refund policy
RETURNS, REFUNDS & RIGHT OF WITHDRAWAL
We want you to feel confident when ordering from ROYA. If you change your mind, something is not quite right, or your order arrives damaged or incorrect, this page explains what you can do and how we will help.
This policy applies to purchases made through the ROYA The Brand online store. Your statutory rights remain unaffected.
CONSUMER RIGHT OF WITHDRAWAL
If you purchase from us as a consumer, you generally have the right to withdraw from your online purchase within 14 days without giving a reason.
For goods, the withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, receive the goods.
If items from the same order are delivered separately, the withdrawal period is 14 days from the day on which the last item is received.
To exercise your right of withdrawal, simply let us know clearly that you wish to withdraw from the contract before the 14-day period expires.
To meet the withdrawal deadline, it is sufficient that you send your withdrawal declaration before the 14-day period expires.
You can do this through the “Withdraw / Return order” function available through our website, or by contacting us directly by email or post:
ROYA Import & Export e.K.
Karolinenstraße 14
96049 Bamberg
Germany
Telephone: +49 176 80666694
Email: info@roya-thebrand.com
If you use our electronic withdrawal function, we will confirm receipt of your withdrawal without undue delay.
You do not need to give us a reason for exercising your statutory right of withdrawal.
Once you have informed us of your withdrawal, please send the goods back without undue delay and no later than 14 days after notifying us.
RETURNING YOUR ITEMS
You may inspect the products in the same way that would reasonably be possible in a physical store.
You are only responsible for any loss in value caused by handling the products beyond what is necessary to establish their nature, characteristics and functioning.
Please pack returned items carefully so that they are protected during transport. Where reasonably possible, we recommend using the original packaging.
Not having the original packaging alone does not remove your statutory right of withdrawal.
REFUNDS
If you exercise your statutory right of withdrawal, we will refund the amounts required by applicable law. For a withdrawal of the entire order, this includes the standard delivery charge paid for the original shipment.
Return shipping costs are separate and are handled as described in the Return Shipping section below.
We will make your refund without undue delay and no later than 14 days after the day on which we are informed of your withdrawal.
We normally process the final refund after we have received and inspected the returned products. Where the statutory right of withdrawal applies, we may withhold the refund until we have received the goods back or you have provided evidence that you have sent them back, whichever occurs first.
Unless we expressly agree otherwise with you, the refund will be made using the same payment method you used for the original purchase. ROYA will not charge you an additional fee for receiving your refund.
RETURN SHIPPING
If you exercise your statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods.
If the return is due to an issue for which ROYA is responsible, such as a damaged, defective, incorrect or otherwise non-conforming item, ROYA will cover the return shipping costs.
You can choose one of the following return options:
1. ROYA prepaid return label
- After your return request has been reviewed and approved, we can provide you with a prepaid return label where available.
- For a standard change-of-mind return, you are responsible for the return shipping costs whether you return one item, several items, or the entire order.
- If you use our prepaid return label, €6.00 will be deducted from your refund.
- If the return is due to an issue for which ROYA is responsible, such as a damaged, defective, incorrect or otherwise non-conforming item, ROYA will cover the return shipping costs and the €6.00 fee will not be deducted.
2. Your own shipping label
You may also return the goods using a shipping provider of your choice.
If you are returning an item because you changed your mind, you pay the shipping provider directly.
We recommend choosing a tracked shipping service and keeping the proof of shipment until your return has been completed.
If possible, please send us the tracking information so that we can identify and follow your return.
Returns should be sent to:
ROYA Import & Export e.K.
Karolinenstraße 14
96049 Bamberg
Germany
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective, incorrect, or otherwise does not match what was agreed, please contact us. We will review the issue and work with you to find the appropriate solution.
If ROYA is responsible for the return, we will cover the return shipping costs. If you use a ROYA prepaid return label in such a case, no €6.00 return-label fee will be deducted.
Depending on the circumstances, the solution may include a replacement, refund, or another remedy available under applicable law.
Photos can help us understand and resolve an issue more quickly, but providing photos does not limit your statutory rights.
Consumers also have statutory rights when goods are defective or do not conform to the contract. These rights are separate from the 14-day right of withdrawal and remain unaffected by this Returns & Refunds Policy.
HOW TO START A RETURN OR WITHDRAWAL
The easiest way to start a return is through the “Withdraw / Return order” function available through our website.
- Log in to your customer account using the same email address used when placing your order.
- You may also exercise your statutory right of withdrawal by sending us a clear statement by email or post.
- You do not need to provide a reason for a statutory withdrawal.
- If you would like to tell us why you are returning something, we always appreciate the feedback. It helps us improve our products and customer experience.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
In certain cases, the statutory right of withdrawal does not apply or may expire under applicable law.
This can include, for example:
- goods made to your specifications or clearly personalised for you.
- sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been removed after delivery.
- goods that, because of their nature, have become inseparably mixed with other goods after delivery.
- other situations in which applicable law expressly excludes the right of withdrawal or allows it to expire.
An exception applies only where the legal requirements for that exception are met.
BUSINESS CUSTOMERS (B2B)
The statutory consumer right of withdrawal described above does not apply to purchases made exclusively for business or professional purposes.
B2B returns and exchanges are subject to ROYA’s applicable B2B terms, any individually agreed terms, and ROYA’s review and approval.
CONTACT ROYA
If you have a question about a return, refund or damaged item, you can contact us at:
ROYA Import & Export e.K.
Karolinenstraße 14
96049 Bamberg
Germany
Telephone: +49 176 80666694
Email: info@roya-thebrand.com
VAT ID: DE361519966
www.roya-thebrand.com
MODEL WITHDRAWAL FORM
If you prefer not to use our online “Withdraw / Return order” function, you may use the model withdrawal form below. Complete the relevant information and send it to us by email or post. Use of this form is optional.
You can also use our Withdraw / Return order function to exercise your right of withdrawal online.
| To | ROYA Import & Export e.K. Karolinenstraße 14 96049 Bamberg Germany info@roya-thebrand.com |
| I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: | |
| Goods | |
| Ordered on / received on | |
| Name of consumer/s | |
| Address of consumer/s | |
| Date | |
| Signature of consumer/s | Only required if this form is submitted on paper. |