Return and Exchange Period
You have 45 days from the date you receive your items to request a return or exchange. If this 45-day period has passed, we generally cannot offer a return or exchange service.
Conditions for Return and Exchange
Items must meet one of the following conditions to be eligible for return or exchange:
- Appearance Issues: Significant scratches, damage, or finish defects upon delivery.
- Quality Issues: Structural instability, missing parts, or inability to assemble/use correctly.
- Odors or Significant Color Difference: Strong unpleasant odors affecting use, or a significant discrepancy between the actual color and the product description.
- Incorrect Item: Received the wrong model, size, or color compared to your order.
- No-Reason Return: You changed your mind and decided you no longer want the item within the valid period.
Return Process
- Please contact us to request a return via email at solutions@royalvillaeu.com or by phone at +1 (256) 403-0299. Please provide your order number, proof of payment, reason for return, and relevant videos or photos.
- Our customer service team will process your application immediately. Once approved, we will notify you via your contact information and provide the return address for shipping the item back.
- You need to ship the item back to our designated return address and wait for us to receive it.
- Upon receipt, we will immediately inspect the item to verify the reported condition. If the inspection is passed, we will arrange your refund immediately. For more details on refunds, please see the Refund Process below.
Exchange Process
- Please contact us to request an exchange via email at solutions@royalvillaeu.com or by phone at +1 (256) 403-0299. Please provide your order number, proof of payment, reason for exchange, and relevant videos or photos.
- Our customer service team will process your application immediately. Once approved, we will notify you and provide the address to return the original item.
- You need to ship the item back to our designated return address and wait for us to receive it.
- Upon receipt, we will inspect the item. If the inspection is passed, we will arrange the exchange within 1-3 business days. The estimated delivery time for the new item is 7-15 business days to your address. Please check the shipping policy for more information on shipping times and more
Refund Process
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Refund Method: Refunds will be credited back to the bank card (Visa, MasterCard) account used at the time of purchase.
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Processing Time: Depending on the efficiency of different banking institutions, we expect the refund to arrive within 1-5 business days.
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Delayed Refunds: If you have not received your refund after 5 business days, please contact us promptly.
Fee Rules
- For returns/exchanges caused by appearance issues, quality issues, odors, significant color differences, or incorrect items, we will cover the return shipping costs.
- For "no-reason returns," the return shipping costs shall be borne by you.
Return Labels
For your convenience, a pre-printed return label is included in every package. Please keep it safe and use it according to the instructions.
Item Condition Requirements
Items submitted for return or exchange must be in their original condition. Items must be unassembled, unused, and preferably in their original packaging. We reserve the right to refuse returns for damage caused by improper disassembly or misuse.
Order Cancellation
You may contact us to cancel your order and receive a full refund before the item has been shipped. If the item has already entered the shipping process, it must be handled according to the return process mentioned above.
Disclaimer
We are not responsible for any costs or damages resulting from an incorrect shipping address provided by you or damage to the item caused by improper packaging during the return process.
Contact Us
If you have any questions regarding our policies, please contact us at:
Address: 1710 Walnut Ave, Anniston, AL 36201, United States
Phone: +1 (256) 403-0299
Email: solutions@royalvillaeu.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)