Refund policy

Royale Basic Return, Refund & Warranty Policy

At Royale Basic, we are committed to enhancing your home with thoughtfully designed products and delivering an exceptional customer experience. Every order undergoes a quality inspection before shipment; however, we understand that situations may arise where a return, refund, or exchange may be necessary.

This policy explains our procedures regarding cancellations, returns, refunds, exchanges, and warranty coverage.

1. Order Cancellation Policy

Cancellation Before Shipment

Orders may be canceled for a full refund at any time before the product has been shipped.

To request a cancellation, please contact us immediately at:

Email: support@royalebasic.com

Cancellation After Shipment

Once an order has been transferred to the shipping carrier and is in transit, it can no longer be canceled or modified.

If you no longer wish to keep your order, you may request a return after delivery in accordance with this policy.

Customized Orders

Custom-made, personalized, or specialty products (including custom sizes, finishes, or designs) cannot be canceled, modified, or refunded once production has begun.

2. Return Window & Eligibility

60-Day Return Window

We offer a 60-day return period beginning on the delivery date.

Return requests must be initiated within 60 days of receiving your order. Requests submitted after this period cannot be accepted.

Return Conditions

To be eligible for a return, items must:

  • Be unused and unassembled
  • Be undamaged
  • Be returned in original packaging
  • Include all original accessories, manuals, tags, and inserts

Royale Basic reserves the right to reject returns that do not meet these conditions.

3. Non-Returnable Products

The following products are non-returnable and non-refundable:

  • Customized or personalized products (unless there is a verified manufacturing defect)
  • Products that have been assembled, installed, used, modified, or altered

4. Return Shipping Responsibility

Quality-Related Issues

Royale Basic will cover return shipping costs when the product:

  • Arrives damaged
  • Is defective
  • Was incorrectly shipped
  • Is significantly different from the product description or images displayed on our website

Please report these issues within 48 hours of delivery and provide photos or videos for verification.

Non-Quality Related Returns (Change of Mind)

Returns due to personal preference, including but not limited to:

  • Change of mind
  • Style preference
  • Color preference
  • Size preference
  • Ordering by mistake

will require the customer to cover return shipping costs only.

No additional restocking fees will apply.

5. How to Initiate a Return

To request a return, please visit:

https://www.royalebasic.com/pages/contact

Or email: support@royalebasic.com

Return Process

Step 1 – Submit a Return Request
Contact our support team and provide your order details.

Note: Photos/videos of the product, and original packaging must be submitted with return request.

Step 2 – Receive Return Authorization
If approved, our team will provide return instructions and the correct return address.

Please do not return products without prior authorization. Unauthorized returns may not be accepted.

Step 3 – Prepare Your Package
Please securely package the product and include:

  • Order number
  • Product ID

inside the package.

Step 4 – Ship Your Return
We strongly recommend using a trackable shipping service.

Royale Basic is not responsible for lost or undelivered return shipments.

Once a return is approved, it must be dispatched within 7 calendar days.

6. Refund Process

Inspection

Once we receive your returned item, our team will inspect it and determine refund eligibility.

You will receive notification regarding approval or rejection.

Approved Refunds

Approved refunds will be issued to the original payment method within 5–10 business days, depending on your payment provider.

7. Damaged or Defective Products

Visible Shipping Damage

If visible damage is noticed upon delivery, please reject the shipment if possible and contact us immediately.

Concealed Damage

If damage is discovered after opening your package:

Please contact us within 48 hours of delivery and provide:

  • Photos/videos of the damaged product
  • Photos of packaging materials
  • Shipping labels

Based on the situation and your preference, Royale Basic may provide:

  • Replacement product
  • Refund
  • Alternative resolution options

8. Complimentary 2-Year Extended Warranty

At Royale Basic, your peace of mind matters. Every purchase includes our complimentary 2-Year Extended Warranty.

Covered Under Warranty

Our warranty covers:

  • Electrical issues
  • Manufacturing defects
  • Defective components or parts

If a repair is not possible, we may provide a store gift card equal to the current value of the product for a replacement purchase.

Warranty Exclusions

The warranty does not cover:

  • Intentional damage
  • Accidental damage
  • Damage caused by extreme weather conditions
  • Normal wear and tear
  • Cosmetic wear or damage

To claim warranty please visit: https://www.royalebasic.com/pages/contact
Or email: support@royalebasic.com

9. Restocking Fees

Royale Basic does not charge any restocking fees.


10. Delivery Exceptions & Delivery Claims

Customer-Caused Delivery Exceptions

If a delivery exception occurs due to incorrect address information, unavailable recipient, missing access instructions, or other customer-related reasons, Royale Basic will work with the carrier to arrange a redelivery whenever possible.

If the package is returned to us after unsuccessful delivery attempts, we will issue a refund minus any return shipping fees charged by the carrier.

If the package is lost during the return-to-sender process, no refund or replacement will be available.

Merchant or Carrier-Caused Delivery Exceptions

If a delivery exception occurs due to an error by Royale Basic or the carrier, we will work with you to arrange a redelivery, replacement, or full refund at no additional cost.

Delivered Packages

Once a package has been marked as delivered and proof of delivery is available (including delivery photos, GPS confirmation, or carrier records), responsibility for the package transfers to the recipient.

If you believe a delivered package is missing, please contact us within 24 hours. We will assist in investigating the issue whenever possible.

Signature Delivery Requests

If you live in an area with a high risk of package theft, please contact us after placing your order to request a signature-required delivery. Additional carrier fees may apply.

Misdelivered Packages

If a package is delivered to the wrong address or left in an obviously unsafe location due to carrier error, Royale Basic will work with you to provide a replacement or full refund.


Contact Information

Royale Basic Customer Support

Phone: +1 (801) 901-8960
Email: support@royalebasic.com

Address:
124 Winterhaven Drive
Ottawa, Ontario K1W0H4