REFUND POLICY
At Royal Premium, we want our customers to be satisfied with their purchases. This Refund and Return Policy explains the conditions and procedures applicable to returns, exchanges, damaged or defective products, and refunds for purchases made through tiendaroyalpremium.com.
This policy is primarily intended for customers located in Mexico and the United States.
Nothing in this Policy is intended to limit any non-waivable rights granted to consumers under applicable law.
30-DAY RETURNS
Royal Premium offers a 30-day return policy, which means you have 30 calendar days from the date you receive your order to request an eligible return.
To be eligible for a voluntary return, the item must:
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Be in the same condition in which it was received.
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Be unused.
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Include its original tags, accessories, manuals, and components, where applicable.
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Reasonably retain its original packaging.
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Be accompanied by the receipt, order number, or proof of purchase.
The requirements above apply primarily to voluntary returns due to a change of mind and are not intended to limit consumer rights when a product is defective, damaged, incorrect, or does not conform to the characteristics under which it was offered.
HOW TO REQUEST A RETURN
To initiate a return, please contact us at:
If possible, please include:
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Purchaser’s name.
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Order number.
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Product you wish to return.
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Reason for the return.
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Photographs if the product is damaged, defective, or if you received an incorrect item.
Once we receive your request, we will evaluate whether the return meets the applicable conditions and provide instructions on how and where to send the product.
Do not send products back without first requesting a return, as we need to properly identify and authorize the package in order to process it.
RETURN SHIPPING COSTS
Defective, Damaged, or Incorrect Product
When the return is due to an error attributable to Royal Premium, or when the product arrives defective, damaged, or different from what was ordered, Royal Premium will cover reasonable return shipping costs, where applicable.
In these cases, we may provide a prepaid return shipping label or another shipping procedure.
Change of Mind
When the product is in good condition and the return is voluntarily requested due to a change of mind, size, preference, or any other reason not attributable to Royal Premium, the customer will be responsible for the return shipping cost, unless Royal Premium expressly states otherwise.
Original shipping charges, when charged separately, may not necessarily be refundable for voluntary returns, except where required by applicable law.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
We recommend inspecting your order as soon as you receive it.
If you receive a product that:
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Is damaged.
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Has a defect.
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Is incomplete.
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Does not match the item ordered.
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Does not conform to the material characteristics under which it was offered.
Please contact us as soon as reasonably possible at:
Provide your order number and, where possible, photographs of the product, packaging, and the relevant damage or defect.
We will evaluate the situation and, depending on the circumstances and the consumer rights that apply, we may offer a replacement, exchange, repair, return, or refund, as appropriate.
The ordinary return conditions applicable to unused products will not be applied in a manner that eliminates legal rights relating to defective, damaged, or incorrect products.
ITEMS NOT ELIGIBLE FOR VOLUNTARY RETURNS
Unless there is a defect, damage, order error, or an applicable legal right, certain products may not be eligible for our voluntary 30-day return policy, including:
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Personalized products or products specially manufactured for the customer.
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Products that have been used, altered, or damaged after receipt for reasons attributable to the customer.
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Products that cannot be returned for hygiene or safety reasons once used, where applicable.
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Gift cards, if Royal Premium offers them.
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Items expressly identified as “Final Sale” before completing the purchase, where such restriction is legally permitted.
If you have questions about a product’s eligibility, you may contact us before making your purchase.
These exceptions do not eliminate consumer rights regarding items that are defective, damaged, incorrect, or do not conform to what was offered.
SALE ITEMS
A product does not automatically lose its legal rights simply because it was purchased at a discount or during a promotion.
Sale items may be eligible for our standard 30-day return policy unless they are clearly identified as “Final Sale” before purchase.
Final Sale products may only be excluded from voluntary returns due to a change of mind where permitted by applicable law.
If a Final Sale item arrives defective, damaged, incorrect, or does not conform to what was offered, the consumer will retain any rights granted under applicable law.
EXCHANGES
Currently, the easiest way to obtain a different product is to request a return of the original item and, once the return is authorized, place a separate new order.
When the issue involves a damaged, defective, or incorrect product, Royal Premium may offer a replacement directly where appropriate.
Availability of replacement products is not guaranteed and will depend on existing inventory.
ORDER CANCELLATIONS
If you wish to cancel or modify an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate your request before the order is processed or shipped.
Once an order has been shipped, it may no longer be possible to cancel it directly, and the applicable return procedure may need to be followed.
This provision does not limit any mandatory cancellation or withdrawal rights granted to consumers under applicable law.
REFUNDS
Once we receive and inspect a return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method, unless applicable law permits another alternative and the customer agrees to it.
Royal Premium will seek to process refunds for approved returns within 10 business days following approval, except where applicable law requires the refund to be processed within a shorter period.
Once Royal Premium issues the refund, the bank, financial institution, payment processor, or card issuer may require additional time for the funds to appear in the customer’s account. These processing times depend on each institution and are outside Royal Premium’s direct control.
If more than 15 business days have passed since Royal Premium confirmed that the refund was processed and it still does not appear in your account, please contact us at:
CANCELED OR UNSHIPPED ORDERS
When Royal Premium cancels an order that has already been paid for, the applicable refund will be issued.
For orders subject to U.S. law, Royal Premium will comply with the refund timeframes established by applicable federal rules governing online sales, where applicable.
If Royal Premium cannot ship an order within the promised timeframe or, where applicable, within the timeframe established by applicable law, we will notify the customer and provide the legally required options, which may include accepting a new shipping date or canceling the order and receiving a refund.
ORDERS IN MEXICO
Customers in Mexico will retain all rights granted to them under the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) and other applicable laws.
When a product does not conform to the quality, brand, specifications, or other material characteristics under which it was offered, the consumer’s legally applicable rights and remedies will be honored.
Nothing in this Policy shall be interpreted as a waiver of mandatory consumer rights in Mexico.
ORDERS IN THE UNITED STATES
Customers located in the United States will retain all rights granted to them under applicable federal laws and the mandatory consumer protection laws of the applicable state.
Our commercial 30-day return policy is provided in addition to any legally applicable rights.
Where a federal or state provision grants a consumer a right or timeframe that cannot legally be limited by this Policy, that provision will prevail.
INTERNATIONAL PURCHASES
For orders shipped between Mexico and the United States, original costs related to taxes, tariffs, customs duties, or other government charges may be subject to different rules depending on the reason for the return and the authority that collected them.
Royal Premium cannot guarantee the refund of taxes or charges collected directly by government authorities or third parties when those amounts were not retained by Royal Premium.
When a return results from an error attributable to Royal Premium, we will seek to provide a solution in accordance with applicable law.
CONTACT
For any questions regarding returns, exchanges, defective products, cancellations, or refunds, you may contact us:
Royal Premium
Email: info@tiendaroyalpremium.com
Website: tiendaroyalpremium.com