Refund policy
Return, Refund & Warranty Policy
At ROYALL, we want every customer to receive an instrument that meets the specifications and condition described at the time of purchase. Please review the following return, refund, and warranty terms before placing your order.
30-Day Return Policy
For standard products purchased directly from ROYALL, you may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be returned in substantially the same condition in which it was received, without damage, unauthorized modification, or excessive signs of use. Original accessories, parts, cases, and packaging should be included whenever reasonably possible.
Before returning any product, please contact us at sales@royallmusic.com and obtain return authorization.
Do not send a product back without contacting us first. Once a return is approved, ROYALL will provide the appropriate return address and shipping instructions.
Non-Defective Returns
For returns based on personal preference, change of mind, tonal preference, finish preference, or ordering error, the customer is generally responsible for return shipping costs.
Original shipping charges, customs duties, import taxes, brokerage fees, and similar third-party charges are generally non-refundable unless otherwise required by applicable law.
The customer is responsible for ensuring that the returned instrument is packed safely for international transportation.
Damaged, Defective, or Incorrect Products
Please inspect your order promptly after delivery.
If an instrument arrives damaged, has a manufacturing defect, or is different from the product ordered, please contact ROYALL as soon as possible, preferably within 7 days of delivery.
To help us evaluate the issue, we may request:
- Photographs of the instrument
- Photographs of the packaging
- A description of the problem
- Video documentation where appropriate
Depending on the circumstances, ROYALL may provide replacement parts, arrange repair, replace the product, offer a partial refund, or issue a full refund.
Custom and Special Orders
Custom-built, made-to-order, OEM, ODM, dealer-exclusive, personalized, or specially modified instruments are generally non-cancellable and non-returnable once production has begun.
This limitation does not affect claims relating to manufacturing defects, shipping damage, incorrect goods, or any rights that cannot legally be excluded.
Natural Material and Finish Variations
Many ROYALL instruments are made using wood, brass, steel, aluminum, and hand-applied finishes. Natural grain, patina, color, texture, engraving, oxidation, and finish variations may occur between individual instruments.
Minor variations of this kind are not necessarily manufacturing defects.
Limited Warranty
ROYALL warrants its instruments against defects in materials and workmanship under normal intended use.
The warranty applies to the original purchaser and does not cover damage resulting from misuse, accidents, improper storage, unauthorized repairs or modifications, excessive humidity or dryness, corrosion caused by environmental exposure, improper setup, normal wear, strings, consumable parts, or cosmetic wear resulting from normal use.
Where practical, ROYALL may repair or replace defective components before replacing an entire instrument.
International Orders
Customers are responsible for complying with the import requirements of their destination country.
Import duties, VAT, customs fees, brokerage fees, and similar destination charges are normally the responsibility of the customer unless otherwise agreed in writing.
If an order is refused, abandoned, or returned because of unpaid customs charges or import restrictions, any refund will be evaluated after the goods are returned to ROYALL and may be reduced by shipping, customs, storage, brokerage, or other costs incurred.
European Union and EEA Customers
Where applicable under local law, customers purchasing online in the European Union or European Economic Area may have a statutory right to withdraw from the purchase within 14 days of receiving the goods.
Exceptions may apply to custom-made, personalized, or specially produced products.
Nothing in this policy limits any mandatory consumer rights that apply in the customer’s jurisdiction.
Refund Processing
Once a returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method within 10 business days. Additional processing time may be required by your bank, card issuer, PayPal, or other payment provider.
If more than 15 business days have passed after ROYALL confirms that a refund has been issued, please contact us at sales@royallmusic.com.
Contact
For returns, refunds, damaged shipments, or warranty questions:
ROYALL Customer Service
Email: sales@royallmusic.com
Last updated: September 2026