Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@royallmusic.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@royallmusic.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@royallmusic.com.

# Return & Refund Policy

At ROYALL, we take pride in the craftsmanship and quality of every instrument we build. Please review our return and refund policy before making a purchase.

## General Policy

All sales are considered final unless otherwise stated in writing.

Because many of our instruments are handcrafted, built in limited quantities, or customized to customer specifications, returns and refunds are subject to the conditions outlined below.

## Returns for Defective or Damaged Products

If your product arrives damaged during shipping or contains a manufacturing defect, please contact ROYALL within 7 days of delivery.

To assist with the evaluation process, customers may be required to provide:

- Photographs of the product
- Photographs of the packaging
- A detailed description of the issue
- Video documentation when applicable

Upon review, ROYALL may, at its sole discretion:

- Provide replacement parts
- Arrange repair service
- Replace the product
- Issue a partial or full refund when appropriate

## Non-Defective Returns

Returns requested for reasons unrelated to manufacturing defects, including but not limited to personal preference, change of mind, finish variations, tonal preferences, or ordering mistakes, may not be accepted.

If ROYALL agrees to accept such a return, the following conditions apply:

- The item must be unused and in original condition.
- The customer is responsible for all shipping costs.
- Original shipping charges are non-refundable.
- Any customs duties, taxes, brokerage fees, or import charges are non-refundable.
- A restocking fee may apply.

## Custom Orders

Custom-built, made-to-order, OEM, ODM, dealer-exclusive, or specially modified products are non-cancellable, non-returnable, and non-refundable once production has begun.

## International Orders

For international shipments, customers are responsible for ensuring compliance with local import regulations.

ROYALL is not responsible for customs delays, import restrictions, refusal of entry by customs authorities, or additional duties and taxes imposed by the destination country.

Orders returned due to customs issues may not qualify for a refund.

## Warranty Service

Warranty claims are handled separately under the ROYALL Limited Warranty Policy.

Whenever possible, ROYALL will seek to repair or replace defective components before considering product replacement or refund.

## Refund Processing

Approved refunds will be processed using the original payment method whenever possible.

Refund processing times may vary depending on the payment provider, financial institution, and country of residence.

Shipping charges, customs duties, taxes, and related fees are generally non-refundable unless otherwise required by applicable law.

## Contact

For return, refund, or warranty inquiries, please contact:

ROYALL Customer Service  
Email: sales@royallmusic.com

## Final Determination

ROYALL reserves the right to inspect, evaluate, and determine the appropriate resolution for any return, refund, warranty, or product-related claim.

Last Updated: June 2026