The following outlines our returns and refund policy. By processing your payment with Home Royale, you are accepting the following terms and conditions regarding shipping and any returns of your purchases.
Please choose carefully as Home Royale do not refund or exchange if you change your mind or make an incorrect choice.
Refunds or exchanges will be provided with proof of purchase on any faulty merchandise within a reasonable time frame
Damaged or faulty returns
In the unlikely event that your Home Royale purchase arrives and is missing parts, is damaged, is faulty, is defective or is not of acceptable quality, please take photos or video clearly identifying the issue and contact our Customer Care Team within 14 days of receiving the item.
You may, depending on the circumstances, be entitled to one of the following remedies:
- Have the product replaced (subject to availability)
- Arrange a repair with an offer of compensation
- Have missing parts or components sent to you
- Receive a refund or store credit
If, after the preliminary assessment, the product is confirmed to be defective, damaged or covered by an applicable warranty or covered by the consumer guarantee provisions of the Australian Consumer Law, a member of our Customer Care Team will contact you to proceed with the return process. Home Royale will arrange for the pickup and cover the costs of the return. Please ensure the product is well protected and packaged similar to the way you received the product. If the product has been assembled, it will need to be disassembled and packaged the same way it was delivered.
We will not provide a remedy if, in our reasonable opinion, the issue with the product has been caused by:
- fair wear and tear;
- misuse or failure to use in accordance with manufacturer’s instructions;
- improper assembly or modification;
- improper maintenance or failure to properly care for the item;
- your own improper handling or transportation of the goods.
Please also note that we will not process returns where the damage is to the external packaging or product packaging only.
In the case of a refund or store credit, the amount issued will be equal to the original amount paid for the item, including shipping costs. Please note that refunds can only be processed back onto the card or into the account that the original payment was taken from.
Incorrect item delivered
If you have received an incorrect item, please contact our Customer Care Team firstname.lastname@example.org with photographs of the incorrect item within 14 days of receiving your delivery. We will offer to send you the correct items and arrange the collection of the incorrect item from you at our expense.
If you wish to cancel your order, it must be cancelled prior to the confirmation of the order, in which case we will provide you with a full refund. Made-to-order items cannot be cancelled. Email email@example.com asap!
Changes to this Policy
We reserve the right to update this Shipping and Returns Policy from time to time by publishing the revised terms on our Website. The amended Shipping and Returns Policy will take effect from the date which is 7 days after we publish it on our Website, except in relation to orders of products prior to the effective date, in which case the previous version of the Shipping and Returns Policy will apply to those products.