Refund policy

1. Scope

1.1 This policy governs every distance sales contract concluded through the RoyElite online store.

1.2 The terms below form an integral part of the contract and are communicated to the Customer before the order is completed.

1.3 Nothing in this policy limits the rights granted to the Customer by the mandatory consumer legislation of their country of residence.

2. Right of withdrawal

2.1 The Customer is entitled to withdraw from the contract within fourteen (14) calendar days, without stating any reason and without any charge other than those set out in Article 5.

2.2 The period begins on the day on which the Customer, or a third party indicated by the Customer, acquires physical possession of the product — not on the date of the order.

2.3 Where the period ends on a non-working day, it is extended until the next working day.

3. Exercising the right

3.1 Withdrawal is exercised by an express statement from the Customer to RoyElite, sent to support@royelite.com within the period set out in Article 2.

3.2 The statement may be worded freely or may use the model form in Article 4. It is sufficient that it is sent before the period expires.

3.3 Refusing delivery of the parcel, or returning the product without a prior statement, does not constitute a valid exercise of the right of withdrawal.

3.4 The burden of proving that the right was exercised in time lies with the Customer.

4. Model withdrawal form

To RoyElite — support@royelite.com

I hereby give notice that I withdraw from the contract of sale of the following product:

Order number: …
Product: …
Date of order: …
Date of receipt: …
Customer name: …
Date: …

5. Return of the product and costs

5.1 The Customer shall return the product within fourteen (14) calendar days of the day the withdrawal statement was sent.

5.2 The direct cost of sending the product back to RoyElite is borne by the Customer. This term is communicated before the contract is concluded, as required by Directive 2011/83/EU. This cost is separate from, and must not be confused with, the cost of the original outbound delivery addressed in Article 7.1.

5.3 The return address is communicated to the Customer upon confirmation of their statement. The Customer shall send the product to that address only, which may differ from the dispatch address of the original order.

5.4 A tracked shipping service is recommended. The risk of loss of or damage to the product in transit is borne by the Customer until the product is received by RoyElite.

5.5 RoyElite may, at its discretion and on a case-by-case basis, waive the requirement of physical return. Any such waiver is communicated in writing and does not constitute a standing practice.

6. Condition of the product and diminished value

6.1 The Customer is entitled to establish the nature, characteristics and functioning of the product to the extent that would be possible in a physical retail store.

6.2 The Customer is liable for any diminished value of the product resulting from handling beyond what is set out in Article 6.1. The corresponding amount may be deducted from the refund, with a written explanation of how it was calculated.

6.3 The product is returned complete, together with its accessories, documentation and original packaging.

7. Refund

7.1 RoyElite refunds all sums paid by the Customer, including the cost of the original outbound delivery of the product to the Customer, without undue delay and in any event within fourteen (14) calendar days of the day on which it was informed of the withdrawal. Where the Customer selected a delivery method more expensive than the least costly standard method offered by RoyElite, the refund of delivery costs is limited to the cost of that standard method.

7.2 The refund is made using the same means of payment used by the Customer, at no charge to them. The time taken for the amount to appear depends on the Customer's payment provider.

7.3 RoyElite may withhold the refund until it has received the product, or until the Customer supplies evidence of having sent it, whichever occurs first.

7.4 The cost of sending the product back to RoyElite, referred to in Article 5.2, is borne by the Customer in full and is not refunded under any circumstances, save in the cases covered by Article 10.

8. Exclusions

8.1 Exclusions from the right of withdrawal are exhaustively defined by law and concern, among others, products made to the Customer's specifications or clearly personalised.

8.2 No product in the RoyElite catalogue falls within those exclusions. The right of withdrawal applies to every product, including those purchased at a promotional price.

9. Legal guarantee of conformity

9.1 The legal guarantee of conformity is a separate right, distinct from the right of withdrawal, and is not subject to the periods set out in Articles 2 and 5.

9.2 Duration: three (3) years from delivery for purchases from Spain; a minimum of two (2) years for other Member States of the European Union.

9.3 For purchases from Spain, a lack of conformity appearing within two years of delivery is presumed to have existed at that time, and the Customer bears no burden of proof in this respect.

10. Defective, incorrect or damaged products

10.1 In the cases covered by this Article, no cost is borne by the Customer, including the cost of return. Article 5.2 does not apply.

10.2 The Customer shall notify RoyElite at support@royelite.com, attaching photographic or video evidence of the lack of conformity.

10.3 RoyElite shall provide, at the Customer's choice and provided it is not objectively disproportionate, repair, replacement, a proportionate price reduction or a full refund.

11. Exchanges

11.1 RoyElite does not carry out direct exchanges. A Customer who wishes to receive a different product exercises the right of withdrawal and places a new order.

12. Contact

Any statement, request or question relating to this policy should be addressed to support@royelite.com