We have a 14-day return policy for Canada only (please refer to the "International Orders" section for locations outside of Canada), which means you have 14 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 as well the ability to provide images of product condition.

To start a return, you can contact us at return@royalgear.ca. Please note that we do not cover the fees that are included in the refund process (such as shipping, packaging, customs). These fees are on the customer to pay. 

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 return@royalgear.ca.

Return Charges & Relevant Fees
Unless the return is due to an error on the part of RoyalGear (such as receiving an incorrect, defective, or damaged item), the customer is responsible for all costs associated with the return process. This includes, but is not limited to:

- The original outbound shipping cost incurred to deliver the order.
- The return shipping cost.
- Packaging and shipping supply costs.
- Customs duties, import taxes, brokerage fees, and any other government or carrier-imposed charges.
- Any additional fees incurred during the return process.

If RoyalGear provides a prepaid return shipping label for the customer's convenience, the cost of that label and any applicable return shipping fees may be deducted from the final refund unless otherwise stated. Any original shipping charges paid by the customer at checkout are non-refundable. In cases where the return is approved because of a product defect, shipping damage, or an error made by RoyalGear, we will cover the reasonable costs associated with the return at our discretion.

Return Deadlines
To be eligible for a return, a return request must be submitted within 14 calendar days of the date your order is marked as delivered.

If your return request is approved, we will provide return instructions and, if applicable, a prepaid return shipping label. Once a return label has been issued, the return package must be handed to the shipping carrier within 14 calendar days of the label issuance date. Returns that are not shipped within this timeframe may be canceled and will no longer be eligible for a refund.

Customers are responsible for ensuring the return package is shipped before the deadline. Delays caused by failing to drop off the package within the required timeframe are the responsibility of the customer. RoyalGear reserves the right to refuse or cancel returns that do not comply with these deadlines.

If you believe exceptional circumstances prevented you from meeting a return deadline, please contact us before the deadline expires. Any exceptions are granted solely at the discretion of RoyalGear.

International Orders
At this time, RoyalGear accepts returns and issues refunds only for orders shipped within Canada, except where otherwise required by applicable law.

Orders shipped to destinations outside of Canada, including the United States and all other international locations, are considered final sale and are not eligible for returns, exchanges, or refunds due to customer preference, incorrect ordering, sizing, or change of mind.

If an international order arrives damaged, defective, or if an incorrect item was received, please contact us within 7 days of delivery with your order number and supporting photographs. We will review each case individually and, where appropriate, provide a replacement, refund, or other resolution at our discretion and in accordance with applicable law.

Customers are responsible for all customs duties, import taxes, brokerage fees, shipping costs, and any other charges associated with international orders.

Inspection & Rejected Returns
All returned items are subject to inspection upon arrival. Items that are used, damaged, altered, missing original packaging, accessories, tags, or components, or otherwise not returned in the same condition in which they were received, may be rejected or deemed ineligible for a full refund at RoyalGear's sole discretion.

Partial Refunds
RoyalGear reserves the right to issue a partial refund where appropriate. Deductions may be made for, but are not limited to, excessive wear, damage, missing accessories or components, missing packaging, original outbound shipping costs, return shipping costs, carrier fees, customs duties, brokerage fees, or any other expenses incurred during the return process.

Lost Return Packages
Refunds are processed only after the returned item has been received and successfully inspected by RoyalGear. We are not responsible for return packages that are lost, delayed, or damaged while in transit before reaching our designated return address. Customers are responsible for ensuring their return package is delivered successfully.

Refused or Undeliverable Packages
If an order is refused, unclaimed, returned due to an incorrect shipping address, or otherwise undeliverable, any original shipping charges, return shipping costs, customs duties, brokerage fees, carrier charges, storage fees, or other associated expenses may be deducted from the customer's refund.

Order Cancellations
Orders may be canceled only before they have been shipped. Once an order has been dispatched, it cannot be canceled and must instead follow the applicable return policy if eligible for return.

Address Errors
Customers are responsible for providing a complete and accurate shipping address at checkout. RoyalGear is not responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete shipping information. Any additional shipping or carrier fees incurred due to address errors are the responsibility of the customer. Please note that RoyalGear is not responsible for ensuring the customer provided shipping address is correct and accurate.

Chargebacks & Payment Disputes
Customers are encouraged to contact RoyalGear before initiating a chargeback or payment dispute. If a chargeback or payment dispute is opened while a return or refund request is actively being processed, the refund process may be delayed until the dispute has been resolved. RoyalGear reserves the right to provide relevant order, shipping, and communication records to the payment processor or financial institution during the dispute process.

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. In this specific case, we will analyze the provided information, and based on staff discretion, we will cover the fees for the refund process.

Exceptions / non-returnable items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalized products, special orders, personal care goods (such as beauty products), hazardous materials, flammable liquids, and gases. If you have any questions regarding the eligibility of a specific item, please contact us before placing your order.

Sale, clearance, promotional, and final sale items are not eligible for returns, exchanges, or refunds unless required by applicable law. Additionally, any product that explicitly states on its product page that returns, exchanges, or refunds are not accepted shall be considered a final sale and is not eligible for return under any circumstances except where required by law.

Gift cards, digital gift certificates, and store credit are also non-refundable and cannot be exchanged for cash.

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.

Fraudulent Orders
As a business on Shopify, we reserve the right to cancel any orders under professional discretion of fraud or potential fraud. Upon cancellation of an order placed, we will refund the payment fully to the original payment method. This system is in place to prevent the loss of money due to fraudulent orders. 

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 support@royalgear.ca.