Return & Refund Policy
Before or after placing an order with us, or before thinking about a return, please carefully read our 30-Day Return and Refund Policy in its entirety. You acknowledge that you have read and accept this policy by placing an order with RoyalGloball.com.
With our effective return policy and online and phone customer support, RoyalGloball.com is committed to delivering outstanding client satisfaction! We try to respond to emails and calls about returns the same day or, at most, two days later. We put a lot of effort into making sure your grievances and inquiries are promptly addressed in the most beneficial and efficient way possible.
Please review our general instructions and information below in the rare event that you need to create a return.
General Information
- ● For orders canceled before fulfillment, please be aware that transaction fees, which are added during the payment process, are non-refundable.
- ● Orders can be canceled up until they are shipped. Once shipped, the Shipping Fee is non-refundable.
- ● Orders returned due to customer error/dislike/over-purchasing/any factors aside from damage and defects will also have a non-refundable Shipping Fee.
- ● All returns must include an RMA form.
- ● All Returns for Refund, which are not damaged or defective, must be in original, re-sellable boxes with all original hardware, wires, packaging, or other accessories included that were originally received. There should not be excessive tape, stickers, packing labels, handwritten notes on packaging, etc., on the product box itself.
- ● Refunds are typically processed within 5–10 business days after receiving the returned product. The exact timing depends on the financial institution, and refunds are applied to the original payment method used.
- ● The customer is responsible for any extra shipping costs incurred related to the customer adding an incorrect address or missing address information, or us exchanging an order due to an ordering error/exchange.
- ● Product packaging should be preserved in case of refunds or exchanges. The product would not be eligible for a refund if it looks used or non-resealable and doesn't have its original packaging.
- ● Returns are not accepted if the lights have already been installed by the customer. However, if there are any issues with the fixture, we will provide a replacement.
30-Day General Return Policy
- ● Returns can be requested via info@royalgloball.com within 30 days from the original invoice date. We can provide a refund, store credit, or exchange of the product.
- ● The customer is responsible for return shipping for most returns, but for defective, damaged, or incorrectly shipped orders, we will provide the return label(s). We also provide a label for any returns created due to inaccurate website info or shipping errors on our end.
- ● A 15% restocking fee will be applied to product totals up to $1499, and a 20% restocking fee will apply to all returns over $1500 for orders being returned for a refund or exchange. The restocking fee will also be charged to orders with refused shipment.
- ● To handle a Return for Exchange, we can either wait to receive the returned packages—then create the replacement—or the customer can go ahead and purchase the necessary item(s) and get refunded once the return arrives.
- ● We understand project delays and unforeseen situations do happen, and we want to help you (and your customers!). Extenuating circumstances might be considered.
How Packages Should Be Returned
- ● Packages being returned should not be covered in tape or other packing materials to the point where the box is damaged, the barcodes or spec labels are obstructed, or removing the tape causes the box to become unusable.
- ● The RMA Form should be included near the top, inside of the package, or added to an envelope taped outside of the package. Products should be in original plastic coverings (if originally provided) and include any other accessories, parts, or materials that were originally provided.
Refund, Replacement, or Credit
We provide a warranty for reasons including, but not limited to, driver issues, unexpected dimming, manufacturing defects, flickering/flashing, damage during transit, or if the light simply won’t turn on.
If we have discontinued a model, we will offer the next best comparable one as a replacement. For the exact warranty length, please check the specific product page.
Mandatory documents must be attached while sending emails for a claim (info@royalgloball.com):
- ● The order number or name on the order
- ● Pictures and videos showing the defect along with other functioning units
- ● Model number of the product
- ● A brief explanation of the defect
The claim will not be processed if any required document is missing.
Lost Packages / Shipping Errors
- ● Miscommunication during shipment is rare but possible. Though no fault of your own, shipping delays may occur. We immediately handle any delays by contacting the carrier to resolve the issue. We may, at our discretion, send a new shipment or provide a refund where necessary.
- ● Any shipping or reshipping charges for packages that are refused, missing address info, or failed to be canceled in time are the responsibility of the customer.
- ● When a package is shown as “Delivered” but claimed not to have been “Received,” we will contact the carrier for an assessment. However, the final responsibility lies with the customer to ensure a safe delivery location and provide accurate shipping information.
Miscellaneous Mentions
- ● Custom orders are excluded from returns, exchanges, and receiving credit.
- ● A 20% restocking fee will apply to all returns over $1500.
- ● We do not cover costs incurred before, during, or after the return process for renting lifts, bucket trucks, buying another brand’s replacement lights, labor, or any other installation/removal costs.
- ● With hundreds of positive reviews about our customer service and our strong value in Quality vs. Price, we stand behind all our products and will ensure you are satisfied with your lighting solution or resolution.
- ● Our responsibility is to keep your space safe, secure, and visible. Let us help you with Royal Globall!
Contact
● Customer Support: info@royalgloball.com
● Business Hours: 9 AM – 5 PM PST, Monday to Friday
Please Note
● No returns or refunds are applicable to custom or pre-order products.