At Royal Imports, we stand behind every product we ship. If something isn't right with your order, we want to make it right. Please review the guidelines below so we can resolve your request as quickly as possible.

General Guidelines

The following rules apply to all return requests:

•       All return requests must be submitted within 15 calendar days of receiving your order.

•       Photos are required for claims involving damage, wrong items, or condition-related concerns.

•       Items must be returned in resalable condition unless damage occurred during transit.

•       Glassware may only be returned palletized. Non-palletized glass returns cannot be accepted.

 Return Reasons & Coverage

Eligibility and shipping responsibility vary depending on the reason for return.

Damaged Items  —  We cover return shipping

Submit a claim with clear photos within 15 days of receipt. If the item is usable, we may offer a partial credit so you can keep it. If it is unsalvageable, we will issue a full credit — no return shipment required.

Wrong Item Received  —  We cover return shipping

If we sent the wrong item, send us a photo confirming the discrepancy. We will arrange return shipping at our expense and may offer a discount to keep the item if that is more convenient.

Extra Items Received  —  We cover return shipping

If you received items you did not order, please let us know. We will provide return shipping and work out the best resolution for you.

Quality or Product Concerns  —  Case by case

If the product does not match what was described or shown, please reach out. We will review the situation and determine the appropriate resolution, which may include credit, replacement, or a return.

Change of Mind or Over-Ordering  —  Customer covers shipping

We accept returns for these reasons, subject to a 15% restocking fee. You are responsible for return shipping costs and for ensuring items arrive back to us in resalable condition.

Late Delivery  —  Case by case

If timing concerns were communicated before shipment, we will cover the return and issue appropriate credit. If no timing concerns were raised in advance, a 15% restocking fee applies and return shipping is the customer's responsibility. Any delivery occurring more than 60 days after shipment is automatically considered our responsibility, regardless of cause.

Items Not Received  —  We resolve it

Claims must be submitted within 15 days. For claims under $50, we will issue credit immediately. For larger claims, we will work with the carrier to investigate and issue credit once the process is complete.

Restocking Fee

A 15% restocking fee applies to returns resulting from a change of mind, over-ordering, or late delivery where no prior timing concerns were raised. This fee covers the cost of inspection, repackaging, and restocking.

Return Privileges

Royal Imports reserves the right to review accounts with frequent return activity. Customers with three or more return requests within a 12-month period may be subject to a review of their return privileges, which could result in modified terms or restrictions. We appreciate your understanding as we work to keep our service sustainable for all customers.

Questions?

If you have questions about a return or need to submit a claim, our team is happy to help. Please have your order number and photos ready when you reach out.