Refund policy

Return and Refund Policy

At Royal Point, customer satisfaction is our highest priority. If you are not entirely satisfied with your purchase, we are here to help. This policy outlines your rights and our procedures regarding returns, refunds, cancellations, and exchanges.

1. Right to Cancel (14-Day Cooling-Off Period)

In accordance with the UK Consumer Contracts Regulations 2013, you have the statutory right to cancel your order and return goods within 14 days of receiving your item without giving any reason.

To exercise your right to cancel, you must inform us of your decision through a clear statement sent via email to royalpointuk@outlook.com prior to sending the item back.

2. Return Eligibility & Conditions

To be eligible for a return, your item must meet the following criteria:

  • The item must be returned within 14 days from the date you notified us of your intention to return.

  • The item must be unused, unworn, unwashed, and in the exact same condition that you received it.

  • The item must be in its original packaging with all tags, labels, and hygiene seals intact.

  • Proof of purchase (such as your order confirmation email or invoice) must be provided.

Non-returnable Items: For hygiene and safety reasons, certain goods cannot be returned once opened or worn, including:

  • Underwear, sleep shorts, and intimate apparel (unless faulty or unopened in original sealed packaging).

  • Personal care goods.

3. How to Initiate a Return

  1. Contact Us: Send an email to royalpointuk@outlook.com with your order number, the item(s) you wish to return, and the reason for the return.

  2. Receive Return Authorization: Our customer support team will provide you with the return authorization and instructions on where and how to send your package.

  3. Pack & Ship: Securely pack the item in its original packaging and dispatch it to our designated return address provided by customer support.

Note: Please do not send your purchase back to the manufacturer or address without prior authorization from our support team.

4. Return Shipping Costs

  • Change of Mind / Standard Returns: You will be responsible for paying your own shipping costs for returning your item. Return shipping costs are non-refundable.

  • Faulty, Damaged, or Incorrect Items: If you receive a defective, damaged, or incorrect item, please notify us immediately within 48 hours of delivery at royalpointuk@outlook.com with photos of the issue. In these cases, we will cover the return shipping costs or provide a prepaid return label.

We strongly recommend using a trackable shipping service or purchasing shipping insurance when returning items, as we cannot guarantee that we will receive your returned item.

5. Order Dispatch & Delivery Tracking

  • Order Processing & Tracking: Your tracking code will be sent to your registered email address within 48 hours following your purchase.

  • Delivery Timeframe: Standard delivery takes up to 15 days from the date of dispatch.

If you have not received your tracking code within 48 hours, or if your item has not arrived within the 15-day delivery window, please contact us at royalpointuk@outlook.com.

6. Inspection and Refund Process

Once your returned item is received and inspected by our quality assurance team:

  1. We will send you an email notifying you that we have received your returned item.

  2. We will notify you of the approval or rejection of your refund based on the condition of the returned item.

  3. If approved, your refund will be processed promptly. A credit will automatically be applied to your original method of payment (credit/debit card, Shopify Payments, etc.) within 14 days of us receiving the returned goods.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account or credit card statement again.

  2. Contact your bank or credit card company; it may take some time before your refund is officially posted.

  3. If you have completed all of these steps and still have not received your refund, please contact us at royalpointuk@outlook.com.

8. Exchanges

We only replace items if they are defective, damaged, or if you received the wrong size. If you need to exchange an item for the same model, please email us at royalpointuk@outlook.com.

9. Company & Contact Details

For all customer service inquiries, return requests, or questions regarding this policy, please reach out to us:

  • Trading Name: Royal Point

  • Operating Company: MAX INTERMEDIAÇÕES LIMITED

  • Company Number: 16852453

  • Registered Address: 90 YORK WY, POOLE, UNITED KINGDOM, N1 9AG

  • Email: royalpointuk@outlook.com

  • Telephone: +44 7386 261489