RegalCook General Item Return Policy
Date of Last Revision: 25 May 2018
If your product arrives damaged or is not working, you can return it to us within 14 days after delivery or 30 days after shipment in case the delivery date is not traceable. If your order has been shipped to Brazil or Russia, you can send it back to us within 40 days after shipment. You will receive an e-mail containing the shipment date and other details of your order after it has been shipped. Some products have different policies or requirements associated with them.
We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:
Note: This clause does not include products of a category with specific warranty terms as well as damages caused by incorrect usage of a product.
– Photos of the front and the back of the package or box;
– Partial shipment slips (if applicable);
– Photo or video of the defective item;
– Photo or video and a detailed description of the problem;
Upon being returned, the defective item will be refunded or replaced for free. Return shipping fees are paid by the customer.
After receiving the defective item, we will forward it to our repair center.
Return incorrect item received
If the item you have received differs completely from the one you ordered, please do not hesitate to contact our customer service and to provide us with the following proofs:
Photos or a video of the incorrect item;
– Photos or a video showing the problem occurred with this product;
Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy. If a return is necessary, please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition you received it in. For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.
Return unsatisfactory products
If you are not satisfied with your purchase, you can return a product within 14 days after delivery to receive a replacement or a refund of its price minus the shipping fees. Return shipping fees are paid by the customer.
Please ensure to return the item with its original packaging and accessories in the same condition as when you received it.
How can I return the defective item to RegalCook?
Please contact us before returning a defective item in order to receive the return shipping address and other instructions.
Below are some further suggestions and important reminders:
– Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;
– After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
– Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer’s expense;
– You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request;
– If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones;
– We can arrange a refund or a replacement of the product after receiving the defective item;
– Please place a note inside the return package by including the following details (this will accelerate your return request):
a) Your order number;
b) The product ID or name and the quantity;
c) A short description of the problem occurred with this product;
RegalCook reserves the right to make changes and/or improvements to this policy.