Refund policy
Order Cancellations
- Window: Buyers can request a cancellation only before the order is processed for shipping.
- Conditions: Cancellation is a best-effort service and cannot be guaranteed once processing begins.
- Refund: If successfully cancelled before shipping, buyers will receive a full refund of the total amount paid (including remote area orders).
- Post-Shipping: If the order has already been processed, buyers must wait to receive the item and initiate a standard return or exchange.
30-Day Returns & Exchanges
A 30-day, no-questions-asked return window is offered on all products.
Personalised Products
Products with personalised engraving are not eligible for return or exchange once the engraving has been processed.
This exclusion does not affect claims for items that arrive damaged, are defective, or are incorrectly delivered. Such cases are handled under our replacement policy.
Acceptable Cases for Return
Our products can be returned in the following cases:
- For customer remorse: This happens when the customer purchased the wrong product, it doesn't fit, or they no longer want the item.
- For defective products: This happens when the product is incorrect, damaged by the carrier, or defective in another way.
Return Process & Conditions:
- Email sales@royalchessmall.com within 30 days of receipt for return instructions and approval.
- Do not ship items back without written confirmation and instructions from the support team.
- The buyer is responsible for making and paying for all return shipping arrangements.
Return Facility Locations: Once a return is approved, buyers must ship the item back to the designated regional warehouse based on their location and order date:
| Customer Location | Designated Return Warehouse | Order Date Validity |
| North America | USA Warehouse | Valid for orders placed after June 20, 2022 |
| United Kingdom & Ireland | UK Warehouse | Valid for orders placed after July 30, 2023 |
| Continental Europe | Germany Warehouse | Valid for orders placed after December 26, 2024 |
| Rest of the World | India Warehouse | N/A |
Free Replacements
Replacements are provided at no extra cost if an item arrives damaged, has a manufacturing defect, or if the incorrect item is delivered.
Replacement Timeframes: To qualify, buyers must email sales@royalchessmall.com with the Order Number and the reason for the replacement request within the following stipulated timeframes:
| Issue Type | Notification Window |
| Damage in Transit | Within 48 hours of receipt |
| Manufacturing Defect: Chess Boards, Boxes, Travel Sets | Within 6 months of receipt |
| Manufacturing Defect: Chess Pieces | Within 3 years of receipt |
Note: The support team is not responsible for any items sent for return or replacement without prior confirmation.
Refund & Store Credit Policy
All refunds will be processed within 7 to 10 days of Return Inspection and Refund Approval via Bank Transfer or PayPal. Refund amounts are determined by the specific scenario:
- Buyer-Initiated Returns: A refund will be issued minus any shipping upgrades purchased by the buyer, the original shipping costs paid by the company (applicable to "Free Shipping" orders), and any import duties/taxes Royal Chess Mall paid to the government of the importing country.
- Unavailability of Items: If an item cannot be shipped from existing stock, a suitable alternative may be suggested. If not acceptable to buyer a 100% refund shall be issued to the buyer.
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Defective Products (Unreplaceable): If a product is defective but a replacement cannot be manufactured, the company may, at its sole discretion, issue a suitable refund or store credit to the buyer's account.