Refund and Returns Policy

Effective Date: December 31, 2024

At RoyalHato.com, we strive to provide you with the highest quality mountain bikes and accessories. If you are not fully satisfied with your purchase, our Refund and Returns Policy ensures that you can return or exchange products under certain conditions.

1. Return Eligibility

You may return an item if:

  • The product is unused and in its original packaging.
  • The return request is made within 30 days from the date of purchase.
  • The product is in resalable condition (i.e., no scratches, damage, or wear).

2. Non-Returnable Items

Certain items are non-returnable, including:

  • Custom-built bikes or personalized accessories.
  • Items marked as final sale or clearance.
  • Opened or used products that cannot be resold.

3. Return Process

To initiate a return:

  1. Contact Us: Reach out to our customer service team at info@royalhato.com with your order number and reason for return.
  2. Return Authorization: You will receive a Return Authorization (RA) number and instructions on how to return the product.
  3. Shipping the Item Back: Ship the item back to us using a trackable shipping service. You are responsible for the return shipping costs, unless the product is defective or incorrect.

4. Refunds

Once we receive and inspect the returned item, we will process your refund within 5-7 business days. The refund will be issued to the original payment method used for the purchase.

  • Restocking Fees: We may charge a restocking fee for returns that do not meet the conditions outlined in this policy.
  • Damaged or Defective Products: If the product is damaged or defective, we will issue a full refund or replacement, including return shipping costs.

5. Exchanges

If you wish to exchange an item, we recommend initiating a return and then placing a new order. We cannot guarantee that the product you want to exchange for will be available when the return is processed.

6. Lost or Damaged Returns

We are not responsible for items lost or damaged during return shipping. We recommend using a carrier that provides tracking and insurance for your return.

7. Processing Time

Returns are typically processed within 5-7 business days from receipt of the returned item. You will receive an email notification when your return has been processed, and your refund has been issued.

8. Cancellation Policy

If you wish to cancel your order, please contact us immediately. We can only cancel an order if it has not yet been shipped. Once an item is shipped, it must be returned according to the Return Policy.

9. Exchanges for Defective or Incorrect Items

If you received an incorrect or defective product, we will cover the return shipping costs and offer a full refund or exchange.

10. Contact Us

For any questions or concerns about returns or refunds, please contact our customer service team at: