Refund policy

At The Royal Jackets, we want you to shop with confidence. We accept eligible returns and exchanges in accordance with the conditions below.

30-Day Return & Exchange Window

Customers may request a return or exchange for eligible standard-size jackets within 30 calendar days of delivery, including for incorrect size selection, change of mind, or personal preference.

To initiate a return or exchange, please contact our support team at support@theroyaljackets.com with your order number and reason for the request.

Our team will provide return instructions and the applicable return address. Please contact us before shipping any return.

Nothing in this policy restricts any mandatory consumer cancellation or return rights.

Return Conditions

For a voluntary return or exchange, the jacket must meet the following conditions:

Unworn and unused, except for reasonable inspection or trying on for size and fit
Unwashed and unaltered
Original tags attached, where applicable
Free from customer-caused damage, stains, odors, or signs of use beyond reasonable inspection
Returned with original packaging where reasonably possible

Items that do not meet these conditions may be ineligible for voluntary returns or exchanges, subject to applicable consumer protection laws.

Missing original packaging alone does not automatically remove statutory consumer rights.

Standard-Size & Made-to-Order Jackets

Most of our jackets are produced after an order is confirmed.

Eligible standard-size jackets remain covered by our 30-day return and exchange policy, even when made to order.

Customers may request an exchange for another standard size, subject to availability.

Custom-Size & Personalised Jackets

Products made according to individual customer measurements, personalised designs, or other genuinely customised specifications are generally not eligible for voluntary returns, exchanges, or refunds due to change of mind.

This exclusion does not apply to defective, damaged, incorrect, or materially misdescribed products, or where applicable law provides additional rights.

Return Destination

Approved returns must be sent to our designated return address in the United Kingdom.

To initiate a return, please contact support@theroyaljackets.com with your order number and reason for the return.

Our customer support team will provide the complete UK return address and shipping instructions after reviewing your request.

Please do not send any items without first contacting our support team.

Our registered business office is not our designated return address.

Return Shipping Costs

For returns or exchanges due to incorrect size selection, change of mind, or personal preference, the customer is responsible for arranging and paying return shipping directly to their chosen courier or postal service.

Return shipping charges depend on the customer's location, parcel weight, courier, and selected delivery service. International return shipping charges may apply.

We do not normally provide prepaid return labels for customer-initiated returns.

For verified defective, damaged, or incorrectly supplied products caused by our error, The Royal Jackets will cover reasonable return shipping costs or arrange an appropriate return solution.

We do not charge a separate restocking fee for eligible returns.

Damaged, Defective & Incorrect Products

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 72 hours of delivery.

Please include your order number and relevant photographs or other reasonable evidence.

The 72-hour reporting period is a recommendation and does not remove statutory consumer rights.

Where a claim is verified, we will provide an appropriate repair, replacement, exchange, or refund in accordance with applicable law.

Minor natural variations in leather grain, texture, or color are not automatically defects. However, all products must conform to their descriptions and applicable quality requirements.

Refunds

For eligible voluntary returns, refunds will be initiated after the returned product has been received and inspected.

Approved refunds will be issued to the original card or payment method within 7 business days of approval, unless applicable law requires an earlier refund or different procedure.

After a refund is issued, Shopify Payments and the customer's bank may take up to 10 additional business days to return the funds to the original payment method. The total refund timeframe may be approximately 17 business days after approval, subject to applicable consumer rights.

Where applicable law requires a refund before inspection, reimbursement of standard outbound delivery charges, or another statutory remedy, those legal requirements will take precedence.

Customs duties, import taxes, and third-party charges are generally not refundable by us unless required by applicable law.

Order Cancellations

Please contact us as soon as possible if you wish to cancel an order.

We aim to accommodate cancellation requests submitted within 48 hours of purchase, particularly before production begins.

However, the 48-hour time frame does not limit any statutory cancellation rights that apply to standard-size products.

For genuinely personalised or custom-made products, different cancellation rules may apply where legally permitted and disclosed before purchase.

We will not impose undisclosed production deductions or cancellation fees contrary to applicable consumer protection laws.

Statutory Consumer Rights

Nothing in this policy excludes or limits any mandatory consumer rights, including applicable distance-selling cancellation rights and remedies for defective, misdescribed, or undelivered products.

Where applicable law provides more favourable rights than this policy, those rights will apply.