Refund policy
RETURN, EXCHANGE, AND REFUND POLICY
At AC ROYAL, our main goal is for you to be satisfied with our products. However, if for any reason you are not satisfied, you have 14 calendar days from the date of receipt of your order to return the product.
To initiate the return process, you must notify us through our email address acroyal.cuentas@gmail.com, indicating the order number and date, and we will respond with instructions on how to proceed.
Once the return decision has been communicated, the product must be returned to our facilities within a maximum of 7 calendar days, and the customer will be responsible for the shipping costs incurred.
For a return to be accepted, the products must be accompanied by the purchase receipt and be in perfect condition, unused, unrepaired, with their labels and original packaging, and must not be damaged beyond simple opening.
Refund: Upon receipt of the product, we will review, verify, and validate the item. Once the return of the product is accepted, the amount will be refunded to the original payment method within 5 to 7 business days.
Exchanges: We will only replace items that the customer has received in poor condition, are defective, or damaged, with one identical to the one purchased. The return deadlines are the same as for returns: 14 calendar days from the date of receipt of the order to notify us of the exchange request and 7 calendar days from the notification to send it to our facilities. Contact us at acroyal.cuentas@gmail.com for precise instructions on how to proceed with the exchange.
Exchanges and returns are not accepted in the following cases:
- Custom-made items: Products manufactured specifically at the customer's request.
- Personalized/modified items: Those that have been modified according to the customer's specifications (e.g., engravings, size adjustments such as shrinking or enlarging).
- Items for hygiene reasons: Piercings and earrings.
AC ROYAL reserves the right to reject returns made outside the established timeframe, if the products are not in the same condition as when they were sent, or if they do not meet our return conditions.