Last updated: October 6, 2026
At ROYY, we want you to be satisfied with your purchase. If you would like to cancel your order, exercise your statutory right of withdrawal, or return a product, please read the following information.
This policy applies to purchases made via the ROYY online shop and does not limit any mandatory consumer rights to which you are entitled under applicable law.
1. Right of withdrawal
If you are a consumer in the European Union, you generally have the statutory right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period begins on the day on which you or a third party named by you, who is not the carrier, receives the goods.
If your order is delivered in multiple partial shipments, the withdrawal period begins upon receipt of the last item of the order.
To exercise your right of withdrawal, you must clearly inform us of your decision to withdraw from the purchase before the withdrawal period expires.
You can reach us at:
ROYY
Email: info@royy.eu
You may also use the withdrawal form provided on our website.
2. Conditions for returns
Products returned under the statutory right of withdrawal must be handled with reasonable care.
You may only inspect the product to the extent necessary to determine its nature, characteristics, and functionality.
To the extent permitted by law, ROYY may claim compensation for any loss in value resulting from handling the product in a way that goes beyond necessary inspection.
Special hygiene requirements may apply to cosmetics and skincare products, as described below.
3. Sealed cosmetic products and hygiene exceptions
For health and hygiene reasons, the statutory right of withdrawal may be excluded for sealed cosmetic products if the seal has been removed after delivery or the product has been opened, provided that the legal requirements for this exclusion are met.
For ROYY skincare products, you should therefore leave the seal intact and keep the product unopened if you wish to exercise your statutory right of withdrawal.
Your statutory rights regarding defective, damaged, incorrectly delivered, or non-conforming products remain unaffected.
4. Products excluded from returns
Subject to mandatory statutory consumer rights, the following products may be excluded from returns or withdrawal:
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Sealed cosmetic or skincare products whose seal has been removed or which have been opened, provided that the statutory hygiene exclusion applies
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Products damaged after delivery due to improper handling
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Products that are expressly excluded from the statutory right of withdrawal under applicable law
Statutory rights regarding defective, damaged, incorrectly delivered, or non-conforming products remain unaffected.
5. Exercising withdrawal or requesting a return
To exercise your statutory right of withdrawal or to request a return, please contact us at:
Please provide the following information:
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Your full name
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Your order number
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The affected product(s)
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The order date
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The date you received the order
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A clear statement that you wish to withdraw from the purchase
You do not need to provide a reason for exercising your statutory right of withdrawal.
We will provide you with the necessary return instructions and information where applicable.
Please do not return any product before you have followed the return instructions from ROYY.
6. Return address
For approved returns, ROYY will inform you of the correct return address and return instructions.
Please do not send products to any address other than the return address communicated by ROYY, as this may delay the processing of your return.
7. Return shipping costs
Unless otherwise prescribed by applicable law, the customer shall bear the direct costs of returning the goods when exercising their statutory right of withdrawal.
This does not apply if:
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The product is defective or damaged;
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An incorrect product was delivered;
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ROYY has agreed to cover the return costs; or
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ROYY is obligated to cover the return costs under applicable law.
If a product was defective, damaged, or incorrectly delivered, please contact us at info@royy.eu before returning it.
8. Damaged, defective, or incorrectly delivered orders
If your order arrives damaged, defective, or incorrect, please contact us at:
Please send us the following information:
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Your order number
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A description of the issue
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Photos of the product
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If applicable, photos of the packaging
We will investigate the matter and inform you of the appropriate next steps.
Your statutory rights regarding defective or non-conforming goods remain unaffected by this policy.
9. Refunds
If you effectively exercise your statutory right of withdrawal, ROYY will refund the payments received from you in accordance with applicable legal provisions.
This generally includes:
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The purchase price of the returned product(s)
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The standard delivery costs originally paid by you
Additional costs resulting from your choice of a more expensive delivery method than the standard delivery offered do not have to be refunded to the extent permitted by applicable law.
Refunds are generally issued via the same payment method you used for the original transaction, unless otherwise expressly agreed with you.
In the case of a statutory withdrawal, the refund is generally made immediately and no later than 14 days after receipt of your withdrawal notice.
To the extent permitted by law, ROYY may withhold the refund until we have received the returned goods or you have provided proof of return, whichever occurs earlier.
10. Partial refunds and loss of value
If a product has been handled beyond what is necessary to determine its nature, characteristics, and functionality, ROYY may, in accordance with applicable law, deduct an amount corresponding to the resulting loss in value.
Your statutory rights remain unaffected if the product is defective, damaged, or otherwise non-conforming.
11. Pending refunds
If you have received notification that your refund has been processed, but the amount has not yet appeared in your account:
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Check your original payment method.
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Contact your bank or payment provider, as processing times may vary.
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If the refund is still outstanding, contact us at info@royy.eu
Please include your order number so that we can assist you as quickly as possible.
12. Exchanges
ROYY does not currently offer direct product exchanges.
If you wish to purchase a different product, you may return the original product, provided that a return or withdrawal is legally permissible, and then place a new order.
Your statutory rights regarding defective or non-conforming products remain unaffected.
13. Order cancellations
You may request to cancel your order before it has been processed or shipped.
Cancellation requests should be submitted as soon as possible via the appropriate function in your customer account or within your order, or via email to the following address:
If the order has already been processed or shipped, cancellation before delivery may no longer be possible. In this case, you may be able to exercise your statutory right of withdrawal.
ROYY's cancellation and return procedures do not limit your statutory consumer rights.
14. Statutory consumer rights
This return and refund policy is not intended to exclude, restrict, or limit any mandatory rights to which you are entitled under applicable consumer protection law.
In particular, consumers in the European Union retain their statutory rights regarding:
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The 14-day right of withdrawal for distance contracts, where applicable
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Defective or non-conforming products
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Incorrect or damaged deliveries
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Other mandatory consumer rights
15. Withdrawal form
You may exercise your right of withdrawal by clearly informing us of your decision.
For convenience, ROYY also provides a separate withdrawal form that you can use to submit your withdrawal.
The form can be found on our website at:
Withdrawal form
Use of the form is voluntary. You can also contact us directly at info@royy.eu and provide the required information.
16. Contact
If you have questions about cancellations, returns, refunds, or your statutory right of withdrawal, please contact us:
ROYY / Marius Visser
Dr.-Winter-Straße 9
31787 Hameln
Germany
Email: info@royy.eu