Complaints & Returns

At Rojal Armory, our commitment to providing exceptional customer service

goes hand in hand with our dedication to delivering high-quality arms and sporting goods. We understand that your satisfaction is of utmost importance, and we strive to ensure a seamless experience when it comes to complaints and returns. With a strong emphasis on transparency, fairness, and open communication, we have developed this policy to outline the steps and procedures involved in addressing any concerns you may have regarding our products. You can trust that we will work diligently to resolve any issues promptly, keeping your best interests at heart. Please review our comprehensive policy below for a clear understanding of how we handle complaints and returns at Rojal Armory.

1. Product Complaints

If you find a defect in a product at the time of delivery, please follow these steps:

  • Notify our delivery personnel immediately and make a note of the defect on the delivery receipt.
  • Contact our customer support team within 14 days from the date of delivery to report the issue.
  • Provide detailed information about the defect you observed.
  • Our customer support team will guide you on the next steps to resolve the complaint efficiently.
  • We may request additional information, such as photographs or videos, to better understand the issue.
  • Once we have assessed the complaint, we will provide you with a resolution, which may include repair, replacement, or refund.

2. Returns and Refunds

We accept returns and provide refunds under the following conditions:

  • Eligibility: You have the right to return the goods without giving any reason within 14 days from the date of delivery. However, the item must be unused, in its original packaging, and in the same condition as when you received it.
  • Return Process:
    • Contact our customer support team to initiate the return process.
    • Pack the item securely, including all original accessories and documentation, and ship it to the provided address. The shipping cost for returns is paid by the customer.
  • Refund: Once we receive and inspect the returned item, we will notify you of the status of your refund. If approved, the refund will be processed using the original payment method within 14 days.
  • Non-Refundable Items: Certain items are non-refundable, including (ammunition, ...).

3. Exchanges

If you would like to exchange a product for a different variant or model, please follow the return process mentioned above and indicate your preference for an exchange. Our customer support team will assist you in finding the right product and guide you through the exchange process.

4. Warranty Period

We provide a warranty for our products as follows:

  • Typically, our products come with a warranty period of 12 months from the date of purchase.
  • However, some products may have an extended warranty period, which will be clearly stated on the product page or accompanying documentation.
  • If the item is second-hand, it usually comes with a warranty of 3 months from the date of purchase.

5. Damaged or Defective Products

We take utmost care in packaging and handling our products to ensure they reach you in perfect condition. However, in the rare event that you receive a damaged or defective product, please follow these steps:

  • Packaging Inspection: Upon delivery, we kindly request you to inspect the packaging for any signs of damage. If you notice any external damage to the packaging, please make a note of it on the delivery receipt or inform the delivery personnel.

  • File a Complaint with the Delivery Company: In case of packaging damage, we recommend filing a complaint directly with the delivery company. This will help initiate an investigation and streamline the process of resolving any issues caused during transit.

  • Product Inspection: After accepting the delivery, carefully inspect the product itself for any damages or defects. If you discover any issues, please notify our customer support team immediately.

  • Contact Customer Support: Contact our customer support team as soon as possible to report the damaged or defective product. Provide detailed information about the issue and, if possible, include supporting photographs or videos. Our team will guide you on the next steps to resolve the issue efficiently.

  • Return Process: If the product needs to be returned, our customer support team will provide you with instructions and assist you throughout the return process. We may arrange for a pickup or request you to ship the item back to us, depending on the specific case.

  • Resolution Options: Once we receive and inspect the returned item, we will assess the damage or defect. Depending on the nature of the issue and product availability, we will provide you with an appropriate resolution, such as a replacement, repair, or refund.

It is essential to thoroughly inspect both the packaging and the product upon delivery to ensure any necessary actions can be taken promptly. Our customer support team is ready to assist you in resolving any concerns or issues you may have.

Note: In cases of damaged packaging, it is crucial to file a complaint with the delivery company, as they are responsible for the safe transportation of the package. This will help us collaborate with the delivery company to investigate the matter and expedite the resolution.

6. Exceptions

Please note the following exceptions to our complaints and returns policy:

  • Legal Compliance: We fully comply with all applicable laws and regulations related to the sale of arms and sporting goods. Certain products may have specific restrictions or requirements for returns, repairs, or replacements, as dictated by law. We encourage you to familiarize yourself with any applicable regulations pertaining to the specific product you intend to purchase.

  • Clearance or Sale Items: Clearance or sale items are sold as-is and are generally non-returnable unless they are damaged or defective. Please carefully review the product description and condition before making a purchase decision.

  • Second-Hand Items: Second-hand items are subject to specific warranty terms. Typically, second-hand items carry a warranty period of 3 months from the date of purchase. Please refer to the product description or contact our customer support team for more information on the warranty coverage for second-hand items.

Please ensure that you review and understand any specific terms and conditions associated with a particular product, as they may vary based on legal requirements, clearance status, or the nature of second-hand items.

For any further inquiries or assistance regarding complaints and returns, please do not hesitate to contact our dedicated customer support team. We are committed to ensuring your satisfaction and resolving any issues promptly and professionally.

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