Refund policy

Last updated: October 25, 2026

Thank you for shopping with RagRoyale! We want you and your cat to be happy with your purchase. If something isn't quite right, we're here to help.

Please review our return and refund policy below.

1. 30-Day Returns

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be in good condition, clean, undamaged, and returned with its original packaging and any included accessories.

We understand that you may want to gently try a product before deciding whether it's right for you and your cat. Lightly tested items may be accepted for return, provided they remain clean, undamaged, and suitable for return.

Items showing excessive use, significant wear, damage caused by misuse, or hygiene concerns may not qualify for a voluntary return.

You will also need your order number or other proof of purchase.

This 30-day return policy is in addition to, and does not limit, any rights you may have under applicable consumer protection laws.

2. How to Start a Return

To request a return, please contact us at info@ragroyale.com within 30 days of receiving your order.

Please include your order number and a brief explanation of why you'd like to return the item.

Our team will review your request and provide instructions, including the appropriate return address.

Please do not send items back without contacting us first, as returns sent to an incorrect address may not reach our returns facility.

3. Return Shipping Costs

For standard returns due to a change of mind, ordering the wrong item, or no longer needing the product, customers are responsible for the cost of return shipping.

We do not charge restocking fees.

If your item arrives damaged, defective, or incorrect, we will arrange an appropriate resolution at no additional cost to you, in accordance with applicable consumer protection laws.

We recommend using a tracked shipping service for returns, as this helps confirm that your package has been sent and delivered.

4. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us at info@ragroyale.com as soon as reasonably possible.

Please include your order number, a description of the issue, and photos or a short video if available.

We will review the situation and work with you to arrange an appropriate solution, which may include a replacement, repair, or refund, depending on the circumstances and your rights under applicable law.

Please do not return a damaged or defective item unless we have provided return instructions.

5. Non-Returnable Items

For voluntary returns under our 30-day policy, we may be unable to accept items that:

• Have been excessively used or significantly worn.
• Have been damaged through misuse or improper handling.
• Cannot be adequately cleaned or returned in a hygienic condition.
• Are missing essential parts or accessories.

Any decision regarding voluntary return eligibility will take into account the item's condition and the circumstances of the request.

These conditions do not exclude or restrict statutory withdrawal rights or rights relating to defective or non-conforming products.

6. Exchanges

If you'd like to exchange an item, please contact us at info@ragroyale.com before returning it.

Exchange requests are reviewed individually and depend on product availability and the circumstances of your request.

If an exchange is not possible, we will discuss the available alternatives, including a return and refund where eligible.

Your statutory consumer rights remain unaffected.

7. Order Cancellations

If you need to cancel your order, please contact us as soon as possible at info@ragroyale.com.

We can generally cancel an order and issue a full refund if it has not yet been shipped.

Once an order has been shipped, cancellation may no longer be possible through our standard order-processing system. However, you may still be eligible to return the item under our 30-day return policy or exercise any applicable statutory cancellation or withdrawal rights.

8. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome of your return request.

If your refund is approved, we will process it to your original payment method within 10 business days, subject to any shorter deadlines required by applicable law.

Your bank or payment provider may require additional time to make the funds available in your account.

For voluntary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by law.

Where a refund is required under applicable consumer protection laws, we will refund the amounts required by those laws.

9. Late or Missing Refunds

If you haven't received your refund after it has been processed, we recommend checking your bank account and contacting your payment provider, as processing times may vary.

If you still need assistance, please contact us at info@ragroyale.com and we'll be happy to help.

10. EU Right of Withdrawal

If you are a consumer entitled to the statutory right of withdrawal under applicable European Union law, you generally have the right to withdraw from a distance sales contract within 14 days without giving any reason.

The withdrawal period generally expires 14 days after the day you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, please notify us at info@ragroyale.com with a clear statement of your decision to withdraw from the contract. You may also use the model withdrawal form provided below, but its use is not mandatory.

You must send the goods back within 14 days after notifying us of your withdrawal. We will provide the appropriate return address and instructions.

You are responsible for the direct cost of returning the goods unless otherwise required by law.

We will reimburse all payments received from you, including the cost of standard outbound delivery where required by law, without undue delay and no later than 14 days after being informed of your decision to withdraw.

We may withhold reimbursement until we have received the goods or you have supplied evidence of having sent them back, whichever occurs first.

Reimbursement will be made using the same payment method used for the original transaction, unless you expressly agree otherwise, and without additional refund fees.

You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Any statutory exceptions to the right of withdrawal apply only where the relevant legal requirements are met.

These rights apply where EU consumer protection law governs the transaction, regardless of any additional voluntary return conditions described above.

Model Withdrawal Form

To: KG Nexus, spletna prodaja in druge storitve, d.o.o.

Email: info@ragroyale.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:

Ordered on / received on:

Consumer's name:

Consumer's address:

Date:

Signature (only if submitted on paper):

11. Contact Us

If you have any questions about returns, refunds, exchanges, or cancellations, we're always happy to help.

Email: info@ragroyale.com

For our full business and contact details, please visit our Contact Information page.