Refund policy

Last updated: 6 August 2026

We want you to be completely satisfied with your Royal Notes purchase. This policy explains your rights and our procedures for returns, refunds and exchanges.

1. Your Right of Withdrawal (Standard Products)

In accordance with the EU Consumer Rights Directive (2011/83/EU) and Italian Consumer Code (D.Lgs. 206/2005), you have the right to withdraw from your purchase within 14 calendar days from the date you receive your order, without giving any reason.

How to exercise your right of withdrawal:

Contact us by any of the following means, stating your order number and your intention to withdraw:

The withdrawal is effective from the date you send your communication, regardless of when we receive it.

Conditions for return:

  • Products must be unused, in their original condition and with all original packaging.
  • You must return the Products within 14 days from the date you communicate your withdrawal.
  • Return shipping costs are at your expense.

Your refund:

We will refund the full amount paid, including the original standard shipping costs, within 14 days from the date we are informed of your decision to withdraw. We may withhold the refund until we have received the returned Products or you have provided proof of return shipment, whichever is earlier. The refund will be issued using the same payment method used for the original purchase.

2. Personalised Products

Products personalised with embossed initials, custom logos, or other customisations made to your specifications cannot be returned under the right of withdrawal, as they are made to your individual specifications pursuant to Article 59(c) of the Italian Consumer Code and Article 16(c) of Directive 2011/83/EU.

However, Personalised Products are fully covered in the following cases:

  • Defective product: manufacturing faults, damaged materials, binding defects.
  • Incorrect personalisation: wrong initials, misspelled text, incorrect placement — where the error is attributable to us.
  • Damaged in transit: the product arrived damaged due to shipping.
  • Product not as described: the product does not match the description on the Website.

In any of these cases, we will offer you a replacement or full refund at no additional cost, including return shipping. See Section 4 below.

3. Items That Cannot Be Returned

The following items are excluded from the right of withdrawal:

  • Personalised Products (unless defective, incorrect or damaged — see Section 2).
  • Products that have been used, written in, or are no longer in their original condition.
  • Products returned without original packaging.

4. Defective, Damaged or Incorrect Products

All Products, including Personalised Products, are covered by the EU legal guarantee of conformity for 2 years from delivery (Articles 128–135 of the Italian Consumer Code and Directive (EU) 2019/771).

If you receive a Product that is defective, damaged in transit, or does not conform to the description on the Website, please contact us within 2 months of discovering the issue:

Please include:

  • Your order number
  • A description of the issue
  • Photographs showing the defect or damage

We will respond within 5 working days. Depending on the issue, we will offer:

  • Replacement of the defective Product, free of charge including shipping.
  • Full refund, including return shipping costs, if replacement is not possible or preferred.

Return shipping for defective, damaged or incorrect products is always at our expense. We will provide a prepaid return label or arrange a collection.

5. Corporate Orders

Corporate orders (minimum 15 notebooks with custom logo) are subject to separate terms agreed at the time of order. Please contact info@royalnotes.it for details.

6. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

  • Check your bank account or payment provider — processing times vary.
  • Contact your bank or credit card company, as it may take several business days for the refund to appear.
  • If you have done both and still have not received the refund, contact us at info@royalnotes.it.

7. Online Dispute Resolution

If you are not satisfied with how we have handled your return or refund, you may use the European Commission's Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr.

8. Contact Us

Grafica Veneta S.p.A.
Via Malcanton 2, 35010 Trebaseleghe (PD), Italy
Email: info@royalnotes.it