Wholesale Koyal Group Discounts and Promo Codes: Return Policy
We want you to enjoy your Koyal experience! If you are not 100% satisfied with your purchase, our Easy Returns policy allows you to return (most) products to us within 15 days of receipt for a full merchandise refund.
Once your return is received and inspected by our fulfillment center (usually within 3 business days), we will process the refund within 7 business days and a credit will be automatically applied to your credit card or original method of payment. Please note that it may take an additional 2 - 10 business day after your credit is applied for it to post to your account. Please also note that shipping is non-refundable. See below for further details and restrictions.
Returns and exchanges are not available for the following items:
- Vases, Personalized Products, Custom Products, Charger Plates, Feathers, Branches, Natural Products, Trees (all types), Spandex Items, Large Fabric Bolts, Candy, Edible Products, Wedding Sparklers, Sample Rose Petals, All disposable tableware (cutlery, plates, cups, napkins, etc), Cameras, open or used items, or items in poor condition.
- Returned products must be unused, in the condition you received them and in the original box and/or packaging. Customer is responsible for shipping fees.
- Please include packing list inside and please write your 6-digit order number on the outside of box.
- The products must be returned to us within 15 days of receiving them.
- Please use a tracking number on your returned package and make sure the products are well protected. Unfortunately, Koyal Wholesale is not responsible for items that do not reach our warehouse, or items that arrive broken or damaged.
- Shipping charges and rush charges cannot be refunded.
- A refund cannot be issued in the following circumstances: (i) If the returned products are not received in the same condition, (ii) if the return is not in the original packaging, (iii) if the weight of the box is different than what was originally shipped out, (iv) if the returned product is not eligible for returns and/or (v) if the products are returned after 15 days.
Our Easy Returns policy does not apply to international orders.
What do I do with damaged or defective products?
All claims for damaged, defective or missing product(s) must be filed with Koyal Wholesale within 7 business days of receiving your order. Please call our customer service department at 888-98-KOYAL or +1-951-734-3888 for international customers to initiate a claim.
Koyal Wholesale is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. We are ready to assist you in filing a claim with the appropriate party for missing packages and damaged products resulting from errors made by the shipping carrier. Please keep all products in their original packaging until the claim is settled.
What is your glassware policy?
Our vases are all hand blown, and may contain slight bubbles due to the manufacturing process. This is a natural occurrence in glass vases and is not considered a defect.
Our warehouse takes pride in packaging fragile products well to ensure you receive your goods in excellent quality condition. Please inspect all glassware within 48 hours of receiving goods. If you do encounter broken glassware in your shipment, please contact our customer service department immediately at 888-98-KOYAL during regular business hours to initiate a claim. All claims for damaged product(s) must be filed with Koyal Wholesale within 7 business days of receiving your order.
We want you to be 100% happy with your order, and we will work with you to replace or refund broken glassware. Unfortunately, we are not responsible for broken or damaged glassware after the 48 hour time frame of receiving the goods, even if the bill to and ship to addresses are different. Digital pictures may be required to verify broken or defective merchandise. Please note, replacements may not be available for certain vase styles. Please order glassware well in advance of your event date to ensure safe delivery of the products. As with any glass products, please treat all glassware with "common sense" care due to its fragile nature.
Please note, returns and exchanges are not available for all vase items.
Large vase orders may require Freight shipping. It is generally safer to ship via Freight, especially for fragile items such as glassware. A customer service representative will contact you if your order requires Freight shipping. A pallet form is required to be signed and submitted prior to Freight shipment.
What happens if I am missing an item?
If you believe an item is missing, you must notify us within 48 hours of receiving your order. We will then initiate an investigation, which typically takes 6-8 business days. If the item is missing, we will issue a refund or send a replacement at no cost to you.
How do I change or cancel my order?
Once your order is placed, it is immediately released for processing and shipment. Although we will do our best to accommodate changes and cancellations, we cannot guarantee that they can be made once the order has been placed. Please contact customer service at 888-98-KOYAL with any inquiries regarding changes or cancellations as soon as possible. Cancelation fees may apply.