Royal Import & Export Ltd. takes pride in the quality of the products and services we provide. Customers are responsible for inspecting all goods upon delivery and notifying Royal Import & Export Ltd. promptly of any concerns or discrepancies. Except as expressly provided herein, all sales are final, and Royal Import & Export Ltd. does not guarantee product sell-through, resale performance, or customer demand.
Inspection & Reporting Requirements
Customers must inspect all shipments immediately upon delivery. Any claims relating to shortages, physical damage, exposure damage, incorrect product shipped, short-dated product, expired product, or other delivery discrepancies must be reported to Royal Import & Export Ltd. within five (5) days of receipt of goods.
Failure to report such issues within the required timeframe shall constitute acceptance of the goods as delivered and invoiced.
Customers are solely responsible for ensuring that all temperature-sensitive and perishable products are immediately transferred to appropriate refrigerated, frozen, or otherwise suitable storage conditions upon delivery. Royal Import & Export Ltd. shall not be responsible for product deterioration, spoilage, or damage resulting from improper storage, handling, or environmental exposure after delivery.
Credits & Adjustments
Approved claims shall generally be resolved through the issuance of an account credit unless otherwise determined by Royal Import & Export Ltd.
Approved credits shall be issued based on the original invoiced purchase price of the affected goods.
For products identified as short-dated but otherwise saleable, Royal Import & Export Ltd. may, following review, offer a discounted price adjustment in lieu of return or full credit.
For certain bulk cheese products intended for customer-side cutting, repackaging, or processing, credits relating to quality concerns may be limited to the portion deemed materially unsaleable by Royal Import & Export Ltd.
No deductions, chargebacks, offsets, withheld payments, or unilateral account adjustments by the customer shall be permitted without prior written authorization and a valid authorized credit note issued by Royal Import & Export Ltd.
Product Returns
Except for products determined by Royal Import & Export Ltd. to have a verified delivery, quality, or fulfillment issue, products may only be returned with prior authorization.
Eligible products, excluding special-order and pre-book items, may be returned within five (5) days of receipt provided that:
the product remains unopened,
the product is in original condition and packaging,
and the return has been approved in advance by Royal Import & Export Ltd.
Partial case returns shall not be accepted.
Returns not resulting from a verified delivery error, product defect, or quality issue shall be subject to:
a 15% restocking fee,
all applicable return shipping charges,
and inspection upon receipt.
Royal Import & Export Ltd. reserves the right to refuse any return that does not comply with this policy.
Perishable Products
Claims relating to perishable products reported after the five (5) day reporting period but prior to the product’s stated best before date may be reviewed on a case-by-case basis.
Any credit, replacement, or adjustment relating to perishable products shall be granted following review of the circumstances, storage conditions, handling practices, and any other relevant factors.
Return Authorization Procedure
All requests for returns, credits, or adjustments must be submitted by email to returns@royalimport.ca with all relevant supporting information.
Royal Import & Export Ltd. reserves the right to request photographs, lot numbers, product samples, or return of goods prior to approving any claim.
Special Orders & Pre-Book Products
Special-order and pre-book products are final sale and may not be cancelled, returned, or credited except where:
damage is clearly noted at the time of delivery,
or a verified product quality issue renders the product materially unsaleable.
Additional conditions relating to special-order and pre-book items may apply pursuant to Royal Import & Export Ltd.’s Special Order Policy.
Limitation of Liability
Royal Import & Export Ltd.’s liability for any claim relating to goods supplied shall be limited to the original purchase price of the affected product.
Under no circumstances shall Royal Import & Export Ltd. be liable for any indirect, incidental, special, consequential, punitive, or economic damages, including but not limited to lost profits, lost sales, business interruption, spoilage, labour costs, or reputational damages arising from the sale, delivery, use, or inability to use any product supplied.
Governing Law
These Terms & Conditions and all transactions with Royal Import & Export Ltd. shall be governed by and interpreted in accordance with the laws of the Province of Alberta and the federal laws of Canada applicable therein.