RETURNS, EXCHANGES, CANCELLATIONS AND REFUND
Every product designed and crafted at ROUKA are made with a lot of care and love. Unevenness in colour & texture is not a fault but a beautiful characteristic of natural processes.
Any purchase can be exchanged for a different size. In case the size is not available, we shall provide you a store credit valid for three months. Please do see our size chart while choosing your product before making a purchase. If you have any enquiries about size, fabric or fit, you can email our customer care at [email protected]
Goods once sold through the website can only be exchanged for replacement or a store credit if they meet our terms and conditions
All orders go through a stringent quality check before shipping. However, in the off chance that you have received a damaged product, please notify us at [email protected] within 3 days of receiving the order about your intent to exchange. Any pictures attached would speed up the process. Clothing sent to us without a prior email will not be accepted. You will hear from us within 24 working hours after we receive the mail. Once you hear back from us, and we agree on the exchange, please ship out the piece to the address below.
STUDIO ROUKA, Opp State Bank of India, Valanjambalam, Ravipuram road, Kochi-682016, Kerala, India. Ph: 0484 2358783
TERMS OF EXCHANGE AND RETURNS
The cost of any exchange is to be borne by the customer. ROUKA is not responsible for shipping costs that may incur regarding the return of a product. Please note that we will not refund any additional duties, taxes, or any additional charges, that may incur. Any loss or damage of couriers sent by you for exchange will not be our responsibility. When we deliver your corrected pair, ROUKA will take care of the shipping
Please ensure that the product is in its original condition and packaging. Item(s) which show signs of wear and/or being worn before will not be eligible for exchanges. The ROUKA team holds the right to not accept returns in case the product is used or damaged by the customer.
Product replacement or exchange will take the same delivery time of the original product or the exchanged product. Products eligible for replacement or exchange should reach back to us within 7 days of delivery.
We would require all original papers/bills to be returned with the product.
ROUKA reserves all rights to inspect the condition of the product before processing any exchanges.
Please note that not all products are eligible for exchange. All custom made orders & sale items are non- exchangeable and non refundable. Please make it a point to understand which products are eligible for exchange / store credit before purchasing
If a piece is exchanged once, it cannot be exchanged the second time.
As a company policy we do not provide refund on any product sold. Once the pieces are sold they can be exchanged for replacement or a credit note provided the mentioned terms and conditions are met.
Store credit is will be given in terms of a special coupon of the same value, for one time use only.
The difference in cost of the exchanged product will be chargeable.
Refunds are only processed based on fulfillment errors, such as incorrectly shipped, damaged or missing items.
The amount will be refunded within one week of approval from our end.
Post 48 hours of placing the order, an order cannot be cancelled and the amount will not be refunded to the customer.
If you wish to cancel an order within 48 hours of placing an order, please send an email to [email protected]. The refunds for the cancelled orders would be processed as per the refund policy.