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Return and
refund policy

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.


EXCHANGES

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

RETURNS

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.

REFUND POLICY

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.

ORDER CANCELLATIONS

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.

Shipping

 

We ship worldwide from our Kochi office.
Online orders are shipped within 7 business days via courier or speedpost depending on your shipping location. In the rare event of a delay in production of shipping, we shall notify you immediately.

 

Shipping in India is free, for other countries shipping charges will be specified on checkout.  This will be calculated based on the weight of each product. Import duty or tax costs will be invoiced to you directly from our courier partner, as applicable in your country.

 

Order Communication
You will receive order related emails in two stages. After placing an order, you will receive an e-mail acknowledgment. In the event of a problem in processing your order, you will receive an e-mail detailing the issue and possibly requesting further information This will be followed by another e-mail once we have verified your payment details and approved your order for shipping.
. A shipment email once the order is dispatched from our studio to your address. You will be able to track your order on the website of the relevant courier company through the tracking code in the second email. Please ensure someone is there at the given address to receive your order. Delivery will be attempted twice before the shipment is returned to our studio. There will be additional fees for further delivery attempts. Please note that we will be unable to schedule shipping for orders with incomplete address or wrong telephone number.
If you desire express shipping, please write to [email protected] with subject: EXPRESS SHIPPING, to inquire about the additional charges to your city

Order Cancellation
If you wish to cancel your order, write to us within 24 hours of placing the order at [email protected] Cancellation on orders are valid only up to 48 hours from placing the order.

Returns and Exchanges
Every product designed and crafted at ROUKA are made with a lot of care and love. Unevenness in colour & texture of print 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. You can see our size chart here before making a purchase. If you have any inquiries about size, fabric or fit, you can email our customer care at [email protected]

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 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. The cost of any exchange is to be borne by the customer. 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. 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. 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. We would require all original papers/bills to be returned with the product.
www.shoprouka.com reserves all rights to inspect the condition of the product before processing any exchanges. 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 aforementioned terms and conditions are met). All custom made orders  & sale items are non-exchangeable. If a piece is exchanged once, it cannot be exchanged the second time. Please note that not all products are
eligible for exchange. All made to order products are non returnable and non exchangeable. Products on offers or sale or discount are non exchangeable.  Please make it a point to understand which products are eligible for exchange / store credit before purchasing. 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 e chargeable. 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 after delivery. The cost for shipping the product back to us is to be borne by you. When we deliver your corrected pair,  www.shoprouka.com will take care of the shipping. Liability of of this courier is on you. Any loss or damage of couriers sent by you for exchange will not be our responsibility. The address to ship the product back would be Studio ROUKA, Opp State Bank of India,
Valanjambalam, Ravipuram road, Kochi-682016, Kerala, India.

Refunds
We do not offer refunds on orders due to the time and labor that goes into each product. Refunds are only processed based on fulfillment errors, such as incorrectly shipped or missing items. The amount will be refunded via the original mode of payment within one week of initiation.
Post 48 hours policy of refund & exchange do not apply. Goods once sold through the website can only be exchanged for replacement or a store credit if they meet our terms and conditions