REFUND & CANCELLATION POLICY
Effective Date: 1 June 2026
At Rare Penguin Haute Couture, every product is carefully curated from independent designers and luxury brands to ensure exceptional craftsmanship and quality. As many of the products available on our Platform are handcrafted, made-to-order, or produced in limited quantities, our cancellation, return, exchange, and refund policies differ from those of conventional retail stores.
This Refund & Cancellation Policy forms an integral part of our Terms & Conditions. By placing an order through the Platform, you acknowledge that you have read, understood, and agreed to this Policy.
1. Order Cancellation
Customers may request cancellation of an order before the order enters production or is dispatched, whichever occurs first.
Cancellation requests are subject to review and approval by Rare Penguin Haute Couture and the respective Designer.
Orders may not be eligible for cancellation once:
- production or tailoring has commenced;
- the Designer has begun processing the order;
- customisation or alterations have been initiated;
- the order has been packed for dispatch; or
- the product has been shipped.
Cancellation requests may be submitted by contacting our Customer Support team with your order details.
2. Cancellation by Rare Penguin
Rare Penguin Haute Couture reserves the right to cancel an order, in whole or in part, under circumstances including but not limited to:
- product unavailability;
- inventory discrepancies;
- pricing or technical errors;
- payment authorisation failure;
- suspected fraudulent activity;
- inability to verify customer information;
- restrictions imposed by law or regulatory authorities; or
- circumstances beyond our reasonable control.
Where payment has already been received for a cancelled order, the applicable amount shall be refunded to the original payment method within a reasonable period, subject to the timelines of the respective payment service provider.
3. Made-to-Order, Customised and Personalised Products
Many products available on Rare Penguin Haute Couture are created specifically after an order is placed.
These may include:
- made-to-order garments;
- customised designs;
- personalised products;
- altered garments;
- products stitched according to customer measurements;
- bespoke couture pieces.
As these products are created exclusively for the customer, they are generally not eligible for cancellation, return, exchange, or refund once production has commenced, except where the product is received in a damaged condition, is materially defective, or an incorrect product has been delivered.
4. Return Eligibility
To maintain the highest standards of hygiene, authenticity, and product quality, return requests shall be considered only where the product:
- has been delivered in a damaged condition;
- contains a verified manufacturing defect;
- is materially different from the product ordered;
- is incorrect in terms of size, colour, or style due to an error attributable to Rare Penguin or the respective Designer; or
- has been approved for return by Rare Penguin after review.
Products must be returned in their original condition together with:
- original tags;
- packaging;
- authenticity cards (where applicable);
- invoices;
- dust bags;
- garment covers; and
- all complimentary accessories received with the order.
Returned products must be unused, unworn, unwashed, unaltered, free from perfume, stains, makeup, deodorant marks, or any signs of use.
Rare Penguin reserves the right to decline any return that does not satisfy these conditions.
5. Products Not Eligible for Return or Exchange
Unless required by applicable law, the following categories are generally not eligible for return, exchange, or refund:
- made-to-order products;
- customised or personalised products;
- altered garments;
- products stitched to customer measurements;
- intimate apparel;
- jewellery intended for pierced body parts;
- beauty or personal care products;
- gift cards;
- products purchased during clearance or final sale;
- products marked as “Non-Returnable” on the product page; and
- products returned without original packaging or tags.
The return eligibility for certain designer collections may vary depending upon the respective Designer’s policies, which shall be communicated on the relevant product page where applicable.
6. Return Request Process
If you believe your order qualifies for a return under this Policy, you must notify Rare Penguin Haute Couture within the return window specified on the respective product page or communicated by our Customer Support team.
To facilitate a prompt review, you may be requested to provide:
- your order number;
- clear photographs or videos of the product and packaging;
- a description of the concern; and
- any other information reasonably required to assess your request.
Failure to provide the requested information within the stipulated time may result in the return request being declined.
Submission of a return request does not automatically guarantee approval. All requests are subject to verification by Rare Penguin Haute Couture and, where applicable, the respective Designer.
7. Product Inspection
Upon receipt of a returned product, Rare Penguin Haute Couture and/or the respective Designer will conduct a quality inspection to verify the condition of the product and determine whether it satisfies the requirements of this Policy.
The inspection may include verification of:
- product condition;
- original tags and packaging;
- signs of wear, use, alteration, or damage;
- authenticity of the returned item; and
- the reason stated in the return request.
The outcome of this inspection shall determine whether the return, exchange, replacement, store credit, or refund request is approved.
8. Exchanges
Where an exchange is approved, Rare Penguin Haute Couture may, at its sole discretion and subject to product availability, offer:
- a replacement of the same product;
- a different size of the same product;
- an alternative colour, where available; or
- another suitable resolution.
If the requested replacement product is unavailable, Rare Penguin may offer store credit or process a refund, where applicable.
Exchange requests remain subject to Designer inventory and production availability.
9. Refunds
Once a refund has been approved, the applicable amount shall be processed using the original payment method used for placing the order unless otherwise agreed.
Where the original payment method is unavailable or technically infeasible, Rare Penguin may offer store credit or another suitable refund mechanism permitted under applicable law.
Refunds shall be limited to the value of the approved product(s) and shall not include charges that are expressly identified as non-refundable under this Policy or applicable law.
10. Refund Processing Time
Approved refunds are generally initiated within 7 to 10 business days from the date of approval.
The actual time taken for the refunded amount to reflect in your account depends upon your payment provider, banking institution, card issuer, or financial institution and is beyond the control of Rare Penguin Haute Couture.
Customers will receive confirmation once the refund has been initiated.
11. Promotional Offers, Discounts and Store Credits
Where an order has been placed using a promotional offer, discount code, coupon, gift voucher, loyalty rewards, referral benefits, store credit, or any other promotional incentive, any refund approved under this Policy shall be calculated based on the actual amount paid by the customer after applying the applicable discount.
If a promotional offer was subject to a minimum purchase value or other qualifying conditions, and the return of one or more products causes those conditions to no longer be satisfied, Rare Penguin Haute Couture reserves the right to revise the refund amount accordingly or recover the value of the promotional benefit received.
Store credits, promotional vouchers, loyalty rewards, referral benefits, and complimentary credits are non-transferable, cannot be exchanged for cash, and shall be governed by the terms applicable to the respective programme.
Where an order includes complimentary gifts, promotional merchandise, or free products, such items must also be returned if the corresponding purchased product is approved for return. If the complimentary item is not returned or is returned in a used, damaged, or incomplete condition, Rare Penguin Haute Couture reserves the right to deduct its applicable value from the refundable amount.
12. Shipping Charges
Shipping charges, express delivery fees, customs duties, import taxes, gift wrapping charges, cash-on-delivery charges, and similar service fees are generally non-refundable unless the return arises solely due to an error attributable to Rare Penguin Haute Couture or the respective Designer.
Where complimentary shipping was offered as part of a promotion, Rare Penguin reserves the right to deduct the actual shipping cost from the refundable amount where permitted under applicable law.
13. Refused Deliveries
If a shipment is refused by the customer without a valid reason, remains undeliverable due to incorrect delivery information, repeated failed delivery attempts, or is returned because the customer was unavailable to accept delivery, Rare Penguin Haute Couture reserves the right to deduct applicable shipping, handling, storage, customs, return logistics, and other associated charges before processing any eligible refund.
14. International Orders
International orders may be subject to customs inspections, import regulations, taxes, duties, and other charges imposed by the destination country.
Customers are solely responsible for complying with the import requirements and payment of any customs duties, taxes, or governmental levies applicable in the destination country unless expressly stated otherwise.
Rare Penguin Haute Couture shall not be responsible for delays, customs clearance procedures, import restrictions, confiscation, refusal of entry, or additional charges imposed by customs or governmental authorities.
Where an international return is approved, any applicable refund shall be processed only after the returned product has been received, inspected, and approved in accordance with this Policy.
15. Amendments to this Policy
Rare Penguin Haute Couture reserves the right to amend, modify, or update this Refund & Cancellation Policy at any time to reflect changes in business operations, legal requirements, or customer service practices.
Any revised version shall become effective immediately upon publication on the Platform unless otherwise stated. Customers are encouraged to review this Policy periodically before placing an order.
16. Contact Us
For any questions regarding cancellations, returns, exchanges, refunds, or this Policy, please contact us:
Rare Penguin Haute Couture
Email: support@rarepenguinfashion.com
Phone: +91 73000 16289
Business Hours: Monday – Saturday | 10:00 AM – 6:00 PM (IST)e said product(s) in good condition to the registered address of the Company or to one of Our authorised stores.