Refund policy

Refund, Return & Replacement Policy

Effective Date: 01.07.2026

At Rare Silhouette, every product is individually manufactured after an order is placed. Unlike mass-produced retail goods, our products are created specifically for each customer. For this reason, we maintain a limited return and refund policy.

Please read this policy carefully before placing an order.

1. Made-to-Order Products

All Rare Silhouette products are manufactured only after your order has been confirmed and payment has been received.

As each product is made specifically for you, we generally do not accept returns or offer refunds except in the circumstances outlined in this policy.

By placing an order, you acknowledge and agree to these terms.

2. Returns We Do Not Accept

Returns or refunds will not be accepted for:

  • Change of mind.
  • Buyer's remorse.
  • Accidental purchases.
  • Incorrect colour or finish selected by the customer.
  • Incorrect shipping information provided by the customer.
  • Minor variations in colour, texture, or finish.
  • Visible layer lines or other characteristics inherent to the 3D-printing process.
  • Minor dimensional tolerances within normal manufacturing limits.
  • Delivery delays caused by courier partners or events beyond our reasonable control.
  • Products that have been used, installed, modified, repaired, or damaged after delivery.

These characteristics are not considered manufacturing defects.

3. Eligible Claims

We may approve a replacement or refund only if:

  • You received the wrong product.
  • The product arrived physically damaged during transit.
  • The product has a verified manufacturing defect that affects its intended function.
  • An item is missing from your shipment.
  • The order is confirmed as lost in transit by the courier.

All claims are subject to inspection and approval by Rare Silhouette.

4. Reporting a Problem

You must notify us within 48 hours of delivery.

Your claim must include:

  • Order number.
  • Full name.
  • Contact details.
  • Clear photographs of:
    • the outer packaging,
    • the shipping label,
    • the product,
    • the damaged area (if applicable).
  • A continuous, unedited unboxing video starting before the shipping package is opened and ending after the product has been fully unpacked.

Claims submitted after 48 hours may be declined.

5. Unboxing Video Requirement

For transit damage claims, an uninterrupted unboxing video is mandatory.

The video should clearly show:

  • the sealed shipping package,
  • all sides of the package,
  • the opening of the package,
  • removal of internal packaging,
  • the condition of the product.

Failure to provide an unboxing video may result in the claim being rejected where we are unable to verify that the damage occurred during transit.

6. Inspection Process

Once your claim is received, our team will review the submitted evidence.

We may request:

  • additional photographs,
  • additional videos,
  • return of the product for inspection.

Providing incomplete or inaccurate information may delay or prevent resolution.

7. Replacement Policy

Where a claim is approved, Rare Silhouette will generally provide a replacement product.

Replacement is our preferred remedy whenever reasonably possible.

Replacement products are manufactured according to the same production schedule as new orders unless stated otherwise.

8. Refund Policy

Refunds are issued only when:

  • a replacement cannot reasonably be provided,
  • the ordered product cannot be manufactured,
  • we cancel your order before production begins,
  • applicable law requires a refund.

Approved refunds will be processed using the original payment method.

Shipping charges are non-refundable unless the error was caused by Rare Silhouette.

9. Return Shipping

If we request the product to be returned:

  • we will provide return instructions,
  • products must be securely packaged,
  • customers must not return products without prior authorization.

Unauthorized returns may be refused.

Where the return is due to our error or an approved warranty issue, we will arrange or reimburse reasonable return shipping costs.

For all other authorized returns, return shipping costs remain the customer's responsibility.

    10. Fraudulent Claims

    Rare Silhouette reserves the right to reject claims that are:

    • false,
    • misleading,
    • incomplete,
    • fraudulent,
    • unsupported by reasonable evidence.

    Repeated abuse of our return process may result in future orders being refused.