Terms of service
PENGUINS INNOVATE
white rabbit & Accessories
Global Sales, Returns & Limited Warranty Policy
This Policy applies to sales, returns and limited commercial warranty services for eligible white rabbit Products as set out in this Policy.
Contents
1. Scope and Priority of Terms
2. Definitions
3. Sales Channels and Responsible Seller
4. Orders, Pricing and Payment
5. Shipping, Delivery, Customs and Inspection
6. Cancellation Before Shipment
7. Change-of-Mind Returns After Delivery (Company Voluntary Returns)
8. Refund Processing
9. One-Year Limited Commercial Warranty
10. Warranty Service Process
11. Warranty Exclusions
12. Commercial and High-Intensity Use
13. Installation, Relocation and Safety
14. Software, AI and Connected Services
15. Safety Notices, Recalls and Product Changes
16. Liability and Important Disclaimers
17. Consumer Statutory Rights
18. Complaints and Dispute Resolution
19. General Legal Provisions
20. Contacting Penguins Innovate
Appendix A — United States and Canada
Appendix B — European Union and European Economic Area
Appendix C — United Kingdom
Appendix D — Australia and New Zealand
Appendix E — Japan
Appendix F — South Korea, Singapore, Hong Kong SAR, Macao SAR and Taiwan Region
Appendix G — United Arab Emirates and Saudi Arabia
Appendix H — Other Countries and Territories
Plain-Language Policy Summary
This summary is intended to help customers understand the main points of this Policy. If there is any inconsistency, the detailed terms and applicable local law will prevail.
Policy Overview
·Before shipment:
Standard direct-sale orders can usually be cancelled before they enter an irreversible fulfilment process. Customized Products and production-locked pre-orders may not be cancellable.
·Change-of-mind returns:
For eligible direct website purchases, please notify us within 14 calendar days after delivery and return the Product within 14 calendar days after receiving return authorization.
·Installed Products:
Once the Product or AirPath rail has been permanently installed, the Company's voluntary change-of-mind return policy generally ends. Rights relating to Product defects and mandatory statutory rights remain unaffected.
·Faulty or damaged Products:
Please contact us promptly. Depending on the issue, we may use remote diagnosis, a software remedy, a replacement module, local authorized repair, RMA service or whole-unit replacement.
·Limited commercial warranty:
white rabbit is covered by a one-year limited commercial warranty from delivery. Any longer or stronger mandatory local rights remain unaffected.
·Return costs:
For a confirmed defect for which Penguins Innovate is responsible, Penguins Innovate will bear reasonable return-shipping or collection costs. Customers will generally bear shipping, insurance, customs and related costs for change-of-mind returns.
·Sales channels:
For reseller purchases, the reseller will generally handle returns and statutory remedies. Penguins Innovate provides warranty support in accordance with this Policy and the reseller agreement.
·AI and cloud features:
Some features require internet access, cloud services or third-party services and may change. We will not materially reduce clearly advertised core functions unless there is a legitimate safety, legal, cybersecurity, technical or third-party reason.
Nothing in this Policy excludes, limits or reduces any consumer right that cannot lawfully be excluded, limited or waived in the customer's country or territory.
1. Scope and Priority of Terms
1.1 Scope
This Global Sales, Returns & Limited Warranty Policy ("Policy") applies to eligible white rabbit Products sold by or on behalf of the Penguins Innovate legal entity identified in the order confirmation, and to commercial warranty service provided by the Warrantor. It covers standard and customized hardware, official AirPath rail components, official accessories, embedded software, firmware and connected features to the extent stated below.
1.2 Mandatory local law
This Policy provides contractual and commercial commitments in addition to any rights a customer has under mandatory consumer law. If applicable law gives a customer greater or non-waivable rights, those rights prevail.
1.3 Order-specific and channel-specific terms
The order page, order confirmation, crowdfunding campaign terms, commercial quotation, reseller terms and relevant regional addendum form part of the agreement. If they conflict, the following order of priority applies, unless mandatory law requires otherwise:
·Mandatory local law;
·A signed business or project agreement;
·The applicable regional addendum;
·The order confirmation, crowdfunding campaign terms or order-specific terms;
·This Policy;
·Other general website terms.
1.4 Product information
Product specifications, included components, installation requirements, supported features and service availability are those stated on the applicable product page and order confirmation at the time of purchase. Images, videos, demonstrations and prototypes may show features still under development, provided their development status is clearly identified. Content expressly marked as a "concept demonstration," "beta," "preview feature," "planned feature" or "to be provided through a future software update" does not constitute a Product function already delivered at the time of purchase until it is officially released and made available for the applicable Product. Penguins Innovate will not use such labels to misrepresent the Product's current capabilities.
2. Definitions
"Penguins Innovate" or "Company"
The brand and the legal entity or entities identified in the applicable order, warranty statement or regional addendum. Authorized resellers and service providers are separate entities unless expressly stated otherwise.
"Warrantor"
The Penguins Innovate legal entity identified in the applicable order confirmation, invoice, checkout page, warranty statement, official website legal notice or regional addendum that assumes the commercial warranty obligations under this Policy. The specific legal entity name, registered address and company registration information are those published in the applicable transaction documents or official website legal notice.
"Seller of Record"
The entity that accepts the order and payment and issues the sales confirmation. The Seller of Record may be Penguins Innovate or an Authorized Reseller.
"Authorized Reseller"
An independent seller formally authorized to sell white rabbit. A reseller is responsible for its own return policy and any seller obligations imposed by local law.
"Authorized Service Provider"
A person or business authorized in writing to perform specified installation, inspection or repair services.
"Product"
A white rabbit main unit, official AirPath rail system, official power or mounting components, official accessories and other official items included in the order.
"Standard Product"
A Product sold in a standard configuration without customer-specific manufacture, color, material, rail length, software or hardware customization.
"Customized Product"
A Product manufactured, sourced or configured to a customer's specification, including non-standard rail lengths, special finishes, dedicated hardware or software, and OEM/ODM versions.
"Consumer"
An individual acting mainly for personal, family or household purposes.
"Commercial Customer"
A person or organization purchasing wholly or mainly for business, hospitality, rental, display, office, institutional or other professional use.
"Major Defect"
A manufacturing defect that makes the Product unsafe, prevents its principal advertised functions, or cannot reasonably be corrected by software, a replaceable module or repair within a reasonable time. Local law may define a major failure differently and will prevail.
"RMA"
Return Merchandise Authorization issued by Penguins Innovate before an approved Product return for inspection, repair or replacement.
"Working Day"
A normal business day for the responsible support or service location, excluding weekends and public holidays.
3. Sales Channels and Responsible Seller
3.1 Direct website sales
For Products purchased directly from an official Penguins Innovate website, the Penguins Innovate Seller of Record handles order cancellation, voluntary change-of-mind returns, refunds and warranty coordination under this Policy.
3.2 Crowdfunding and pre-orders
Crowdfunding pledges and pre-orders may involve development, production and delivery risk and are governed first by the applicable campaign or pre-order terms. Estimated delivery dates are targets, not guaranteed dates, unless expressly stated otherwise. Cancellation may become unavailable after a disclosed production-lock date or once customized production, procurement or fulfilment begins.
3.3 Authorized reseller sales
For Products purchased from an Authorized Reseller, customers should first contact that reseller for change-of-mind returns, refunds and seller remedies. Penguins Innovate will provide commercial warranty support in accordance with this Policy, the reseller agreement and applicable law. The reseller's independent promises do not bind Penguins Innovate unless confirmed in writing by an authorized Penguins Innovate representative.
3.4 Commercial projects
Commercial projects, bulk purchases, installations, demonstrations, rentals, OEM/ODM orders and managed-service arrangements may be governed by a separate signed agreement. That agreement may specify acceptance testing, installation responsibility, service levels, spare parts, maintenance, warranty duration and liability allocation.
4. Orders, Pricing and Payment
4.1 Order acceptance
An order acknowledgement does not necessarily mean the order has been accepted. The contract is formed when the Seller of Record issues an order confirmation or ships the Product, depending on the applicable order terms. Penguins Innovate may reject or cancel an order for suspected fraud, export-control restrictions, payment failure, pricing error, unsupported delivery location or other lawful reason. Any captured payment for a cancelled order will be refunded.
4.2 Prices, taxes and currency
Prices, currency, included taxes and delivery charges are shown at checkout or in the quotation. Unless expressly stated as duty-paid, customers are responsible for import duty, VAT, GST, customs brokerage and other government charges in the destination country.
4.3 Pricing and description errors
If a material pricing, specification or availability error is discovered before shipment, the Seller of Record may contact the customer to confirm a corrected order or cancel and refund the order. This does not affect rights relating to misleading conduct or other mandatory law.
4.4 Payment verification
The Seller of Record may request reasonable identity, address or payment verification to prevent fraud and comply with law. Failure to provide required verification may delay or cancel the order.
5. Shipping, Delivery, Customs and Inspection
5.1 Delivery estimates
Delivery dates are estimates unless expressly guaranteed in writing. Production, customs, carrier, port, weather, supply-chain or force-majeure events may cause delay. Penguins Innovate will provide material updates and use reasonable efforts to reduce avoidable delay.
5.2 Customs and import formalities
Unless the order states that duties and taxes are included, the customer must complete required customs identification, documentation, payment and clearance. Failure to cooperate may result in delay, storage, return or lawful disposal of the shipment.
5.3 Address accuracy and undeliverable shipments
Customers must provide a complete and accurate delivery address and reachable contact details. If delivery fails because of customer-provided information, refusal to complete customs clearance, refusal to pay disclosed import charges or failure to collect the shipment, actual outbound, storage, customs, return and handling costs may be deducted from any refund to the extent permitted by law. The deduction will not exceed the refundable order value unless the customer separately agreed to additional charges.
5.4 Risk of loss
Risk of accidental loss or damage transfers at the time required by applicable law. For consumer direct sales, this will generally be when the customer or a nominated recipient takes physical possession, unless local law provides otherwise.
5.5 Inspection after delivery
Customers should inspect the outer carton, shipping label, Product and included components promptly after delivery. Keep the packaging until the Product has been inspected and basic operation has been confirmed.
5.6 Shipping damage
Customers are encouraged to report visible shipping damage within 48 hours and provide photographs of the carton, label, internal packaging and Product. A later report will not automatically remove mandatory legal rights, but delay may make carrier investigation more difficult.
5.7 Missing or incorrect items
Customers are encouraged to report missing or incorrect items within seven calendar days. After verification, the responsible seller will provide the missing item, correct the shipment or offer another appropriate remedy at no additional cost.
6. Cancellation Before Shipment
6.1 Standard direct-sale orders
A customer may request cancellation of a Standard Product order before the order enters a non-reversible fulfilment stage. No cancellation fee will be charged for an approved pre-shipment cancellation.
6.2 Fulfilment lock
An order may become non-reversible when warehouse allocation, final assembly, customer-specific packing, export documentation, carrier booking or shipment has begun. If cancellation can no longer be stopped, the customer may use the applicable post-delivery return process.
6.3 Customized Products
A Customized Product may not be cancelled after the customer approves the specification and Penguins Innovate begins production, procurement or configuration, except where mandatory law provides otherwise or the Product is defective.
6.4 Crowdfunding and production-locked pre-orders
Cancellation and refund rights for crowdfunding and production-locked pre-orders are determined by the campaign or pre-order terms, platform rules and mandatory law. Penguins Innovate will clearly disclose the production-lock or cancellation cut-off where reasonably practicable.
7. Change-of-Mind Returns After Delivery (Company Voluntary Returns)
7.1 Direct-sales return window
For eligible Standard Products purchased directly from Penguins Innovate, a Consumer may notify Penguins Innovate of a change-of-mind return within 14 calendar days after delivery. After receiving return authorization, the Consumer must dispatch or make the Product available for collection within 14 calendar days, unless local law provides a longer period.
7.2 Eligible condition
To qualify for the Company's voluntary change-of-mind policy, the Product must be returned with all included hardware, accessories, documents and security or activation materials, and must not have been permanently installed, drilled, fixed, modified or used beyond what is reasonably necessary to inspect its nature, characteristics and basic operation.
7.3 Opened packaging
Opening the packaging does not by itself remove eligibility. However, the customer must take reasonable care of the Product. Where permitted by law, Penguins Innovate may deduct the documented loss in value caused by unnecessary handling, missing items, damage or use beyond reasonable inspection. A missing carton will not automatically defeat a defect claim.
7.4 Installed Products
Unless mandatory law provides otherwise, the Company's voluntary change-of-mind return right ends once the white rabbit main unit, AirPath rail or mounting system has been permanently installed, drilled, electrically integrated or materially altered. This clause does not affect rights relating to defects, incorrect installation by an Authorized Service Provider or other mandatory remedies.
7.5 Return authorization
Customers must contact support before returning a Product. Penguins Innovate will provide a return address, packaging instructions and, where applicable, an RMA. Unapproved returns may be refused or redirected, and resulting costs may be charged where lawful and disclosed.
7.6 Costs of change-of-mind returns
For change-of-mind returns, the customer is responsible for reasonable return shipping, insurance, export or customs documentation and non-refundable taxes or duties, unless Penguins Innovate agrees otherwise or applicable law requires the seller to pay. Penguins Innovate does not charge a fixed restocking fee.
7.7 Customized and non-returnable items
Customized Products, customer-specific software or hardware, used consumables, and Products that cannot be resold because of customer-caused installation, modification or damage are not eligible for the Company's voluntary change-of-mind return policy. Defect rights remain unaffected.
7.8 Faulty, incorrect or damaged Products
A return relating to a verified manufacturing defect, incorrect shipment or shipping damage caused before delivery is not treated as a change-of-mind return. Penguins Innovate or the responsible seller will pay reasonable return, collection or replacement costs where legally responsible.
8. Refund Processing
8.1 Inspection
Refunds may be processed after the returned Product is received or after the customer provides evidence of dispatch where mandatory law requires earlier processing. Penguins Innovate may reasonably inspect the Product to confirm the return category, completeness and condition.
8.2 Refund method and timing
Approved refunds are normally issued to the original payment method. Penguins Innovate aims to initiate a refund within 5–10 Working Days after approval, but regional law may require a shorter deadline. Banks, card issuers and payment providers may require additional time to post the credit.
8.3 Amount refunded
The refund will include the amount required by applicable law. For voluntary returns, deductions may include documented customer-caused loss in value, non-refundable customs charges, and actual logistics costs that this Policy allocates to the customer. Standard outbound delivery charges will be refunded where required by law; upgraded or expedited delivery charges may be excluded to the extent permitted.
8.4 Currency conversion
Refunds are issued in the original transaction currency where supported. Penguins Innovate is not responsible for exchange-rate differences, card-issuer conversion charges or third-party banking fees, except where law requires otherwise.
9. One-Year Limited Commercial Warranty
9.1 Warranty period
The Warrantor provides a one-year limited commercial warranty beginning on the documented delivery date of the white rabbit main unit. This commercial warranty is additional to, and does not replace, statutory rights that may last longer.
9.2 Covered defects
When the Product is correctly installed, maintained and used within official specifications, the commercial warranty covers functional failure caused by defects in materials, workmanship or official components, including as applicable:
·LED and lighting-control modules;
·main drive motor, transmission and official rail-drive components;
·official AirPath rail, connectors and supports;
·main control board, power module and communication modules;
·cameras, microphones, speakers and official sensors;
·official firmware and core device-to-app communication when a Company-controlled defect prevents principal advertised functions.
9.3 Software remedy
A software or firmware issue will normally be addressed first through configuration support, remote diagnosis, an update, patch or other software remedy. A software issue does not automatically require whole-unit replacement if the principal function can be restored within a reasonable time.
9.4 Warranty for AirPath and accessories
Official AirPath rail components and official accessories are covered for manufacturing defects for one year from delivery unless the order states a different period. Normal rail, wheel, finish or connector wear is not a manufacturing defect.
9.5 Replacement Products and parts
Replacement Products and parts may be new, professionally refurbished or functionally equivalent, provided they meet Penguins Innovate quality and reliability standards. Replaced items become Penguins Innovate property where permitted by law and where return is requested.
9.6 Warranty on repaired or replaced items
A repaired or replaced Product or part is covered for the longer of the remaining original commercial warranty or 90 calendar days from return delivery to the customer, unless local law requires more.
9.7 Warranty follows the Product
The remaining commercial warranty may transfer with the Product to a lawful subsequent owner if the original proof of purchase, Product serial number and chain of ownership can be reasonably verified. Transfer does not restart or extend the warranty and does not transfer any original seller's change-of-mind return rights.
10. Warranty Service Process
10.1 Start a claim
Contact Penguins Innovate or the responsible Authorized Reseller and provide the order number, serial number, proof of purchase, description of the issue and reasonable photographs, video or diagnostic information.
10.2 Remote diagnosis first
Because white rabbit is a large installed connected device, Penguins Innovate may reasonably require remote troubleshooting before authorizing removal or return. This may include email or video support, configuration checks, log analysis, sensor tests, network checks, firmware updates and customer-performed basic inspection that can be completed safely.
10.3 Service options
Depending on the defect, location, safety implications and local law, Penguins Innovate may provide one or more of the following:
·Instructions or configuration correction;
·Software, firmware or OTA remedy;
·An official replacement module or part with installation guidance;
·Repair by an Authorized Service Provider;
·RMA inspection and repair;
·Replacement with the same model or a functionally equivalent model;
·Refund or price reduction where required by law or where a reasonable repair or replacement is unavailable.
10.4 Major defects on arrival
A verified Major Defect reported within 30 calendar days after delivery will receive priority handling. Where the defect cannot reasonably be corrected through software or a safely replaceable module, Penguins Innovate will offer expedited repair, replacement or the remedy required by applicable law.
10.5 RMA requirements
A Product must not be returned until an RMA or written return authorization is issued. The customer must follow packing, disassembly and transport instructions. Penguins Innovate may refuse an unsafe, inadequately packed or unauthorized shipment and will explain the reason.
10.6 Costs for covered claims
For a verified covered defect, Penguins Innovate will pay reasonable approved parts, repair and necessary shipping or collection costs. For large, heavy or installed Products, Penguins Innovate may arrange collection or on-site/local service where required by law or operationally available.
10.7 No fault found and out-of-warranty service
If inspection finds no covered defect, or the issue is excluded or outside the commercial warranty, Penguins Innovate may offer paid service. Any diagnostic, travel, shipping or repair charge will be disclosed for approval before it is incurred, except unavoidable carrier or customs charges caused by an unauthorized return.
10.8 Customer data and settings
The customer should back up settings and user content where possible. Repair, replacement, update or factory reset may erase data and configurations. Penguins Innovate will provide any repair notice required by law and will handle personal data under its Privacy Policy.
11. Warranty Exclusions
The commercial warranty does not cover damage or failure caused by the following, except to the extent the claimed condition was itself caused by a covered manufacturing defect or mandatory law provides otherwise:
·Improper installation
Installation contrary to the official guide; inadequate structural support; unapproved fasteners or mounting methods; incorrect rail span or support; violation of building, electrical or safety requirements.
·Unauthorized modification or repair
Opening, rewiring, reverse engineering, unauthorized firmware, root access, bypassing safety systems, non-approved parts or repair by an unauthorized person where that action caused the failure.
·Misuse or abnormal loading
Collision, dropping, intentional force, obstruction, using the Product to carry or support other objects, use outside its intended purpose, or operation beyond published duty cycles.
·Environmental damage
Liquid ingress, condensation, excessive humidity, dust, sand, salt, corrosion, insects, chemicals, fire, flood, lightning, earthquake or other external event outside published environmental limits.
·Power and network conditions
Incorrect voltage, surge, grounding failure, unapproved power equipment, local network failure, ISP outage or third-party platform outage, except where an official component failed under normal conditions.
·Normal wear and consumables
Ordinary scratches, finish changes, LED aging within specification, rail or wheel wear, lubricant depletion, dust seals, adhesives, decorative parts and other consumables unless they fail prematurely because of a manufacturing defect.
·Cosmetic condition
Cosmetic damage that does not affect safe or normal function, unless it was present at delivery and timely reported.
·Third-party products and services
Damage caused by unapproved rails, power supplies, software, firmware, mounting structures, platforms or accessories.
·Serial-number or origin issues
Removed, altered or unreadable serial numbers or inability to verify lawful product origin, unless the customer can provide other reliable proof.
·Customer-arranged transport
Damage occurring during transport arranged by the customer without following Penguins Innovate packing and carrier instructions.
12. Commercial and High-Intensity Use
12.1 Covered commercial use
white rabbit may be used in compatible hospitality, retail, office, studio, showroom and other commercial spaces. The one-year commercial warranty covers manufacturing defects during commercial use when the Product is installed, operated and maintained within published commercial or general operating limits.
12.2 Wear is not a defect
Accelerated wear caused by extended daily operation, frequent movement, public interaction, rental, high dust, inadequate maintenance or duty cycles beyond published limits is not a manufacturing defect. Penguins Innovate may offer paid parts, maintenance or service plans.
12.3 Commercial agreements
Commercial Customers may enter a separate agreement covering acceptance testing, spare-parts kits, preventive maintenance, on-site service, response targets, extended warranty, replacement units or other service levels. Unless expressly included, these services are not part of the standard Product price.
12.4 Consumer purchases used for business
Whether a purchaser qualifies as a Consumer is determined by applicable law and the true purpose of the purchase, not only by the delivery address or account name.
13. Installation, Relocation and Safety
13.1 Installation requirements
white rabbit and the AirPath rail must be installed in accordance with the official Installation Guide, product labels and applicable building and electrical requirements. The installation surface must have adequate structural capacity, clearance and power provision.
13.2 Installer responsibility
A third-party installer is independent of Penguins Innovate unless designated as an Authorized Service Provider for the specific work. Customers should verify the installer's competence, insurance and local licensing. Responsibility for authorized installation errors will be handled by the party identified in the installation contract and applicable law.
13.3 Customer inspection and maintenance
Customers must follow published inspection and maintenance instructions, keep the rail path clear, monitor unusual movement or sound, and stop using the Product if it appears unsafe. Failure to perform reasonable maintenance may affect coverage only where it caused or materially contributed to the issue.
13.4 Relocation and reinstallation
Relocating or reinstalling the Product may require new mounting components, structural inspection and calibration. Damage caused by improper removal, transport or reinstallation is not covered. Contact support before relocation if guidance is needed.
13.5 Property damage and injury
Penguins Innovate is not responsible for damage caused by a defective building surface, inadequate structural capacity, improper installation or unauthorized mounting components. This exclusion does not apply to damage caused by a manufacturing defect, negligent authorized service or other liability that cannot legally be excluded.
14. Software, AI and Connected Services
14.1 Software license
Embedded software, firmware, applications and digital content are licensed, not sold, for use with official Products. Customers may not unlawfully copy, modify, reverse engineer, bypass safety controls or use the software to infringe rights or compromise security.
14.2 Updates
Penguins Innovate may provide security patches, bug fixes, firmware updates, performance improvements, compatibility updates and new features. Certain safety, cybersecurity or legal-compliance updates may be required to continue using connected services.
14.3 Core-function protection
Unless justified by product safety, cybersecurity, legal-compliance, technical limitations, changes to third-party services or another legitimate reason, Penguins Innovate will not intentionally make a material reduction to a principal Product function expressly represented as already available at the time of purchase. Features expressly marked as beta, preview, concept demonstrations, planned features or features to be provided through a future software update are governed by the corresponding descriptions on the relevant product page, order page or marketing materials. If a material change to an already available principal function becomes necessary, Penguins Innovate will provide notice where reasonably practicable and any remedy required by applicable law.
14.4 Local and cloud-dependent functions
Product information will identify, as reasonably practicable, which functions operate locally and which require internet access, a Penguins Innovate account, cloud processing, a subscription or a third-party platform. Temporary unavailability of a cloud-dependent function does not necessarily mean the hardware is defective, but prolonged or material service non-conformity may give rise to rights under applicable law.
14.5 AI outputs
AI features may produce inaccurate, incomplete, delayed or unexpected results. AI output is provided to enhance convenience and experience and must not be used as the sole basis for medical, legal, financial, emergency, safety or other high-risk decisions.
14.6 Camera and monitoring features
white rabbit is not a certified burglar alarm, fire alarm, medical monitor, emergency-response system or professional safety system unless expressly certified and sold as such. Camera, sensing and notification features may miss, misclassify or delay events.
14.7 Third-party platforms
Compatibility with third-party services may change when a third party modifies an API, protocol, pricing model or service availability. Penguins Innovate will use reasonable efforts to maintain important advertised integrations but cannot guarantee permanent third-party support.
14.8 Subscriptions and paid services
Any subscription, usage limit, trial, recurring fee or paid AI/cloud feature will be disclosed before the customer agrees to purchase or activate it. Separate subscription terms may apply.
14.9 End of support
Any expressly committed minimum software or security-support period will be stated on the product page, order confirmation or a separate support notice. Penguins Innovate will provide reasonable advance notice of a planned end to material connected services where practicable and legally required.
14.10 Privacy
Collection and use of personal data are governed by the Penguins Innovate Privacy Policy and any applicable regional privacy notice. This Policy does not replace those documents.
14.11 Camera placement, monitoring scope and third-party privacy
Customers and persons who actually operate the Product must ensure that the installation location, direction, monitoring scope, use and data-processing activities of white rabbit cameras, sensors and related monitoring features comply with applicable local privacy, personal-data protection, video-surveillance, employment and other relevant laws and regulations.
Customers must not use the Product for unlawful surveillance, covert recording or monitoring another person's private space without lawful authorization. In commercial premises, workplaces, hotels, rental properties or other spaces accessible to third parties, customers must take the measures required by applicable law, including providing appropriate monitoring notices, establishing a lawful basis for processing, obtaining any necessary consent, limiting the monitoring scope and retention period, and responding lawfully to data-rights requests.
If the camera's installation location, angle or settings may cover a public area, neighboring property, employee work area, guest space or other area used by a third party, the customer must assess legality before enabling the relevant feature and, where necessary, adjust the field of view, disable the camera function or apply privacy masking.
To the extent permitted by applicable law, Penguins Innovate is not responsible for claims, penalties or losses arising solely from a customer's or third party's breach of this Section, unlawful installation, unlawful use or unauthorized surveillance.
This Section does not exclude or limit any liability Penguins Innovate may have for its own product design, personal-data processing, cybersecurity measures, Privacy Policy, authorized service activities or any other matter that cannot lawfully be excluded.
15. Safety Notices, Recalls and Product Changes
15.1 Safety communications
Penguins Innovate may send safety notices, inspection instructions, software updates, service programs or recall communications by email, app notification, website notice or other reasonable means. Customers should keep account and contact information current.
15.2 Customer cooperation
If Penguins Innovate identifies a safety risk, the customer must follow reasonable instructions to stop use, install an update, inspect the Product, replace a component or arrange service. Subject to applicable law, Penguins Innovate may temporarily disable a connected feature where reasonably necessary to address an urgent product-safety or cybersecurity risk.
15.3 Product and specification changes
Penguins Innovate may make non-material production changes, substitute equivalent components or improve specifications without notice, provided the delivered Product materially conforms to the order and advertised principal functions.
16. Liability and Important Disclaimers
16.1 No exclusion of non-excludable liability
Nothing in this Policy excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, wilful misconduct, gross negligence where applicable, mandatory product liability, non-excludable privacy or data-protection liability, or any other liability that cannot legally be excluded or limited.
16.2 Direct remedies
For a covered defect, Penguins Innovate's primary obligations are the repair, replacement, price reduction, refund or other remedy stated in this Policy or required by law.
16.3 Indirect loss
To the maximum extent permitted by law, Penguins Innovate is not liable for indirect, incidental, special, punitive or consequential loss, including lost profits, lost revenue, business interruption, loss of opportunity, loss of goodwill, substitute-equipment cost or data loss, except where such loss was reasonably foreseeable and recoverable under mandatory law.
16.4 Liability cap
To the maximum extent permitted by law, Penguins Innovate's aggregate contractual liability relating to one Product will not exceed the amount paid for that Product. This cap does not apply to the non-excludable liabilities listed in Section 16.1 or to physical property damage caused by a proven manufacturing defect to the extent the law does not permit limitation.
16.5 Internet and service availability
Penguins Innovate does not control the customer's internet provider, electrical supply, local network or third-party cloud platforms. Outages or restrictions outside Penguins Innovate's reasonable control are not hardware defects, although Penguins Innovate remains responsible for its own contractual and statutory obligations.
16.6 Force majeure
Neither party is liable for delay caused by events beyond reasonable control, including natural disaster, war, epidemic, government action, port closure, carrier interruption, customs restriction, critical component shortage, power failure or widespread network outage. This clause does not excuse payment already due, safety obligations or rights that applicable law does not permit the parties to exclude.
17. Consumer Statutory Rights
The one-year commercial warranty and the voluntary return policy are additional benefits. They do not replace legal guarantees, conformity rights, cancellation rights, remedies for faulty goods, product-liability rights or other consumer protections that apply in the customer's location.
A customer may be entitled to a repair, replacement, price reduction, refund, collection of a large or installed faulty Product, compensation or another remedy even after the commercial warranty expires. The Seller of Record remains responsible for seller obligations imposed by local law.
If wording stating that "Penguins Innovate may choose the remedy" conflicts with a law that gives the customer the right to choose, the customer's mandatory statutory rights will prevail.
18. Complaints and Dispute Resolution
18.1 Support first
Customers should first contact the official support channel and provide sufficient information for investigation. Penguins Innovate will make reasonable efforts to respond promptly, explain its decision and offer an appropriate solution.
18.2 Good-faith resolution
The parties will attempt to resolve disputes through good-faith communication before formal proceedings, unless urgent relief is required or the customer has a legal right to proceed directly to a regulator, court or other body.
18.3 Alternative dispute resolution
Where available and agreed, a dispute may be referred to mediation, a consumer ombudsman, an approved alternative dispute-resolution body or another recognized process. Participation does not remove mandatory rights.
18.4 Governing law and jurisdiction
Except where an applicable regional addendum or mandatory law provides otherwise, this Policy is governed by the laws of the Hong Kong Special Administrative Region of the People's Republic of China. Any dispute arising out of or in connection with this Policy shall be submitted to a court of competent jurisdiction in the Hong Kong Special Administrative Region. However, this Section does not affect a Consumer's right under non-excludable mandatory consumer-protection law in the Consumer's place of residence or place of transaction to bring a claim before any court, regulator or other competent authority having lawful jurisdiction.
19. General Legal Provisions
19.1 Language
This Policy may be translated. To the extent permitted by law, the English version is the master version. A mandatory local-language version controls where required by local law.
19.2 Changes to this Policy
Penguins Innovate may update this Policy for future sales because of legal, product, safety or operational changes. An update will not retroactively remove rights already attached to a completed purchase. Material changes affecting ongoing services will be notified where reasonably practicable and legally required.
19.3 Entire agreement
This Policy, the order confirmation, applicable campaign or reseller terms, product page, Installation Guide, User Manual, Privacy Policy, Software Terms and any signed project agreement form the relevant agreement. Informal or oral statements do not amend it unless confirmed by an authorized representative in writing.
19.4 Severability
If a provision is invalid or unenforceable, it will be modified or disregarded only to the extent necessary, and the remaining provisions continue in effect.
19.5 No waiver
Failure to enforce a right immediately is not a waiver. A waiver must be clear and in writing.
19.6 Assignment
Penguins Innovate may transfer this Policy to an affiliate or successor as part of a lawful reorganization, merger, financing or sale, without reducing customer rights. A customer may transfer the remaining Product warranty as described in Section 9.7.
19.7 Survival
Provisions concerning payment, intellectual property, privacy, liability, dispute resolution and other terms that by nature should continue will survive delivery, refund, warranty expiry or termination.
20. Contacting Penguins Innovate
To request order cancellation, return authorization, a refund, warranty service, technical support or a complaint review, customers should contact us through an official after-sales support channel published by Penguins Innovate.
Official after-sales support channels may include:
·The customer-support channel published on the official Penguins Innovate website;
·The after-sales contact details stated in the order-confirmation email;
·The customer-support entry within the official white rabbit App;
·An official after-sales channel provided by an Authorized Reseller of Penguins Innovate;
·Contact details published by the Company through another official channel.
The applicable after-sales contact details and service methods may differ by country, territory and sales channel. Customers should use the valid contact details officially published by Penguins Innovate or the relevant Seller of Record at the time the after-sales request is submitted.
To help us verify and process an after-sales request promptly, customers should provide, where possible:
·Order number;
·Product serial number;
·Proof of purchase;
·Customer name and valid contact details;
·A detailed description of the issue or fault;
·Relevant photographs or video of the Product;
·Any other diagnostic information reasonably requested by Penguins Innovate.
Customers must not dismantle, return or ship a Product before receiving written return instructions, return authorization or an RMA number from Penguins Innovate, the Seller of Record or an authorized after-sales service provider.
An unauthorized return may be refused, may not be identifiable, may delay processing or may result in additional shipping, storage, customs-clearance or return costs. To the extent permitted by applicable law, the customer may be responsible for reasonable actual costs resulting from failure to follow the formal return instructions.
This Section does not affect any mandatory consumer rights available to the customer under applicable law.
For questions about this Policy, please email：support@penguinsinnovate.com The Seller of Record, Warrantor and their legal details are those stated in the applicable order confirmation, invoice, checkout page, official website legal notice or regional sales page.
Appendix A — United States and Canada
A.1 Direct-sale change-of-mind returns
The Company's voluntary 14-calendar-day return policy applies to eligible direct website purchases. Nothing in this Policy limits rights provided by applicable federal, state, provincial or territorial law.
A.2 Written warranty
This one-year commercial warranty is provided by the identified Warrantor. Any implied warranty that cannot legally be disclaimed or limited remains in effect for the period required by applicable law. Some jurisdictions do not allow limitations on implied warranties or exclusion of incidental or consequential damages, so some limitations may not apply.
A.3 Seller and manufacturer responsibilities
For Authorized Reseller sales, the reseller handles its own return policy and seller obligations. Customers may also contact Penguins Innovate for the commercial warranty described here.
Appendix B — European Union and EEA
B.1 Distance-sales withdrawal
A Consumer purchasing online or through another qualifying distance contract has the statutory right to withdraw within at least 14 days after delivery, subject to legal exceptions such as genuinely made-to-order or clearly personalized goods. The Consumer normally bears direct return cost if clearly informed before purchase, while the trader bears the cost of returning defective goods.
B.2 Handling and value reduction
A Consumer may inspect the Product as they reasonably could in a physical store. The Seller of Record may claim lawful compensation for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the Product. Permanent installation may create diminished value but does not automatically remove rights that cannot be waived.
B.3 Legal guarantee
The Seller of Record remains responsible for the minimum legal guarantee and conformity remedies required by EU and national law, which are separate from the one-year Penguins Innovate commercial warranty. National law may provide longer protection.
B.4 Goods with digital elements
Required software and security updates, digital-service conformity and remedies for goods with digital elements apply as required by EU and national law. This Policy does not reduce those rights.
Appendix C — United Kingdom
C.1 Online cancellation
For qualifying online, mail or telephone sales, a Consumer may notify cancellation within 14 days after receiving the Product and normally has a further 14 days to return it, subject to statutory exceptions. Required refunds, including standard delivery cost where applicable, will be made within the statutory period.
C.2 Inspection and deductions
The Consumer may handle the Product as they would in a shop. A lawful deduction may be made for diminished value caused by use or damage beyond reasonable inspection.
C.3 Faulty goods
Rights under the Consumer Rights Act 2015 and other applicable law are not limited by this commercial warranty. Repair, replacement, rejection or refund rights may continue after the one-year commercial warranty ends.
Appendix D — Australia and New Zealand
D.1 Australian Consumer Law notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
D.2 Australian remedies and large Products
For a major problem, the Consumer may have the choice of refund or replacement. For a minor problem, the supplier normally has the opportunity to provide a free repair within a reasonable time. For a large, heavy or installed faulty Product, the responsible business will arrange collection or pay reasonable return costs where the Australian Consumer Law requires it.
D.3 New Zealand
Nothing in this Policy excludes or restricts rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law. Business-purpose contracting-out, if any, must be express, lawful and contained in a separate commercial agreement.
Appendix E — Japan
E.1 Responsible seller
Returns, refunds and statutory seller remedies for Products sold by a Japanese Authorized Reseller are handled first by that reseller under its disclosed terms and Japanese law. Penguins Innovate provides the commercial warranty and technical support described in this Policy, subject to the Japan distribution and service structure.
E.2 Voluntary direct-sale returns
For eligible direct Penguins Innovate website sales into Japan, the Company's voluntary 14-day return policy applies unless the order page states a more favorable policy. Customized Products and permanently installed Products are excluded from the voluntary change-of-mind policy, without limiting defect rights or mandatory law.
E.3 Taxes, installation and local notices
The checkout or reseller page will disclose whether Japanese consumption tax, import charges, installation and domestic delivery are included. Any Japanese-language disclosure required for mail-order sales, returns, operator details and contact information must be completed before launch.
Appendix F — South Korea, Singapore, Hong Kong SAR, Macao SAR and Taiwan Region
F.1 Mandatory rights
This Policy does not limit mandatory cancellation, defect-remedy, product-safety, e-commerce or consumer-protection rights in the customer's location. Where local law provides a longer withdrawal period, stronger legal guarantee or a required remedy sequence, local law controls.
F.2 Local seller and import model
The order page or Authorized Reseller must identify the responsible local or cross-border seller, included taxes, importer of record, customs obligations, return location and support contact before purchase.
F.3 Local-language disclosure
Required local-language notices and prescribed warranty or e-commerce disclosures must be added before commercial launch in each territory.
Appendix G — United Arab Emirates and Saudi Arabia
G.1 Seller and importer of record
The order page, quotation or Authorized Reseller must identify before purchase the Seller of Record, importer of record, applicable delivery model, and whether the price includes import duty, value-added tax, customs-clearance charges and local delivery costs.
G.2 Customs identity verification and document cooperation
Customers must promptly provide the true, accurate and valid information and documents required by the local customs authority, carrier, customs broker or other competent authority to complete import clearance. Such information may include the recipient's name, contact details, identity-document information, residency information, tax information, authorization documents or other legally required materials, depending on the place of the order and the actual clearance requirements.
G.3 Customs duties, value-added tax and clearance charges
Unless the checkout page, quotation or order confirmation expressly states that the relevant charges are included, customers are responsible for import duties, value-added tax, customs-brokerage charges and other government charges imposed by the destination country.
G.4 Customs-clearance failure caused by the customer
If a shipment is delayed, stored, returned or lawfully disposed of because the customer provided inaccurate information, failed to submit legally required materials on time, refused identity verification, refused to pay charges disclosed before purchase, or failed to cooperate with customs clearance within the carrier's stated period, then, to the extent permitted by applicable law, the actual and reasonably documented shipping, storage, customs, return and handling costs may be deducted from any refund due. Unless the customer separately agrees in writing to additional charges, the deduction will in principle not exceed the refundable order value.
G.5 Customs-clearance failure not caused by the customer
If a customs-clearance issue results from incorrect Product information, incorrect commercial documents, or failure to perform legally required certification or import obligations by Penguins Innovate, the Seller of Record, an Authorized Reseller or their designated service provider, the responsible party will bear the reasonable costs and provide an appropriate solution.
G.6 Local consumer rights
This Appendix does not exclude, limit or reduce any mandatory consumer right provided by applicable law in the United Arab Emirates or Saudi Arabia.
Appendix H — Other Countries and Territories
For countries and territories not separately listed, this Policy applies together with the order terms and all mandatory local law. Penguins Innovate may limit direct sales to territories where Product certification, delivery, installation guidance and reasonable warranty-service operations are available.