Refund policy
At House of Strings, each product is handcrafted with love, care, and intention. Slight variations in color, weave, or shape are part of the handmade charm and make each piece one-of-a-kind. We’re committed to ensuring that you have a delightful experience from purchase to delivery, and we’re here to support you in the rare case something goes wrong.
1. Returns
We accept returns only in the following scenarios:
Eligible for Return
- You received a damaged product (damage occurred during shipping).
- You received the wrong product (incorrect item or model sent).
Not Eligible for Return
- You changed your mind after receiving the product.
- You don’t like the color/texture/size due to personal preferences.
- Slight variations in shade, shape, or weave due to the handmade process.
- The product has been used, installed, or is not in original condition.
How to Request a Return
- Email us at support@houseofstrings.in within 48 hours of delivery.
- Include:
- Your order number
- Clear photographs showing the issue
- Unboxing video (if available—it helps speed up the process)
- Our team will review and respond within 24–48 hours.
Once approved:
- We will schedule a reverse pickup via our delivery partner.
- Products must be packed securely in original packaging with all tags, cords, and accessories included.
Refunds are initiated only after the product is received, inspected, and approved at our facility. Inspection typically takes 2–3 business days post-delivery.
2. Refunds
Refunds are issued when:
- You return a damaged or incorrect product (approved case).
- Your order is cancelled within 24 hours and has not yet been shipped.
- A product is out of stock and cannot be fulfilled.
Refund Timelines
- Refunds are processed to your original payment method (Razorpay, UPI, or bank) within 5–7 business days from the date of product approval.
- You’ll receive an email confirmation once the refund is initiated.
Refunds are NOT issued for:
- Unapproved returns
- Items returned in used/damaged condition
- Delayed return requests (after 48 hours of delivery)
- Custom/bulk orders
3. Exchanges
We offer easy and seamless exchanges, with the option of combined delivery + pickup to make it convenient for you.
When are Exchanges Allowed?
- If your product arrived damaged and you'd prefer a replacement instead of a refund.
- You received the wrong product.
- You’d like to exchange it for a different product (of equal or higher value).
How Exchanges Work
- Email us within 48 hours of receiving the product.
- Once your exchange request is approved:
- We will ship your new product.
- Our delivery agent will collect the original item at the time of delivery.
- A flat exchange logistics charge of ₹199 applies only if the exchange is requested due to personal preference.
- This includes both delivery and reverse pickup.
- Must be paid in advance via UPI or payment link shared with you.
Conditions
- The original product must be returned unused and in original packaging.
- Exchanges are allowed once per order.
- Products can be exchanged for items of the same or higher value only.
- In case of price difference, we will share a payment link for the balance amount.
4. Order Cancellations
- Orders can be cancelled within 24 hours of placing the order, provided they have not been packed or shipped.
- To cancel, email us at support@houseofstrings.in with your order number.
- After 24 hours or once shipped, orders cannot be cancelled.
5. Additional Notes
- Products purchased during sales or with discount codes are not eligible for returns or exchanges based on personal preference. Damaged or incorrect items are fully supported.
- All approved returns and exchanges must be completed within 7 days of approval.
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If the product is not returned within the specified timeline, the request may be cancelled.
6. Need Assistance?
We’re here to help! For any support or clarifications, contact us:
Email: support@houseofstrings.in
Thank you for supporting handmade artistry and conscious living through House of Strings.