1. Overview
This policy applies to products bought through The House of Rani online store. It works alongside our Terms of Service, Shipping Policy, and applicable law (including consumer protections in India where they apply to you).
2. Order cancellation (before dispatch)
You may request to cancel an order from your account while it is still being prepared and has not been handed to the courier for dispatch. Once the order status shows as shipped or dispatched, cancellation through the site may no longer be available; contact us at support@thehouseofrani.com with your order number and we will advise what is possible.
Approved cancellations before dispatch are refunded as per the original payment method where technically possible, in line with the fee rules in Section 5.
3. How to start a return
To request a return, sign in and open My orders, select the relevant order, and use the return or support options shown there (or follow the instructions in your delivery or order email). If you cannot find the option, email support@thehouseofrani.com with your order number, the item(s) you wish to return, and a brief reason. We will confirm eligibility and the next steps (including return address or pickup, where offered).
Items should be returned unused, unworn, with tags attached, and in original packaging where reasonable, unless the return is due to a defect or an error on our part. We reserve the right to refuse returns that do not meet these conditions or that fall outside the communicated return window.
4. Custom, altered, and final-sale items
Made-to-order, personalised, or heavily altered pieces may be non-returnable except where they are faulty or not as described. Any exception will be stated clearly at checkout or in your order confirmation.
5. Refunds — product value, COD, and shipping
When a return is approved and we receive the item back (and inspect it where needed), refunds are generally applied to the product value of the returned line items, using the same payment route as the original order where possible.
- Cash on delivery (COD): Any separate COD handling, convenience, or collection fee charged on the order is not refundable as part of a return or order cancellation, even when the product amount is refunded.
- Shipping charges: Standard outbound shipping fees (including cases where free shipping applied only above a certain cart value, e.g. orders under ₹1,099 where a shipping fee was charged) are not refunded on a change of mind or size/colour preference return, unless we sent the wrong item, the item is defective, or we have explicitly agreed otherwise in writing.
If you paid only by COD, any refund of product value will be handled as agreed in writing (for example bank transfer or store credit), after we confirm receipt and condition of the goods.
6. Timelines
Return windows and processing times may vary by product category and promotion; the applicable window will be stated on the product page, checkout, or in your order email where we offer returns. Refunds, after approval, are typically initiated within a reasonable number of working days after we receive the return; your bank or wallet may take additional time to show the credit.
7. Faulty or incorrect items
If you receive a damaged, defective, or wrong item, contact us at support@thehouseofrani.com with photos and your order number within a reasonable time of delivery. We will work with you on replacement or refund as appropriate.
8. Questions
For anything not covered here, write to support@thehouseofrani.com. We aim to respond in a timely manner during business days.
