1. What this policy covers
This policy covers décor orders placed on House & Decore. A property is not bought through the site, so nothing here applies to a property transaction; those are agreed with the seller.
2. Cancelling before it ships
You may cancel any line of an order from the order page in your account at any time until the seller has shipped it. A cancelled line is refunded in full, delivery charge included where the whole order is cancelled. Once a line has shipped it cannot be cancelled, but it can be returned under section 3.
A seller may cancel a line they cannot fulfil — a piece that has since been damaged, or a stock error. You are told why, and the line is refunded in full.
3. Returning a delivered piece
You may ask to return a piece within seven days of the day it was delivered, from the order page. A return may be requested when the piece:
- arrived damaged or with parts missing;
- is not the piece, option or quantity you ordered; or
- is not as described, or is simply not right for the room — an unused piece in its original packaging.
Say what is wrong and, for damage, add a photograph. The seller decides within three working days; if they refuse, they must say why, and you may take it up with us through the contact page.
A piece cannot be returned if it was made to your measurements or personalised, if it has been used or assembled beyond checking it, or if it is a hygiene item that has been opened — the product page says so before you buy.
4. Collection
An approved return is collected from the delivery address by the seller's courier. Pack the piece as it arrived. Where the return is because of damage, an error or a misdescription the seller pays for collection; where the piece was simply not right, the collection charge shown on the return request is deducted from the refund.
5. How and when you are refunded
A refund is issued once the seller has received the piece back and checked it, and reaches you within seven working days of that:
- Paid online — to the card, UPI account or bank account you paid from.
- Cash on delivery — to a bank account you give us on the return request.
Every refund has its own reference, shown on the order page beside the lines it covers. A cancellation before shipping is refunded without waiting for a collection. If a refund has not arrived within the time above, write to us with the order reference.
6. Exchanges
We do not exchange. Return the piece under this policy and place a new order for the one you want.
7. Questions
Write to us from the contact page with the order reference. A complaint that is not resolved may go to our grievance officer, named on that page.