Refund policy
7-Day Return and Refund Policy
Last updated: 15 July 2026
At The House of Saaj, we carefully inspect and package every piece before dispatch. We want you to be completely satisfied with your purchase. This Return and Refund Policy explains how returns, refunds, exchanges, damaged products, and order cancellations are handled.
1. Seven-Day Return Policy
All products purchased from The House of Saaj are eligible for return within 7 calendar days from the date of delivery, subject to the conditions stated below.
To qualify for a return:
- The return request must be submitted within 7 calendar days of delivery.
- The product must be unused, unworn, unwashed, unaltered, and in its original condition.
- All original tags, labels, hygiene seals, protective coverings, accessories, certificates, boxes, pouches, and packaging must be intact and returned with the product.
- The product must not show signs of wear, scratches, perfume, makeup, moisture, chemical exposure, damage, or alteration.
- A valid order number or proof of purchase must be provided.
All eligible products, including discounted or sale products, may be returned under this policy provided they meet the above conditions.
Products that are returned without their original packaging, tags, accessories, or in a used or damaged condition may not be accepted.
2. How to Request a Return
To initiate a return, email us at info@thehouseofsaaj.com within 7 calendar days of receiving your order.
Please include:
- Your full name
- Order number
- Name of the product being returned
- Reason for the return
- Clear photographs of the product and packaging
- Photographs showing any damage, defect, or incorrect product, where applicable
After reviewing your request, we will share return approval and return-shipping instructions.
Please do not send a product back without first contacting us. Products returned without prior communication or approval may not be accepted or processed.
3. Damaged, Defective, Incorrect, or Missing Products
Please inspect your order immediately after delivery.
In case you receive a product that is:
- Damaged during transit
- Defective
- Different from the product ordered
- Materially different from its description
- Missing an item or component
Please contact us as soon as possible, preferably within 48 hours of delivery and no later than 7 calendar days after delivery.
You may be requested to provide clear photographs of:
- The outer shipping package
- The shipping label
- The product packaging
- The damaged, defective, or incorrect product
An unboxing video may help us investigate the issue more quickly, but the absence of an unboxing video will not automatically invalidate a genuine claim.
After verification, we will offer an appropriate resolution, which may include a replacement, exchange, store credit, or refund. For an approved damaged, defective, or incorrect-product claim, The House of Saaj will bear the reasonable return-shipping cost.
4. Change-of-Mind Returns
Returns requested because of a change of mind, personal preference, colour preference, design preference, fit, or any other reason unrelated to a defect are accepted within the 7-day return period, provided the product meets all return conditions.
For change-of-mind returns:
- The customer will be responsible for safely shipping the product back to us.
- Return-shipping charges will be paid by the customer.
- The original shipping, handling, convenience, or Cash on Delivery charges, where applicable, will not be refunded.
- The customer should use a reliable and trackable courier service.
- The House of Saaj will not be responsible for a return shipment that is lost, damaged, or misdirected before reaching us.
5. Return Inspection
All returned products are inspected after they reach us.
The inspection generally covers:
- Product condition
- Signs of wear or use
- Tags and labels
- Original packaging
- Hygiene seals and protective coverings
- Accessories and components
- Damage caused after delivery
We will inform you by email whether your return has been approved or rejected.
Where a returned product does not meet the conditions of this policy, the refund may be declined. The product may be sent back to the customer, and the customer may be required to pay the applicable shipping charges.
6. Refund Process
Once the returned product has been received and approved after inspection, the refund will be initiated within 5–7 business days.
Refunds for prepaid orders will ordinarily be issued to the original payment method used when placing the order.
For Cash on Delivery orders, the refund may be processed through bank transfer or UPI. The customer will be required to provide accurate bank account or UPI details. The House of Saaj will not be responsible for delays caused by incorrect information supplied by the customer.
After a refund has been initiated, the time taken for the amount to appear in the customer’s account will depend on the bank, card issuer, UPI provider, payment gateway, or other financial institution. This may take an additional 5–10 business days.
7. Refund Amount
For an approved change-of-mind return, the refund will ordinarily include the amount paid for the returned product after accounting for discounts, promotional offers, coupons, or reward benefits applied to the order.
The following charges are non-refundable for change-of-mind returns:
- Original shipping charges
- Cash on Delivery charges
- Convenience or handling charges
- Gift-wrapping charges
- Return-shipping charges
For an approved claim involving a damaged, defective, misdescribed, or incorrect product, we will refund the product amount and applicable standard shipping charges, or provide another mutually agreed resolution.
8. Promotional Offers and Bundled Products
Where a product was purchased as part of a bundle, set, combo, “buy one get one” promotion, or another promotional offer, all products forming part of that offer may need to be returned together.
Where only part of a promotional order is returned, the refund will be recalculated based on the terms of the promotion and the price of the products retained by the customer.
Any complimentary or free product supplied with the returned product must also be returned in unused and original condition. If the complimentary product is not returned, its value may be deducted from the refund.
9. Exchanges
Exchange requests may be accepted within 7 calendar days of delivery, subject to product availability and compliance with the return conditions stated in this policy.
If the requested replacement product is unavailable, the customer may choose another available product, store credit, or a refund, as applicable.
Any price difference for the replacement product must be paid by the customer. Where the replacement product has a lower price, the balance will be refunded or issued as store credit, depending on the agreed resolution.
10. Order Cancellations
An order may be cancelled before it has been dispatched by contacting us at info@thehouseofsaaj.com.
Once an order has been dispatched, it cannot ordinarily be cancelled. The customer may receive the order and request a return in accordance with this policy.
If a prepaid order is successfully cancelled before dispatch, the refund will be initiated to the original payment method within 5–7 business days.
The House of Saaj reserves the right to cancel an order because of stock unavailability, pricing or listing errors, payment verification issues, suspected fraudulent activity, delivery restrictions, or circumstances beyond our reasonable control. In such cases, any payment received will be refunded.
11. Refused or Undeliverable Orders
Where an order is refused at delivery or cannot be delivered because of an incorrect address, unavailable recipient, repeated failed delivery attempts, or another reason attributable to the customer, the actual forward and return-shipping costs may be deducted from the refund.
For Cash on Delivery orders that are repeatedly refused or remain undeliverable, The House of Saaj may restrict Cash on Delivery availability for future orders placed using the same customer details.
12. Product Appearance and Care
Jewellery may appear slightly different because of lighting, photography, screen settings, hand-finishing, stone placement, or minor variations in handcrafted products. Such minor variations do not affect the customer’s right to request a return within the applicable 7-day period.
Damage caused by improper storage, mishandling, normal wear and tear, contact with water, perfume, cosmetics, sweat, chemicals, or failure to follow product-care instructions will not be treated as a manufacturing defect.
13. Statutory Consumer Rights
Nothing in this policy is intended to restrict or exclude any rights available to customers under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law in India.
Where any provision of this policy conflicts with applicable law, the applicable law will prevail.
14. Contact and Grievance Redressal
For return requests, refund questions, order-related concerns, or consumer grievances, please contact:
The House of Saaj
Email: info@thehouseofsaaj.com
Address: A-9/01, Shiv Bhawan, Behind A Square Mall, Sector 73, Noida – 201304, Uttar Pradesh, India
We aim to acknowledge customer complaints within 48 hours and make reasonable efforts to resolve them within the period prescribed under applicable law.