At Poojahouse.com we are dedicated to ensuring our customers' satisfaction with the products they order from our website.
However, due to the nature of the products we implore you to kindly refer to the below mentioned policy before requesting a return/exchange and/or refund –
- Wrong Product: If an incorrect product has been shipped to you, or if a product does not match the item ordered by the customer.
- Manufacturing Defect: If you receive a product with a manufacturing defect.
- Damaged Condition: If the product arrives in a damaged condition.
Please note –
- While we want to ensure you are satisfied with your purchase, we cannot guarantee that each request for return/refund and/or exchange will be accepted by us. We reserve the right to refuse and/or deny any such request if it is not aligned with the below mentioned conditions.
- Note - The Customer acknowledges and agrees that, due to the nature of the products, the Company may require videographic/photographic proof to process any return or exchange request. This videographic/photographic evidence is necessary for the Company to internally evaluate the condition of the product and make an informed decision regarding the return or exchange request. Failure to provide such proof, as requested, will render the Company unable to process the return or exchange request. The Customer agrees that the submission of the required video is a prerequisite for the consideration of any return or exchange, and without it, no further action will be taken by the Company.
Return Process
A) CANCELLATION
We prioritize 100% customer satisfaction. If you wish to cancel an order for any reason, please contact us at support@thepoojahouse.com within 12 hours of placing the order, and we will be glad to assist you. Please note that same-day/fixed-time delivery orders under certain categories including but not limited to items of perishable nature cannot be canceled under any circumstances. If the order has already been dispatched, cancellation is not permitted.
B) BREAKAGES
In the event of breakage or any in-transit damage, please send an unboxing video of the product within 12 hours of delivery to our email support@thepoojahouse.com address the issue. Please note that videographic proof is mandatory so as to internally evaluate your return/refund/exchange request and make an informed decision in regards to your request.
C) WRONG PRODUCT RECEIVED
If, by any chance, the product you have ordered differs from what you had intended to order (verified by unboxing video), please promptly report the issue to us via our chat support or email support@thepoojahouse.com You may return the product unused and in the same condition as received, in its original packaging along with all original contents (including accessories) for a refund or exchange within 24 hours of delivery. Our support team will guide you through the return pickup process.
Please note that any request for a return, exchange, or refund that falls outside the scope of the circumstances outlined above will not be processed. However, you may contact our support team for further assistance. The support team will verify the facts of the case and, at its sole discretion, make a determination regarding the eligibility of the request. The decision made by the support team shall be final.
Exclusions for Returns or Exchanges
The Company shall not accept returns or exchanges for the following reasons:
- Change of Mind: If the Customer simply dislikes the product or no longer wishes to retain it.
- Minor Flaws or Packaging Issues: If there are minor imperfections or issues with the packaging that do not affect the functionality or quality of the product.
- Slight Color or Size Variations: If there are slight differences in color or size from what was perceived during the purchase, such variations may occur due to factors such as lighting, screen resolution, or manufacturing tolerances.
The Customer is strongly encouraged to carefully review the size chart and product descriptions prior to making a purchase to ensure that the correct size and specifications are selected. The Company shall not be liable for any issues related to sizing or color discrepancies that are within normal and acceptable variations.
Sale items (if applicable):
All items marked as "Sale" or purchased at a discounted price are final sale. These items are not eligible for return, exchange, or refund under any circumstances. By completing the purchase of a sale item, you acknowledge and agree that the sale is final.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver only as we only refund to the source account of payment.
Refund Process -
Once your return is received and duly inspected by our team, we will send you an email acknowledging that we have received your returned item. We will also notify you of the approval or rejection of your refund based on our internal inspection.
Note – We kindly request that you acknowledge our inability to process refunds to any account other than the original source of payment. This policy is in place to comply with applicable legal requirements and to avoid any potential legal or penal consequences. Refunds will only be issued to the payment method and/or original account initially used for the transaction.
For orders placed using the Cash on Delivery ("COD") payment method, the Company will require additional details to process any refund. In compliance with applicable laws, the Company is only authorized to issue refunds to the original recipient of the order. To ensure compliance, the Customer agrees to provide the necessary bank details, including but not limited to a copy of a canceled cheque, passbook details, or any other information required for processing the refund. The Customer further acknowledges that the refund will only be processed if the details provided, including but not limited to the customer’s name and address at the time of the order placement, match the information on record. Failure to provide accurate and matching details may result in an inability to process the refund.
Refund Processing Time
After the refund has been initiated in line with the Returns Policy, the refund amount is expected to reflect in the customer's account within the following timelines:
Online Refund: Upto 7 to 10 working days post-refund initiation, depending on your bank partner.
Please note that thePoojahouse.com initiates the refund once a successful return pickup has been completed, and the returned item has reached us and passed the quality check. Therefore, the refund initiation time may vary depending on the courier partner's time to deliver the return to a thePoojahouse.com warehouse. In case of any refund discrepancies, the company may, at its sole discretion, request a screenshot of your bank statement to be sent to support@thepoojahouse.com. Please note that we ask you for any additional details to process your request. Please note that we shall only request such information through our official channels of communication.
Refund policies in International orders ( outside India ):
In the event of an issue with the delivery of an international order, we will process a refund to the original payment method within 40 to 45 days. This refund policy applies exclusively to international orders. Please be advised that we are not responsible for any custom charges, duties, VAT, etc. that your country may be charging as these vary from case-to-case basis and are beyond our control. Please note that for international orders, if the shipment is either refused by the customer or cancelled after dispatch, the customer will be responsible for all customs duties, VAT, and other charges imposed by their country for the return of the items to us. Refunds will only be processed upon receipt of the returned items. Any balance due to the customer will be refunded in accordance with the applicable refund timeline, less any fees, customs duties, VAT, and other charges incurred for the return process.
You agree to provide accurate and complete information regarding the product, including but not limited to its value, nature, or name, and the return address, in the event of a return for any product originally shipped internationally by the Company. You acknowledge that failure to provide such correct and precise details may result in delays, complications with customs clearance, or violations of applicable laws and regulations.
You agree to cooperate fully with the Company to ensure compliance with all relevant laws and customs regulations during the return process. Any discrepancies in the information provided may prevent the Company from processing the return or may lead to additional charges or delays for which you will be solely responsible.
Sincerely,
THE POOJA HOUSE