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Return, Refund & Cancellation

Last Updated: 09.09.2026

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House of Arah, operated by Arah Labs, a sole proprietorship based in Nagpur, Maharashtra, India, is committed to ensuring that every product reaches you in the condition in which it was intended to be received.

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As our products are handcrafted and made using natural materials, certain variations are inherent to the material and making process.

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This policy explains when returns, replacements, refunds and cancellations are available.

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1. RETURNS

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We do not accept returns for change of mind, personal preference, or simply because you no longer wish to keep the product.

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A return may be considered only in the following circumstances:

  • The product arrived damaged;

  • The product has a manufacturing defect;

  • The wrong product was sent;

  • The wrong quantity was sent; or

  • The product substantially differs from the product ordered.

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Return requests must be raised within 3 days of delivery.

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For products that arrive damaged, you must notify us within 48 hours of delivery and provide clear photographs and videos of:

  • The product and the damage;

  • The outer packaging;

  • The internal packaging; and

  • The unboxing process, wherever available.

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This information may be required for us to assess the issue and coordinate with our delivery partner.

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Products must be returned in their original packaging, unused and in the condition in which they were received, unless we specifically instruct otherwise.

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We reserve the right to reject a return, replacement or refund where the damage or issue appears to have resulted from misuse, improper handling, negligence, modification or failure to follow the care instructions provided with the product.

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2. ASSESSMENT OF DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

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Once a complaint is received, House of Arah will review the photographs, videos and other information provided and may request additional information where necessary.

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Following assessment, House of Arah will determine the appropriate resolution, which may include a replacement, repair, refund or another appropriate remedy.

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Where replacement is appropriate, replacement will generally be prioritised over a refund, subject to product availability and the nature of the issue.

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3. RETURN SHIPPING FOR DEFECTIVE OR DAMAGED PRODUCTS

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For an approved manufacturing defect, damaged product or incorrect product/quantity:

House of Arah will bear the applicable return shipping cost for the first two approved occurrences.


For subsequent approved cases, return shipping and any applicable repair/fixing charges may be chargeable to the customer.

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Where a product has been damaged during transit, House of Arah will investigate the matter with the relevant courier partner before determining the appropriate resolution.

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4. REFUNDS

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Where House of Arah determines that a refund is appropriate, the refund will generally be processed for the eligible amount after deduction of applicable shipping and transaction charges, where applicable and permitted by law.

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Refunds may be provided through:

  • The original payment method; or

  • Store credit, where offered or selected by the customer.

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Approved refunds will generally be processed within 7–10 business days after the refund has been confirmed by House of Arah.

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The time taken for the amount to reflect in the customer’s account may vary depending on the payment provider or bank.

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5. STORE CREDIT

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Where eligible for a refund, customers may be offered the option of receiving the applicable amount as store credit.

Store credit is subject to the terms communicated by House of Arah at the time it is issued.

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6. ORDER CANCELLATION

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Orders generally cannot be cancelled after they have been placed, except where otherwise required by applicable law or expressly agreed by House of Arah.

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For made-to-order products, production may begin specifically for the customer after the order is confirmed.

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Once production has commenced, the order cannot be cancelled, except where otherwise required by applicable law.

For the current launch, the Mirror Set is a made-to-order product.

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Ready-to-ship orders also cannot generally be cancelled after the order has been placed, except where otherwise required by applicable law.

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7. MADE-TO-ORDER & CUSTOMISED PRODUCTS

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Made-to-order and customised products are produced specifically for the customer and therefore cannot be returned or refunded due to change of mind, personal preference or dissatisfaction where the product has been correctly made according to the confirmed specifications.

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House of Arah may offer customisation relating to aspects such as:

  • Wood type;

  • Other materials;

  • Polish or finish;

  • Size; and

  • Other agreed specifications.

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Customisation requests are subject to feasibility and approval by House of Arah and may involve additional charges.

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A customisation is not considered confirmed until House of Arah has confirmed its feasibility, specifications and applicable charges with the customer.

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Customised products are non-returnable and non-refundable unless they are damaged, defective, incorrect or substantially different from the specifications confirmed with the customer.

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8. NO CHANGE-OF-MIND RETURNS OR EXCHANGES

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We do not accept returns or exchanges because:

  • You changed your mind;

  • You no longer like the product;

  • The product does not suit your space or personal preference;

  • You ordered the wrong size or specification; or

  • You simply no longer want the product.

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We do not offer exchanges for change of mind.

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9. NATURAL MATERIAL & HANDMADE VARIATIONS

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Our products are made using natural materials, including wood. Natural materials are inherently unique and may vary from one piece to another.

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Differences in:

  • Colour;

  • Grain pattern;

  • Texture;

  • Knots;

  • Natural markings;

  • Surface character; and

  • Minor variations arising from the making process are natural characteristics of the material and craftsmanship and do not constitute defects or grounds for return, replacement or refund.

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Wood may also respond naturally to changes in temperature, humidity and seasonal conditions. It may move, expand, contract or change in colour over time.

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These are inherent characteristics of natural wood and are not considered manufacturing defects.

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Customers are responsible for using and caring for products in accordance with the care instructions provided by House of Arah.

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We are not responsible for damage, deterioration or changes resulting from extreme environmental conditions, improper use, negligence or failure to follow the applicable care instructions.

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10. DELIVERY ISSUES

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Package appears damaged on delivery

If the package appears damaged when delivered, customers should accept the delivery and photograph or record the condition of the package and product, wherever possible.

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Please contact House of Arah promptly with photographs and/or videos so that we can investigate the issue.

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Package marked as delivered but not received

If a shipment is marked as delivered but you have not received it, please contact House of Arah immediately.

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We will investigate the matter with the relevant delivery partner and determine the appropriate resolution based on the outcome of the investigation.

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Shipment lost in transit

If a shipment is reported as lost, House of Arah will investigate the matter with the courier or delivery partner.

Where appropriate, House of Arah may arrange a replacement or refund after the investigation is completed.

The appropriate resolution will be determined on a case-by-case basis, subject to applicable law.

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11. INCORRECT SHIPPING INFORMATION

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Customers are responsible for providing accurate shipping information, including their name, phone number and delivery address.

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If incorrect or incomplete information is provided, please contact House of Arah as soon as possible.

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Any additional delivery or reshipping costs arising from incorrect information provided by the customer may be chargeable to the customer.

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12. REFUSAL OR NON-ACCEPTANCE OF DELIVERY

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Customers are expected to accept delivery of orders placed through House of Arah.

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Refusing or deliberately failing to accept an order without a valid reason may result in additional shipping, return-to-origin or other applicable charges and may affect the customer’s ability to place future orders with House of Arah.

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House of Arah reserves the right to take appropriate action available to it under applicable law in cases involving deliberate or fraudulent refusal of delivery.

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13. EXCHANGES

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House of Arah does not currently offer exchanges.

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This includes exchanges requested due to change of mind, personal preference, incorrect size selection or other reasons unrelated to an eligible product issue.

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Where a product is damaged, defective, incorrect or substantially different from what was ordered, the matter will be handled in accordance with the applicable return, replacement or refund provisions of this policy.

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14. WARRANTY

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House of Arah provides a 1-year warranty on eligible products.

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The warranty is separate from and in addition to the return and refund provisions described in this policy.

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Warranty coverage, exclusions and the process for making a warranty claim are set out in the Product Warranty section of our Terms & Conditions.

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15. HOW TO REQUEST A RETURN, REPLACEMENT OR REFUND

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To raise an eligible return, replacement or refund request, contact us at:

  • Email: info@houseofarah.com

  • Please include:

  • Your order number;

  • Name and contact details used for the order;

  • A description of the issue;

  • Clear photographs and/or videos of the product;

  • Photographs/videos of the packaging and unboxing, particularly in cases of transit damage; and

  • Any other information reasonably requested by House of Arah.

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Our team will review the request and communicate the next steps.

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16. CONTACT US

House of Arah
Operated by Arah Labs
Nagpur, Maharashtra, India

Email: info@houseofarah.com

Website: www.houseofarah.com
 

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