Returns, Exchange and Cancellations Policy

Return, Exchange & Refund Policy

At House of Crockery, every order is packed with care. But we know that with fragile products, things can occasionally go wrong in transit. This policy exists to make sure you're covered - fairly and clearly.

Please read this before placing your order.


 

1. Our Commitment

If your order arrives damaged, defective, or incorrect - we will make it right. We offer replacements, exchanges, and refunds depending on the situation. What we don't accept is returns for change of mind, because crockery is fragile and return transit creates more risk for everyone.


 

2. What Qualifies

We accept requests only in these cases:

● Product delivered damaged or broken
● Manufacturing defect (cracks, chips, incorrect print, missing pieces)
● Wrong product delivered

We do not accept requests for:

● Change of mind or preference
● Minor colour differences due to screen settings
● Products used, washed, or handled after delivery
● Damage caused by the customer after delivery
● Claims without an unboxing video
● Requests raised after 48 hours of delivery

 

3. Unboxing Video — Non-Negotiable

An unboxing video is mandatory for all claims - no exceptions.

The video must:

● Start with the sealed, unopened package
● Show the full unboxing in one continuous shot - no cuts or pauses
● Clearly show the damage, defect, or wrong product
● Include all packaging material and the outer box

Record it at the time of delivery. Videos made after opening, or with gaps/cuts, will not be accepted.


 

4. How to Raise a Request

1. Record your unboxing video at delivery
2. Email us at support@thehouseofcrockery.in within 48 hours
3. Include your name, order number, description of the issue, unboxing video link, and 2 to 4 photos
4. We'll review and respond within 2-3 working days

 

5. Replacement

If your claim is approved, we'll ship a replacement of the same product at no extra cost within 3-5 working days. Replacement is subject to stock availability. Only one replacement per order.


 

6. Exchange

If the exact product is out of stock and you'd prefer something different, we'll offer you an exchange of equal value. You can pick an alternative from our store and we'll dispatch it once confirmed. No extra charge if the value matches. If the new item is higher in value, you pay the difference. If lower, we refund the balance.


 

7. Refund

Refunds are the last resort - issued only when neither replacement nor exchange is possible.

If approved:

● Refunded to your original payment method
● UPI/Wallet: 2-3 working days
● Credit/Debit Card or Net Banking: 5-7 working days
● You'll receive a confirmation email once initiated

8. Non-Returnable Items

These cannot be returned, exchanged, or refunded under any circumstance:

● Clearance or final sale products
● Customised or personalised items
● Gift sets opened and partially used
● Items reported without original packaging

9. Late or Missing Refunds

Check your bank account or payment app first. Then contact your bank - processing times vary. If still unresolved, email us at support@thehouseofcrockery.in with your order number and we'll investigate within 3-5 working days.

Contact Us
Email: support@thehouseofcrockery.in
WhatsApp: 7814046807
Monday to Saturday, 10 AM – 6 PM IST