Effective date: October 2026
Last updated: October 2026
Suggested website path /return-exchange-refund-policy/
This policy explains the conditions and process for requesting a return, exchange or refund for products purchased directly from www.houseofprianjali.com.
1. Request window
A request for an eligible return or exchange must be submitted within 3 calendar days after recorded delivery. For faster investigation, a damaged, incorrect or incomplete order should be reported within 48 hours after delivery. A prompt-reporting request assists investigation but does not remove any non-excludable statutory right.
2. How to submit a request
Email prianjali@houseofprianjali.com or use RETURNS PORTAL. Include the order number, product, reason, requested remedy and photographs reasonably showing the product, tags, packaging and shipping label where relevant. An unboxing video may assist an investigation but will not be the sole condition for considering a genuine statutory claim.
3. Eligibility for an ordinary return or exchange
Unless a product page states a lawful and clearly disclosed exception, an ordinary return or exchange requires the product to be:
• unused, unworn, unwashed, unaltered and free from stains, odour, damage or signs of wear;
• returned with original tags, labels, accessories, components and packaging;
• supported by the order number or other proof of purchase; and
• sent or handed over according to the authorised return instructions.
Trying on a garment carefully for fit is permitted, but use beyond what is reasonably necessary to assess fit may make an ordinary return ineligible.
4. Products that may not qualify for change of mind returns
Subject always to applicable law, the following may be excluded from an ordinary change-of-mind return or exchange if clearly disclosed before purchase:
• made-to-order, personalised, customised or altered products;
• products marked final sale or non-returnable on the product page;
• products subject to hygiene restrictions once a hygiene seal is opened;
• gift cards, vouchers or promotional benefits that are not redeemable for cash; and
• products returned outside the published window or without required original components.
These exclusions do not remove remedies for a product that is defective, damaged, incorrect, counterfeit, unsafe or materially different from its description.
5. Inspection
Returned products are inspected after receipt. We will confirm whether the request is approved, requires further information or is rejected with reasons. Approval of a pickup or receipt at our premises does not itself guarantee a refund. We will not make deductions for damage caused by our courier or by an existing defect attributable to us.
6. Exchanges
Eligible products may be exchanged for size only subject to stock. The number of exchanges permitted per item is one (1). If the replacement costs more, the customer must pay the difference through an authorised method. If it costs less, the difference will be handled by STORE CREDIT METHOD. We cannot reserve replacement stock until the exchange is approved.
7. Reverse pickup and shipping costs
Reverse collection will be arranged through REVERSE PICKUP where available, from the original delivery address. Reverse pickup is subject to courier serviceability. The customer must:
- keep the product packed and ready
- Be available during the pickup attempt.
- Handover the correct approved product.
- Obtain or retain the pickup acknowledgement, where available.
If a reverse pickup fails because the customer unavailable, supplies an incorrect address or does not keep the package ready, a further pickup fee may apply.
8 Damaged defective incorrect or incomplete orders
If an order arrives damaged, defective, incorrect or incomplete, retain the product and packaging and contact us promptly. After verification, we will offer the remedy required by applicable law and, where appropriate, a replacement, completion of the order or refund. We may refuse a claim that is fraudulent or concerns damage caused after delivery by misuse, unauthorised alteration or care contrary to instructions, but will provide reasons.
9 Refund method and timing
An approved refund will be initiated within 5-7 business days after APPROVAL EVENT. A prepaid refund will ordinarily be returned to the original payment method. A Cash on Delivery (COD) refund, if applicable, will be issued by House of Prianjali through bank transfer (NEFT/IMPS) to the customer’s verified bank account. To process the refund, we may request the account holder’s name, bank account number and IFSC code through a secure channel provided by our customer support team. Refunds will be processed within the timeframe stated in our Refund Policy, following approval and receipt of complete and correct bank details. We will never ask for your OTP, UPI PIN, card PIN, CVV or banking password to process a refund.
After initiation, Razorpay or another payment provider, the customer’s bank, card issuer or UPI provider may require additional time to reflect the credit. We will provide a refund reference where available.
10. Shipping charges discounts and partial returns
Original delivery charges are NON-REFUNDABLE FOR ORDINARY RETURNS. They will be refunded where required by law or where the return results from our error and the entire order is returned. Refunds for discounted bundles, multi-buy offers or partial returns may be recalculated according to the terms disclosed with the promotion. Any deduction will be explained before completion.
11 Rejected or unclaimed returns
If a returned product is ineligible, we will notify the customer and explain available options. Re-delivery and storage arrangements, including any reasonable charge, will be communicated to the customer in advance and agreed upon before any charge is incurred. House of Prianjali will provide details of applicable charges, storage period and deadline for arranging re-delivery through the customer’s registered contact details. A product will not be disposed of without reasonable notice unless required for safety, hygiene or legal reasons.
12. Contact
Email: prianjali@houseofprianjali.com
Telephone: +91 84477 57359
Return address: 72 GROUND FLOOR , F BLOCK EAST OF KAILASH, NEW DELHI – 110065