Refund policy

Refund & Return Policy

At House of Epics, we are committed to delivering high-quality products and a smooth shopping experience. Please read our refund and return policy carefully before placing your order.

1. Damaged or Defective Product

If you receive a damaged, defective, or incorrect product, you are eligible for a full replacement or refund.

Important Conditions:

-You must provide a clear unboxing video recorded from the moment the sealed package is opened.
-The video should clearly show the condition of the package and the product inside.
-Claims submitted without an unboxing video will not be accepted.

Once the issue is verified by our team, we will process the refund or replacement accordingly.

2. Order Cancellation Before Shipping

If you wish to cancel your order before it has been shipped, you may request a refund.

Refund Eligibility:

-Orders cancelled before dispatch are eligible for a 50% refund of the order value.
-Once the order has been shipped, cancellations are no longer eligible for a refund.

To request a cancellation, please contact our support team as soon as possible.

3. Delivery Delays

If your order has not been delivered within a reasonable timeframe due to courier-related issues, you may contact our support team for assistance.

In cases where the shipment is confirmed lost or undeliverable by the courier partner, a refund may be issued after verification.

Please note: Refund requests for delivery delays must be raised before the order is successfully delivered.

4. Return to Origin (RTO) Policy

What is RTO?

RTO (Return to Origin) occurs when a shipped order is returned back to us by the courier company after multiple unsuccessful delivery attempts.

Common reasons include:

  • Customer unavailable during delivery attempts
  • Calls from the delivery executive not answered
  • Incorrect or incomplete shipping address provided
  • Refusal to accept the order

If Your Order Becomes RTO

You may choose one of the following options:

Option 1: Re-Shipping

We can re-dispatch the order after confirming your address and contact details.

Additional shipping charges may apply depending on the reason for the RTO and the destination.

Option 2: Refund

If you prefer not to have the order re-shipped, a refund can be processed.

In such cases, 40% of the total order value will be deducted to cover shipping, handling, packaging, payment gateway, and RTO charges.

The remaining amount will be refunded to your original payment method.

Example

  • Order Value: ₹2,000
  • 40% Deduction: ₹800
  • Refund Amount: ₹1,200

5. Non-Refundable Situations

Refunds will not be provided in the following situations:

  • Change of mind after the order has been shipped
  • Claims for damaged products without a valid unboxing video
  • Incorrect shipping address provided by the customer
  • Failure to receive the order due to customer unavailability
  • Refusal to accept delivery without a valid reason
  • Minor variations in color, finish, or appearance that may occur due to photography, screen settings, or handcrafted production processes

6. Refund Processing Time

Once approved, refunds are typically processed within 5-10 business days. The exact timeline may vary depending on your payment provider or bank.

7. Contact Us

For any questions regarding returns, refunds, or order-related concerns, please contact our support team.

We appreciate your trust in House of Epics and thank you for supporting our brand.