RETURN & REFUND POLICY

At THE HOUSE OF SUFI, every piece is thoughtfully packed before it begins its journey to you.

We hope you love what arrives. However, if your order reaches you damaged, defective or incorrect, we're here to help.

1. Return Eligibility

Under our standard store policy, returns are accepted only for products that arrive damaged, defective or incorrect.

Please contact us within 2 working days of delivery to report the issue.

We do not accept returns or exchanges for a change of mind, personal preference or normal wear and tear, except where required by applicable law.

Your statutory consumer rights remain unaffected by these conditions.

2. Before You Open Your Package

Please record a clear, continuous and uninterrupted unboxing video, beginning with the sealed package and continuing until the product is fully visible.

This helps us verify any damage, missing components or incorrect items.

An unboxing video is required for our standard damage and incorrect-item claims process. However, the absence of a video does not remove any rights or remedies available to you under applicable consumer protection law.

3. How to Report an Issue

Please email hello@thehouseofsufi.com within 2 working days of delivery.

Include the following:

• Your order number.
• A continuous unboxing video.
• Clear photographs of the product and packaging.
• A brief description of the issue.
• Our team will review your request and contact you with the next steps.

Please do not return any item before receiving instructions from our team.

4. Return Conditions

Where a return is approved, the product should be unused and unworn, with its original packaging, tags, cards and accessories, wherever reasonably possible.

Once your request is reviewed and approved, we will provide instructions for returning the product.

Return Address

THE HOUSE OF SUFI
64, Kanchan CHS, Building No. 13,
Behind Sagarika CHS, Bandra HIG Colony,
KC Marg, Next to Reclamation Bus Depot,
Reclamation, Bandra West,
Mumbai, Maharashtra – 400050, India.

Please do not send any product to this address without prior approval from our team.

For verified damaged, defective or incorrect orders, applicable return-shipping costs will be handled in accordance with consumer protection law and the instructions provided by our team.

5. Non-Returnable Items

Except where required by applicable law, the following are not eligible for returns or refunds under our standard store policy:

• Change of mind or personal preference.
• Normal wear and tear.
• Damage caused by misuse or improper handling after delivery.
• Products that have been used or altered after delivery, where such use or alteration makes them ineligible for return.
• Products that are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable legal requirements remain subject to statutory consumer remedies.

6. Exchanges

Exchanges may be offered where a damaged, defective or incorrect item has been delivered, subject to product availability and the resolution agreed with our team.

If an exchange is unavailable, we will consider an appropriate alternative remedy, including a refund where applicable.

7. Refunds

Once an approved returned product has been received and inspected, we will inform you of the outcome.

If a refund is approved, it will ordinarily be processed to the original payment method used for the purchase.

Refunds are typically credited within 5–7 business days after processing, depending on your bank or payment provider.

Where applicable law requires an earlier refund or a different procedure, the legal requirement will apply.

8. International Orders

International orders may be subject to customs duties, import taxes, shipping charges and additional requirements in the destination country.

Customers remain entitled to any mandatory consumer protection rights applicable to their purchases.

Our standard return conditions do not restrict statutory rights relating to faulty, damaged, defective or incorrectly supplied products.

9. European Union — 14-Day Right of Withdrawal

Where European Union consumer protection law applies to your purchase, you generally have the right to withdraw from an eligible online purchase within 14 calendar days of receiving the goods, without providing a reason.

This right is separate from our standard policy for damaged, defective or incorrect products.

To exercise your right of withdrawal, please email hello@thehouseofsufi.com within the applicable 14-day period, clearly stating your decision to withdraw and providing your order number.

After notifying us, you must return the goods within 14 days, unless we have agreed to collect them.

The products should be handled only as necessary to establish their nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is necessary.

Return Shipping Costs

For a standard change-of-mind withdrawal under the EU right of withdrawal, the customer is responsible for direct return-shipping costs, unless applicable law requires otherwise or we agree to cover them.

For faulty, defective or incorrectly supplied goods, the applicable statutory remedies and shipping-cost protections will apply.

Refunds Under the EU Right of Withdrawal

Where a valid withdrawal is exercised, we will refund the payments required by applicable law, including standard outbound delivery charges where required.

Additional charges for an expressly selected premium delivery service may not be refundable.

Refunds will be made within 14 days of receiving your withdrawal notification, although we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, where legally permitted.

Refunds will ordinarily be made using the original payment method unless otherwise agreed.

Exceptions

The statutory right of withdrawal may not apply to certain products, including:

• Goods made to the customer's specifications or clearly personalised.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
• Other goods specifically exempted under applicable law.
• Any exception will apply only where the relevant legal conditions are satisfied.

This section applies where EU consumer withdrawal rights legally govern the transaction. It does not automatically extend a 14-day change-of-mind return period to every international order.

10. Statutory Consumer Rights

Nothing in this policy excludes, restricts or overrides any rights that cannot lawfully be excluded under applicable consumer protection legislation.

This includes, where applicable, rights relating to defective products, products that do not match their description, incorrect deliveries, statutory guarantees, refunds, replacements and other legally available remedies.

Where a provision of this policy conflicts with mandatory consumer protection law, the applicable legal requirement will prevail.

11. Questions?

For assistance with returns, exchanges, refunds or order-related concerns, please contact:

THE HOUSE OF SUFI

Email: hello@thehouseofsufi.com

Every piece carries a story. We want yours to begin beautifully.