Return & Exchange Policy

At House of Basera, every piece is chosen with care to bring beauty, comfort, and quiet luxury into your home. We hope your purchase feels as considered as it did when you selected it.

Should something not be quite right, we are here to assist you with a smooth and thoughtful return or exchange process. Please read the policy below carefully before initiating a request.

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Return & Exchange Eligibility

We accept returns or exchanges under the following circumstances:

• An incorrect product has been delivered.
• The product has been received in a damaged or defective condition.
• There is a size or dimension concern, where applicable.

To be eligible for a return or exchange, the product must:

• Be unused, unwashed, and unaltered.
• Be returned with all original tags, labels, inserts, and packaging intact.
• Be returned as a complete set, where applicable.
• Be free from signs of wear, fragrance, stains, marks, or damage.

Please Note: Products purchased during clearance sales, promotional events, or marked as Final Sale are not eligible for return or exchange unless they are damaged, defective, or an incorrect product has been delivered.

Return Window & Request Process

Return or exchange requests must be initiated within 3 days of the delivery date.

To begin your request, please contact us through our website chat, Shopify Inbox, or email us at thehouseofbasera@gmail.com with the following information:

• Your order number.
• Reason for the return or exchange request.
• Clear photographs and/or videos of the product (mandatory for damaged or incorrect products).
• Photographs of the product packaging.
• Courier tracking details (if the product is being self-shipped).

Once your request is received, our team will review the information and guide you through the next steps.

All return and exchange requests are subject to verification and approval by the House of Basera team.

Return Shipping

Incorrect or Damaged Products

If you receive an incorrect or damaged product, we will arrange a reverse pickup at no additional cost wherever our pickup service is available.

• Up to three pickup attempts will be made within approximately 72 hours.
• If all pickup attempts are unsuccessful, the product must be self-shipped to our return address.
• The product must be packed securely using its original packaging to prevent transit damage.
• Clear photographs or videos of both the product and packaging must be shared before initiating the return.

Size or Dimension Exchanges

For exchanges requested due to size or dimension concerns, the customer is responsible for the return shipping charges.

Please ensure that:

• The product is packed securely in its original packaging.
• The order number and exchange details are included inside the package.
• The shipment tracking details are shared with us by email or WhatsApp.

Once the returned product is received and successfully passes our Quality Check process, we will dispatch the replacement product, subject to stock availability.

If the requested replacement is unavailable, you may choose another product of equal value, pay the difference for a higher-priced product, or receive House of Basera store credit.

A maximum of one size or dimension exchange per order is permitted.

Other Approved Returns

In exceptional cases where a return is approved outside the situations mentioned above, a restocking fee of ₹150 may apply under our Fair Usage Policy.

• Where reverse pickup is unavailable, customers must self-ship the product to our return address.
• Original shipping charges (if any) are non-refundable unless the return is due to our error.

Approved refunds will be processed as follows:

• For prepaid orders, refunds will be issued to the original payment method or as House of Basera Store Credit, as applicable.
• For Cash on Delivery (COD) orders, refunds will be issued only as a House of Basera Store Credit Voucher.
• Refunds are processed within 10–15 business days after the returned product successfully passes our Quality Check.
• Store Credit Vouchers remain valid for 90 days from the date of issue.

Please do not ship any product to us without first receiving confirmation from our customer support team.

Refund Process

Prepaid Orders

Once the returned product is received and successfully passes our Quality Check process, the refund will be processed to the original payment method.

Processing Time: 10–15 business days from the date the return is approved after inspection.

Cash on Delivery (COD) Orders

Refunds for COD orders are issued only as a House of Basera Store Credit Voucher.

• Issued within 10–15 business days after return approval.
• Valid for 90 days from the date of issue.
• Store Credit may be used on future purchases through our website.

Order Cancellation

Orders may be cancelled only before they have been dispatched from our warehouse.

• Once an order has been shipped, it cannot be cancelled.
• This Return & Exchange Policy will govern shipped orders.
• For prepaid orders cancelled before dispatch, refunds will be processed to the original payment method within 7–10 business days.

Non-Returnable Items

The following products are not eligible for return or exchange:

• Gift Cards.
• Customized, personalised or made-to-order products.
• Products purchased during clearance sales or marked as Final Sale.
• Products without original tags, labels or packaging.
• Used, worn, washed, altered, stained or damaged products.
• Products returned after the return window has expired.
• Incomplete product sets, including missing covers, inserts, accessories or packaging components.

Quality Check Process

Every returned product undergoes a thorough Quality Check before a refund or replacement is approved.

Products may be rejected if they show signs of:

• Use, wear or washing.
• Fragrance, stains, marks or other damage.
• Missing tags, labels, packaging or accessories.
• Being different from the originally delivered product.
• Damage caused due to inadequate return packaging.

Quality inspections are generally completed within 2–3 business days after the returned product reaches our warehouse.

Refunds or exchanges are processed only after the product successfully passes our Quality Check process.

Natural Variations

Many of our products feature natural fabrics, handcrafted details and artisanal finishes. Slight variations in colour, weave, texture, print placement, wood grain, marble patterns or handcrafted finishes are inherent characteristics of the product and are not considered defects. Colours may also appear slightly different depending on your screen settings and lighting conditions.

Refused Deliveries

If a shipment is refused at the time of delivery without prior approval from House of Basera, any shipping or return courier charges incurred may be deducted from the eligible refund amount.

Customer Support

Our Customer Care team is available:

Monday to Saturday
10:00 AM – 7:00 PM (IST)

You can reach us through:

Email: thehouseofbasera@gmail.com
WhatsApp: +91 76328 49424

We aim to respond to all queries within 24 business hours. For faster assistance, kindly include your order number along with any relevant photos, videos or courier tracking details.

Important Note from House of Basera

At House of Basera, we believe every home deserves thoughtfully chosen pieces that bring warmth, comfort and timeless elegance. Your trust means a great deal to us, and we strive to ensure every experience with our brand reflects the same care that goes into every product we create and curate.

To ensure a smooth return or exchange process, please retain all original packaging until you are completely satisfied with your purchase.

For self-shipped returns, kindly retain your courier receipt and share the shipment tracking number with us via email or WhatsApp. House of Basera cannot be held responsible for products that are lost or damaged during transit due to inadequate packaging or courier handling.

For damaged or incorrect products, please capture clear photographs and videos of both the product and its packaging before initiating your return request.

If you ever need assistance, our team will be happy to guide you every step of the way.

Force Majeure

House of Basera shall not be held responsible for delays in pickups, replacements, refunds or deliveries arising from circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, transportation disruptions, government restrictions or courier service interruptions.

This policy may be updated from time time without prior notice. The latest version published on the House of Basera website shall supersede all previous versions.

Last Updated: 05 July 2026