Return, Refund, Cancellation & Replacement Policy

This policy applies to all products sold by RasaHaus through its website and authorised sales channels, including bespoke furniture, bespoke lighting, candles, wax melts, diffusers, live plants, artificial plants, planters, mirrors, paintings, artwork and decorative items.

RasaHaus offers products that may be handcrafted, made-to-order, personalised, commissioned or manufactured according to individual customer requirements. This policy establishes the conditions governing cancellations, returns, replacements, refunds, inspections and claims, while preserving all mandatory consumer rights under applicable Indian law.

By placing an order, the customer acknowledges the applicable product description, approved specifications, order confirmation and the terms of this policy.

Nothing in this policy shall exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived under applicable law.

1. Product-Wise Return Policy Summary

The following summaries describe RasaHaus's standard commercial policy. They must be read with the detailed provisions below and do not override any mandatory statutory remedy.

These restrictions apply only to the extent permitted by applicable law. They do not prevent customers from exercising statutory rights relating to defective, deficient, misrepresented or otherwise non-compliant products.

2. Order Confirmation & Customer Approval

2.1. The product description, dimensions, materials, finishes, colours, quantities, electrical specifications and other particulars applicable to an order shall be those specified in the relevant website listing, quotation, invoice, order confirmation or written specifications approved by the customer.

2.2. For bespoke, made-to-order, personalised or commissioned products, the customer shall carefully review all drawings, dimensions, material selections, finishes, specifications and other relevant particulars communicated by RasaHaus before approving the order for production.

2.3. Approval may be recorded through a signed quotation, approved drawing, email, electronic message, digital confirmation or other documented communication that identifies the relevant order and specifications.

2.4. Once the customer has approved the final specifications and production has commenced, any request for modification shall be subject to written acceptance by RasaHaus, revised pricing and revised delivery timelines, wherever applicable.

2.5. RasaHaus shall not be responsible for discrepancies arising solely from incorrect measurements, dimensions, specifications or selections supplied or expressly approved by the customer, provided the product is manufactured in accordance with those approved particulars and applicable law.

2.6. Where the customer requests a change after approval, RasaHaus may communicate the additional costs, procurement implications and revised timelines before proceeding. No additional charge shall be imposed without the customer's informed agreement, except where otherwise lawfully recoverable.

2.7. Production commencement shall mean the initiation of substantive manufacturing, fabrication, cutting, assembly, finishing, personalisation or other production activity specific to the order, or the placement of an irreversible customer-specific procurement order.

The commencement date and relevant production status shall be recorded in RasaHaus's order or production records and may be communicated to the customer.

3. Order Cancellation Policy

3.1. Ready-stock products

Orders for ready-stock products may be cancelled before dispatch by contacting RasaHaus customer support.

Cancellation shall be effective only upon written confirmation by RasaHaus. Where cancellation is approved, the amount refundable shall be processed in accordance with the refund provisions of this policy and applicable law.

Once an order has been dispatched, it shall not ordinarily be eligible for cancellation solely due to a change of mind or personal preference. This restriction shall not affect any applicable remedy for defective, incorrect, misrepresented or late-delivered goods.

3.2. Bespoke, made-to-order and personalised products

Orders for bespoke furniture, bespoke lighting, customised planters, commissioned artwork, personalised products and other customer-specific products may be cancelled before production commences, subject to written confirmation from RasaHaus.

Once production or customer-specific procurement has commenced, cancellation for change of mind, change of preference, revised design requirements, change of dimensions or other reasons attributable solely to the customer shall not ordinarily be permitted.

Where RasaHaus expressly approves a cancellation after production or procurement has commenced, it may recover documented, reasonable and legally permissible costs already incurred, including:

• Materials procured specifically for the order.

• Custom manufacturing, fabrication and labour costs incurred.

• Customer-specific procurement charges that cannot reasonably be recovered.

• Other direct costs reasonably attributable to the cancelled order, to the extent legally permissible.

Any cancellation charges shall be proportionate, supported by appropriate records and communicated to the customer. No charge shall be imposed where prohibited by applicable law.

Any balance refundable after accounting for lawfully recoverable amounts shall be processed in accordance with this policy.

3.3. Third-party sales channels

Orders placed through authorised marketplaces, dealers, architects, interior designers or other intermediaries may additionally be subject to the applicable terms of the relevant sales channel.

Where the terms differ, mandatory consumer rights shall prevail. RasaHaus shall not use third-party terms to avoid any responsibility imposed upon it by applicable law.

4. Category-Specific Return & Replacement Conditions

4.1. Bespoke Furniture

This category includes beds, sofas, dining tables, coffee tables, consoles, wardrobes, cabinets, storage units, upholstered furniture and other furniture manufactured or modified according to customer-specific requirements.

• Bespoke and made-to-order furniture shall not ordinarily be eligible for cancellation, return or exchange for change of mind after production commences, except where required by applicable law.

• Claims relating to manufacturing defects, structural workmanship, incorrect materials or finishes, or material deviations from approved specifications shall be subject to verification and appropriate remedies.

• Natural variations in solid wood, veneer, stone, leather, fabric, grain, knots, texture, colour and handcrafted finishes shall not constitute defects where consistent with the product description, approved specifications and reasonable characteristics of the material.

• Minor variations in dimensions, finish, texture and handcrafted detailing shall not, by themselves, constitute grounds for return where they fall within disclosed or reasonable manufacturing tolerances and do not materially affect functionality, safety or conformity with approved specifications.

• Damage caused by misuse, improper handling, unauthorised modifications, unsuitable environmental conditions, failure to follow care instructions or third-party installation shall not be covered where established to be the cause of the issue.

Resolution: Verified claims may be addressed through repair, rectification, replacement of affected components, replacement of the product or another remedy required under applicable law.

4.2. Bespoke Lighting & Light Fixtures

This category includes chandeliers, pendant lights, wall lights, table lamps, floor lamps, decorative lighting and customer-specific lighting installations.

• Bespoke and made-to-order lighting shall not ordinarily be eligible for change-of-mind cancellation or return once production commences.

• Customers are responsible for reviewing the approved dimensions, suspension heights, mounting arrangements, finish, light source, colour temperature, voltage and other specifications before production.

• Damage or malfunction caused by incorrect installation, improper electrical connections, voltage fluctuations, incompatible dimmers, unauthorised wiring modifications or third-party servicing shall not be covered where established to be the cause.

• Manufacturing defects, electrical or structural safety defects, incorrect products and material deviations from approved specifications shall be assessed in accordance with applicable law.

• Installation by an appropriately qualified professional is recommended wherever electrical or structural work is involved.

Resolution: Verified claims may be addressed through repair, replacement of defective components, replacement of the product or another legally applicable remedy.

4.3. Candles, Wax Melts, Diffusers & Aromatics

This category includes scented candles, pearl wax, wax melts, reed diffusers, fragrance oils and other home fragrance products.

• Products that have been opened, used, unsealed or altered shall not be eligible for standard change-of-mind returns or exchanges.

• Unopened products may be considered for return only where expressly approved in writing by RasaHaus, subject to applicable law.

• Leakage, breakage, incorrect fragrance supplied, manufacturing defects or damage affecting the product must be reported promptly with supporting evidence.

• Differences in fragrance perception, fragrance intensity, personal preference, individual scent sensitivity or subjective dissatisfaction shall not, by themselves, constitute a manufacturing defect.

• Minor variations in wax appearance, fragrance colour, surface texture, settling, frosting or other characteristics inherent to the product or manufacturing process shall not constitute defects where product quality, safety and stated specifications are not materially affected.

• Products must be used in accordance with the supplied safety instructions and care guidelines.

Resolution: Verified manufacturing defects, leakage, incorrect products or transit damage may be addressed through replacement, refund or another remedy required under applicable law.

4.4. Live Plants

This category includes indoor plants, outdoor plants, flowering plants, foliage plants and other live botanical products.

• Live plants are perishable and shall not ordinarily be eligible for change-of-mind returns or exchanges after delivery.

• Visible transit damage, incorrect plant varieties or material discrepancies from the order should be reported within 24 hours of delivery, wherever reasonably practicable.

• Clear photographs of the plant, packaging, pot and affected areas should accompany the claim.

• Natural variations in size, leaf shape, foliage density, colour, growth pattern, seasonal appearance, flowering, soil condition and other biological characteristics shall not constitute defects where consistent with the stated variety and reasonable product description.

• Plant health and survival after delivery depend on watering, drainage, sunlight, temperature, humidity, soil conditions, handling and other environmental factors.

• RasaHaus does not guarantee continued growth, flowering, survival or long-term plant health after delivery unless a separate written guarantee is expressly provided.

• Damage or deterioration arising from inadequate care, unsuitable placement, environmental conditions, repotting, overwatering, underwatering or other post-delivery circumstances shall not be covered where established to be the cause.

Resolution: Verified transit damage, incorrect delivery or material discrepancies shall be assessed for replacement, refund or another remedy required by applicable law.

4.5. Artificial Plants, Planters & Decorative Pots

This category includes artificial plants, imported ceramic planters, customised planters, decorative pots and related accessories.

• Customised planters and made-to-order products shall not ordinarily be eligible for change-of-mind cancellation or return once production or customer-specific procurement has commenced.

• Minor variations in glaze, texture, colour, dimensions, finish, handmade detailing and natural material characteristics shall not constitute defects where consistent with approved specifications and the product description.

• Claims involving cracks, breakage, manufacturing defects, incorrect products or material deviations from approved specifications shall be subject to verification.

• Damage caused by improper handling, installation, loading, relocation, misuse or third-party transportation after delivery shall not be covered where established to be the cause.

Resolution: Verified defects, transit damage or incorrect deliveries may be addressed through repair, replacement, refund or another legally applicable remedy.

4.6. Mirrors

This category includes decorative mirrors, framed mirrors, full-length mirrors, wall-mounted mirrors, bespoke mirrors and mirror installations.

• Mirrors manufactured or procured to customer-specific dimensions, shapes, finishes or framing specifications shall not ordinarily be eligible for change-of-mind cancellation or return once production or customer-specific procurement has commenced.

• Customers are responsible for verifying the approved dimensions, orientation, frame finish, mounting arrangements and installation requirements before production.

• Claims involving cracked or broken glass, manufacturing defects, incorrect dimensions, incorrect framing or material deviations from approved specifications shall be assessed upon submission of supporting evidence.

• Customers are advised to inspect mirrors and their packaging promptly upon delivery and before installation.

• Damage arising from improper unloading, handling, storage, installation, mounting, drilling, relocation or third-party workmanship after delivery shall not be covered where established to be the cause.

• Installation, mounting hardware and wall suitability must be assessed according to the weight and specifications of the mirror. Installation by a qualified professional is recommended for large, heavy or wall-mounted mirrors.

Resolution: Verified manufacturing defects, transit damage or material discrepancies may be addressed through repair, replacement or refund, as appropriate and subject to applicable law.

4.7. Paintings, Artwork & Wall Décor

This category includes original paintings, prints, framed artwork, commissioned artworks, personalised art and decorative wall pieces.

• Commissioned, personalised and made-to-order artwork shall not ordinarily be eligible for change-of-mind cancellation or return once production commences.

• Customers are responsible for reviewing and approving the subject, dimensions, medium, colour palette, framing, finish and other specifications agreed for commissioned work.

• Minor variations in colour, brushwork, texture, composition and handcrafted detailing may arise from the artistic process and shall not constitute defects where consistent with the approved description or reference and agreed tolerances.

• Claims for physical damage, incorrect artwork, material deviations from approved specifications or manufacturing defects shall be assessed upon submission of supporting evidence.

• Variations arising from screen calibration, photography, lighting conditions or display settings shall not constitute defects where the delivered artwork is materially consistent with its description and approved specifications.

Resolution: Verified defects, damage or material discrepancies may be addressed through repair, replacement, rectification or refund, as appropriate and subject to applicable law.

4.8. Decorative Items & Other Home Décor

This category includes decorative accessories, sculptures, vases, ornaments, tabletop décor, decorative objects and other home décor products not specifically covered above.

• Ready-stock items shall not ordinarily be eligible for change-of-mind returns unless expressly approved in writing by RasaHaus.

• Customised, personalised or made-to-order décor products shall not ordinarily be eligible for change-of-mind cancellation or return once production or customer-specific procurement has commenced.

• Claims involving damage, manufacturing defects, incorrect delivery or material discrepancies from the product description shall be subject to verification.

• Minor variations inherent to handcrafted, natural or artisanal products shall not constitute defects where consistent with the stated specifications and product description.

Resolution: Verified defects, transit damage or incorrect deliveries may be addressed through repair, replacement, refund or another legally applicable remedy.

5. Delivery, Inspection & Risk of Damage

5.1. Delivery inspection

Customers are requested to inspect products promptly upon delivery and, wherever reasonably practicable, before signing the delivery acknowledgement or permitting installation.

Any visible damage to packaging, breakage, missing components, incorrect products or apparent discrepancies should be recorded on the delivery receipt or delivery acknowledgement, wherever possible.

Customers are encouraged to take photographs or videos of the packaging and product upon delivery, particularly for fragile, bulky, high-value or bespoke items.

A failure to record damage on a delivery receipt or to provide an unboxing video shall not, by itself, automatically invalidate a legitimate claim or statutory remedy.

5.2. Dispatch and delivery records

RasaHaus may maintain photographs, videos, quality-control records, packing records, shipping labels, dispatch documentation and delivery acknowledgements to establish the condition of the product at the relevant stages of fulfilment.

Such records may be considered during claim verification, subject to applicable law and the customer's statutory rights.

5.3. Allocation of responsibility

Responsibility for damage shall be assessed based on the circumstances, available evidence, applicable delivery terms and applicable law.

• Damage occurring before delivery or while the product is in the custody of a carrier engaged by RasaHaus shall be assessed in accordance with the applicable delivery arrangement and legal obligations.

• Where the customer independently arranges transportation or collection after the product has been made available in accordance with the agreed order terms, responsibility for subsequent damage shall be assessed in light of the agreed collection arrangements, the party controlling the transport and applicable law.

• Damage caused after delivery by improper handling, storage, installation, mounting, relocation, alteration or third-party workmanship shall not be covered where established to be the cause of the issue.

Nothing in this section shall exclude any liability that legally rests with RasaHaus as the seller or supplier.

5.4. Installation and site conditions

Where installation is included in the order, the scope of work, installation charges, site requirements and responsibilities shall be set out in the applicable quotation or installation work order.

Customers shall provide accurate site dimensions and relevant information concerning wall conditions, access, electrical connections, structural support and other installation requirements.

Where installation is not included, the customer shall arrange appropriate professional installation and comply with the product's installation instructions.

RasaHaus shall not be responsible for damage attributable to unsuitable site conditions, incorrect customer-supplied measurements, unauthorised installation, improper mounting or third-party workmanship, where established to be the cause and subject to applicable law.

6. Reporting Period & Claim Submission

6.1. Recommended reporting periods

Customers are requested to report issues as soon as reasonably practicable after delivery.

The following periods are intended to facilitate prompt inspection and resolution:

These periods are not absolute waivers of statutory rights, warranty entitlements or other remedies available under applicable law. A claim shall not be rejected solely because it was reported outside the recommended period where the customer is otherwise legally entitled to a remedy.

6.2. Information required

Customers should submit their claims through the official RasaHaus customer support email or the customer support channel specified on the website.

Each claim should include:

• Order number, invoice details and date of delivery.

• Product name and description of the reported issue.

• Clear photographs or videos of the product, packaging, shipping labels and affected areas, wherever applicable.

• A description of when and how the issue was discovered.

• Any other information reasonably required to assess the claim.

6.3. Preservation of the product

Customers should retain the product, packaging, accessories and relevant delivery documentation until the claim has been resolved or RasaHaus confirms that retention is no longer required.

Customers should not dispose of, dismantle, modify, repair or materially alter a product that is the subject of a claim without prior written approval from RasaHaus, except where immediate action is reasonably necessary to prevent injury or further damage.

6.4. Cooperation and inspection

RasaHaus may request reasonable additional information, photographs, physical inspection, return of an affected component or access to the product to establish the nature and cause of the reported issue.

Customers shall provide reasonable cooperation and access, subject to mutually agreed arrangements.

Where a customer is unable to provide requested evidence for a legitimate reason, RasaHaus shall consider the available information and applicable law before determining the claim.

Failure to retain packaging, submit an unboxing video or report an issue within the recommended period shall not automatically extinguish a claim or statutory remedy.

7. Claim Assessment & Verification

7.1. All claims shall be reviewed on the basis of order records, approved specifications, product descriptions, photographs, videos, inspection findings and other relevant evidence reasonably available.

7.2. RasaHaus may arrange a physical inspection, request return of the affected product or component, or appoint an appropriately qualified service provider to assess the claim.

7.3. The inspection shall be directed towards establishing the nature, extent and probable cause of the reported issue, including whether the product conforms to the approved specifications and applicable product description.

7.4. Where inspection establishes that an issue arose solely from misuse, improper installation, unauthorised alteration, inadequate maintenance, third-party workmanship or other circumstances not attributable to RasaHaus, the claim may be declined to the extent permitted by applicable law.

7.5. Where a claim is not substantiated, RasaHaus shall communicate the basis of its decision to the customer, along with any reasonably available inspection findings.

7.6. Any proposed inspection, collection, repair or transportation charges shall be disclosed in advance and applied only where legally permissible.

7.7. No provision of this section shall prevent a customer from pursuing any applicable statutory remedy or approaching a competent consumer dispute redressal authority.

8. Remedies, Repairs & Replacements

8.1. Where a claim is verified, RasaHaus shall communicate an appropriate resolution in accordance with the nature of the issue, the product, the order terms and applicable law.

8.2. Depending on the circumstances, the resolution may include:

• Repair or rectification of the affected product.

• Replacement of the defective or damaged component.

• Replacement of the product with an equivalent product, where available and appropriate.

• Refund of the amount paid, where applicable.

• Another remedy mutually agreed with the customer, provided mandatory consumer rights are not restricted.

8.3. For bespoke products, repair or replacement of the affected component may be considered where it provides a reasonable and lawful resolution without materially compromising the approved design, functionality or safety of the product.

8.4. No replacement with a materially different product, substitute material, alternative finish or revised specification shall be made without appropriate customer consent, except as otherwise permitted by applicable law.

8.5. Where an identical replacement is unavailable, RasaHaus shall communicate the available options and proceed in accordance with applicable law and any agreement reached with the customer.

8.6. Repairs and replacements shall be coordinated within a reasonable period, having regard to the nature of the product, availability of materials, custom manufacturing requirements and applicable statutory timelines.

9. Refund Policy

9.1. Refunds shall be processed where approved by RasaHaus or where required under applicable law.

9.2. Approved refunds shall ordinarily be initiated within 7–10 business days of approval, or within any shorter period prescribed by applicable law.

9.3. Refunds shall be made to the original payment method wherever practicable. Where this is not feasible, an alternative lawful method may be mutually agreed with the customer.

9.4. The time taken for the refunded amount to reflect in the customer's account may depend on the relevant bank, payment gateway or financial institution.

9.5. For change-of-mind returns expressly approved by RasaHaus, original delivery, installation, collection, packaging and reverse-shipping charges may be deducted only where legally permissible and disclosed to the customer in advance.

9.6. No deduction shall be made from a refund where prohibited by applicable law or where the customer is legally entitled to a full refund.

9.7. Refunds shall not be replaced with store credit, vouchers or other non-cash alternatives without the customer's consent, except where permitted by applicable law.

9.8. Where an order is cancelled by RasaHaus or cannot be fulfilled, any refund due shall be processed in accordance with applicable law and the terms communicated to the customer.

10. Shipping, Collection & Return Logistics

10.1. For approved returns arising from verified defects, incorrect deliveries or transit damage attributable to RasaHaus, RasaHaus shall coordinate reasonable collection or return shipping arrangements in accordance with applicable law.

10.2. For change-of-mind returns expressly approved by RasaHaus, the customer shall be informed of any applicable collection, packaging, handling or transportation charges before the return is confirmed.

10.3. Customers shall not independently dispatch bulky, fragile or bespoke products to RasaHaus without receiving return instructions, except where otherwise required by applicable law.

10.4. For large furniture, mirrors, lighting installations and other fragile or bulky products, collection arrangements shall be mutually coordinated, taking into account the product's condition, packaging requirements and safe handling.

10.5. RasaHaus shall not be responsible for additional damage caused by inadequate packaging or improper handling by a return carrier independently engaged by the customer, where such damage is established and attributable to those circumstances.

10.6. Any collection, inspection or return arrangement shall be communicated to the customer, including applicable charges and responsibilities, before the arrangement is finalised.

11. Warranty & Statutory Consumer Rights

11.1. Any express warranty applicable to a product shall be governed by the separate warranty terms or warranty certificate provided with that product.

11.2. The absence of an express warranty, or the expiry of a voluntary warranty period, shall not extinguish any statutory right or remedy available to a consumer under applicable law.

11.3. This policy shall be read in conjunction with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws in India, as amended from time to time.

11.4. Nothing in this policy shall limit the customer's right to approach an appropriate consumer dispute redressal authority, seek statutory remedies or exercise any other right available under applicable law.

12. Customer Support & Grievance Redressal

For all cancellation, return, refund, replacement and warranty-related requests, please contact:

RasaHaus Customer Support

Customer care

Email: [Insert official customer support email]

Grievance Officer

Name: [Insert designated grievance officer's name]

Designation: Grievance Officer

Email: [Insert grievance officer's email]

Address: [Insert registered business address]

Please include your order number, invoice details, registered contact information and supporting evidence in all correspondence.

RasaHaus shall acknowledge consumer grievances within 48 hours and endeavour to redress them within one month of receipt, or within any shorter period prescribed by applicable law.

Customers may approach the appropriate consumer dispute redressal authority or other competent forum where entitled to do so.

13. General & Legal Provisions

13.1. This policy shall be read together with the applicable product listing, approved quotation, order confirmation, invoice, warranty terms and approved specifications.

13.2. In the event of any inconsistency, mandatory applicable law shall prevail, followed by the specific written terms agreed for the relevant order, to the extent legally permissible.

13.3. RasaHaus may update this policy from time to time. The version applicable to an order shall ordinarily be the version in force when the order is placed, unless a subsequent change is required by law or otherwise agreed with the customer.

13.4. No amendment to this policy shall retrospectively remove or reduce any consumer right or remedy that has already accrued under applicable law.

13.5. This policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable legislation, as amended from time to time.