Refund policy

RETURN, REFUND & EXCHANGE POLICY

At House of ILA, every product is carefully crafted, checked and packed with love before it reaches you.

We want you to have a delightful shopping experience. Please read our Return, Refund & Exchange Policy before placing your order.

1. Unboxing Video – Mandatory Supporting Evidence

To raise a claim for a damaged, defective, missing or incorrect product, customers are required to provide a clear, uninterrupted unboxing video.

The video should:

  • Begin before opening the shipping package.

  • Clearly show the original sealed packaging and shipping label.

  • Capture the complete unboxing process without cuts, pauses or editing.

  • Clearly display the product and the reported issue.

Important: An uninterrupted unboxing video is mandatory supporting evidence for claims. However, the absence of an unboxing video alone will not automatically result in rejection of a refund, return or exchange request. Such requests will be assessed based on the available evidence and applicable consumer protection laws in India.

2. Reporting Period

  • Damaged, defective, missing or incorrect products should be reported within 24 hours of delivery.

  • Customers should share their order number, photographs and unboxing video through our official WhatsApp or email.

  • Requests will be reviewed based on the circumstances and applicable consumer rights.

3. Return & Exchange Conditions

Returns or exchanges may be considered in the following situations:

  • Product received in damaged condition.

  • Product received with manufacturing defects.

  • Incorrect product delivered.

  • Items missing from the confirmed order.

Products should be returned with their original packaging and accessories wherever applicable.

4. Refund Policy

  • Refund requests will be reviewed after receiving the returned product, wherever a return is required.

  • Once the returned product reaches us, our team will inspect and verify its condition.

  • Refunds will be initiated after successful verification and approval, subject to applicable law.

  • Approved refunds will be processed to the original payment method.

  • The refund timeline will depend on the payment provider or bank.

5. Exchange Policy

  • Exchanges are subject to product availability.

  • Once the returned product is received and inspected, an eligible replacement will be arranged.

  • Replacement delivery timelines will be communicated to the customer.

  • If the replacement product is unavailable, an appropriate refund will be offered.

6. Non-Returnable Items

The following are generally not eligible for returns or exchanges due to a change of mind:

  • Customised products.

  • Made-to-order products.

  • Products damaged due to improper handling or misuse after delivery.

  • Products used or altered by the customer.

These exclusions do not affect statutory consumer rights or remedies available under applicable law.

7. How to Raise a Return, Refund or Exchange Request

Please contact us through:

WhatsApp: +91 96531 46058

Email: hello@houseofila.in

Please provide:

  1. Order number.

  2. Uninterrupted unboxing video.

  3. Clear photographs of the issue.

  4. Reason for the return, refund or exchange.

If an unboxing video is unavailable, please contact our team and provide any other available supporting evidence.

Our team will review your request and guide you through the next steps.

8. Important Note

At House of ILA, we take great care in preparing and packaging every order, especially our delicate handcrafted candles and decorative products.

We encourage customers to record an uninterrupted unboxing video for their protection and ours.

All genuine complaints will be reviewed fairly, taking into consideration the available evidence and applicable Indian consumer protection laws.

HOUSE OF ILA

Crafted with love, curated for beautiful moments.