Refund/Return Policy

CAN I REFUND A GARMENT?

  • Our policy at House of ay does not allow any refunds. Each garment is specifically made to order and undergoes strict quality control checks.
  • Credit points can only be redeemed up to one month from the date of issue. The company will not allow exchanges if the time period exceeds 30 days.

CUSTOM-MADE GARMENTS

At House of Ay, all custom-made garments are created from scratch and made specifically on order, based on the customisations, specifications, and requirements provided by the client. Since these garments are made exclusively for an individual client, custom-made garments are not eligible for return, exchange, or refund once the order has been confirmed and production has commenced.

All orders are dispatched on or before the dispatch date communicated and promised to the client at the time of placing the order. Once an order has been dispatched and handed over to our third-party courier/logistics partner, the delivery of the garment is managed by the respective delivery partner.

House of Ay has limited access and control over the systems and operations of third-party delivery partners. While we will assist the customer wherever reasonably possible with delivery-related concerns, we cannot be held responsible for delays, failed delivery attempts, incorrect delivery handling, or other issues arising after the order has been handed over to the delivery partner.

Please note that once a custom-made order has been dispatched, any delivery-related issue does not make the order eligible for a return, exchange, or refund.

HOW CAN I EXCHANGE A GARMENT?

At House of Ay, we allow our customers to exchange the product for a different size and not for a different style or SKU. Please note that we only allow exchanges, not refunds. If you wish to exchange your product, kindly follow these steps:

  1. Send us an email within 24 - 48 hours of receiving the package at hello@houseofay.in.  If the number of days exceeds this limit, the item will not be accepted for exchange. Or feel free to reach out to us on WhatsApp at +91 9910808980 for quicker resolution.
  2. The team will respond with an email confirming the exchange along with details.
  3. Pack the garment in its original packaging with all the original tags, along with the completed invoice. Send the package to the address stated in the return email. Please note that we will not accept exchanges for items marked as SALE.

WHAT IF THE GARMENT RECEIVED IS FAULTY/DAMAGED?

Every product we send out undergoes initial quality control; however, if you have received a product with a manufacturing fault, we will replace it as long as it has been communicated within 48 hours of delivery. Please note that wear and tear in the course of normal use is not considered a manufacturing fault. We only provide exchanges in case of a faulty product as well. The courier cost for the same will be covered by us. If you have received a faulty item, please email us at hello@houseofay.in. In the email, mention the reason for the claim along with images of the damage. We will replace the item if stock is available upon return.