Shipping & Return Policy

Shipping

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Serviceable Pin codes:

Currently, we are shipping to only selected pin-codes across India.

• The customers will be required to check, whether we ship to their pin-code, before placing any order on the website.

• The customers are wholly responsible for providing their correct postal address, so as to enable their orders to be shipped.

No change in shipping address will be allowed once the order has been placed.

 

Shipping timeline:

• Items will be shipped within 5 to 7 working days from the date of placing the order.

• Customised orders will be shipped within 5 to 14 working days after the final artwork has been approved by the customer via email (support@hoymaharaja.com). The duration varies depending upon the product and the kind of customisation commissioned.

• The orders will be usually delivered within 3 to10 working days of being shipped, depending upon your location.

• Given the current Covid-19 situation, occasional delays may occur in the above mentioned timelines.

• Delays may also be caused due to unprecedented events that may be beyond our control.

• The delivery times for individual items may vary. If you order multiple items having different shipping timelines, we might ship them to you in separate shipments, depending upon the shipping timelines for the various items.

 

Free Shipping:

• For all items.

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Shipping Intimation and Order Tracking:

Once your order has been shipped, you’ll receive an email on your registered email id, notifying you about the same and providing the order tracking details.

 

If Undelivered:

If the order is undelivered due to the following reasons:

• Customer was unavailable to receive the order when the delivery agent attempted the delivery

• Wrong address provided by customer

The order will stand cancelled; we’ll deduct 20% of the order amount as ‘Handling charges’ and refund the remaining 80% amount to your source account via your original mode of payment.

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Order Cancellation:

An order can be cancelled ONLY IF we haven’t shipped it yet.

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If you wish to cancel an order, or a part of the order, email us at support@hoymaharaja.com, giving the details of the order/items you wish to cancel.

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If you cancel a part of the order, then the original Invoice/Order id stands cancelled and a new invoice will be furnished to you, with a new Order Id, for the remaining items and the revised order value.

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In case of cancellation, we’ll refund the order amount pertaining to the cancelled items, to your source account via your original mode of payment.

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Exceptions:

• Personalisation orders cannot be modified or cancelled once the final artwork has been approved by the customer.

• If your order has already been shipped, you need to follow the ‘Returns’ procedure as mentioned in the Returns Policy.

 

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Returns, replacements & refunds:

Eligibility:

You can return our products if:

• The item you received was Damaged / Defective*

• A wrong product was delivered to you

• If we made an unfortunate error** in the Personalised item you commissioned

• If, after receiving the product#, you didn’t like it and wish to return it

 

*Most of our products are handmade, hand-crafted and manually decorated by our artists and artisans and may be made using natural material which has its own variations. Hence, no two items can be exactly alike and may not match exactly to the website images and each product will have slight variations which are accepted as a part of the process and cannot be cited as defects.

 

**For any error that’s been made by us, in terms of the personalisation commissioned by you, in the form of spelling errors or any other, we will refund the amount or replace the product with a new product with correct personalisation. But if any mistakes are found to have been made by the customers in providing us the information needed for personalisation, we are not liable to entertain refunds for the same.

 

# Personalised products are not eligible under this clause.

 

Returns-initiation Time Limits:

You need to initiate returns of the products within the given time limits.

• Within 48 hours of the date of delivery, for returning damaged/defective/wrong items.

• Within 7 days of the date of delivery, for returning items you didn’t like.

 

Returns Initiation:

If you wish to return an item, email us at support@hoymaharaja.com, with the order and item details, for items to be returned, along with reason for return, within the time limits prescribed (48hrs for Damaged/Defective/Wrong Items & 7 Days for others).

 

In case of damaged/defective items, send pictures of the items as an attachment to the email.

 

Prerequisites:

These are some prerequisites for returning the products:

• Return is to be initiated within the stipulated time limits

• Pictures of damaged/defective items have to be shared with us, via email

• The item has to be unused & unwashed, in the original state and with original packaging & tags intact

• We need to receive the item/s  intact, in the original condition, when it has been returned

 

Exceptions:

We won’t be able to accept the returns in the following cases:

• The return is initiated after the expiry of the stipulated time limits

• Any part of the original product &/or packaging is missing/distorted/mishandled

• The product is found to have been used/washed or has been damaged by human error during usage or due to improper usage

• The product is received in a damaged condition when returned to us

• Products on SALE and DISCOUNTS are not eligible for returns due to customer dislike

• Mugs, Glassware, Studio items & Personalised items cannot be returned due to customer dislike

 

Options for Refund/Replacement:

In case of damaged/defective products and customised items with mistakes from our end, the customers can choose from the following options:

• Replacement with the same product, as the one returned

• Refund of the order amount for the product returned

• Coupons worth the order amount of the product returned, to be availed for a single-time purchase on our site, valid for 2 months from the date of issuance.

 

In case of items returned due to customer dislike, the following options are available to the customers:

• Coupons worth the order amount of the product returned, to be availed for a single-time purchase on our site, valid for 2 months from the date of issuance.

 

Items sent as replacements, for returned products, cannot be returned.

 

Items purchased, using the coupons issued, cannot be returned.

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Reverse Pickup:

Reverse pickup will be arranged by us wherever possible, at no cost to the customer.

Reverse pickup will be done only from the address where it was originally delivered.

In case we are not able to arrange the reverse pickup, we will ask you to ship the items to the following address:

Hoy Maharaja Home Decor, A/4-1, Aslam Compound, Opp. Micro Labs Ltd., Saki Vihar Road, Andheri (E), Mumbai - 400072

In such a case, we’ll issue coupons worth INR 100/- to compensate for the shipping charges incurred by the customer to ship the products to us. This will be done once we inspect the condition of the products returned.

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Steps for Returns/Replacements/Refunds:

Step 1: Customer initiates return (by sending us an email at support@hoymaharaja.com, with images wherever necessary).

Step 2: The customer receives an email from us, confirming the approval of the return request. A consequent email either provides details regarding the reverse pickup scheduled OR in case reverse pickup is not possible, asks the customer to ship the products back to us at our address.

Step 3: The item is picked up from the customer or the customer ships the products back to us.

Step 4: Returned products are delivered to our address and are then inspected by us.

Step 5: We inform the customer if the processing of the refund/replacement/coupons has been initiated OR if it has been rejected due to the unsatisfactory condition of the product received by us upon return.

Step 6: The refund amount is credited back to the customer’s source account via the payment mode used while placing the order

OR the replacement product is delivered to the customer

OR the coupons are issued to the customer via email,

as per the customer’s choice.