Return & Exchange Policy – House of Vellala

We are committed to delivering high-quality, handcrafted garments. Given the artisanal nature of our products, our return and exchange policy is designed to maintain quality control while offering support for genuine concerns.

1. Return Eligibility

  • We accept returns only in the case of damaged, defective, or incorrect products.
  • Returns must be initiated within 48 hours of receiving your order.
  • To request a return, email our support team at info@houseofvellala.com with:
    • Your order number
    • Photographs clearly showing the damage or defect
    • A description of the issue

2. Conditions for Return

  • The product must be unused, unwashed, and in its original condition.
  • Original packaging and tags must be intact.
  • Products that have been worn, altered, or washed will not be accepted for return.

3. Exchanges (Size Only)

  • Exchanges are offered for size issues and must be requested within 7 days of receiving the product.
  • Products must be returned unused, with all original tags and packaging.
  • Exchanges are subject to availability of the requested size.
  • Customers are responsible for return shipping unless the item is defective.

4. Non-Returnable & Non-Exchangeable Items

  • Customized or made-to-measure garments
  • Altered pieces (as per customer request)
  • Sale or discounted items

These items are final sale and cannot be returned or exchanged under any circumstances.

5. Refund Policy

  • We do not issue cash or card refunds.
  • For eligible returns, a credit note will be issued for the full product value. The credit note will be valid for 6 months from the date of issuance and can be redeemed online.

6. Return Process

  • Contact our support team within the stipulated time frame.
  • Once your return is approved, we will share return shipping instructions.
  • Once we receive and inspect the returned product, we will issue a credit note or process the exchange, as applicable.

7. Additional Notes

  • House of Vellala is not responsible for products damaged or lost in transit during return shipment.
  • We recommend using a reliable courier service and retaining proof of shipment until the return is acknowledged by our team.