Refund policy

Our Ritual of Accountability · Orders, Cancellations, Returns & Refunds

Effective Date: 3 November 2026 · Version 6.1 · houseofriana.com

Our Promise to You

Every CHALICE jar leaves our hands with care. Each batch is small-batch made with the same conscious intention we bring to every formula, carefully crafted, and sent to you with care. We stand behind the integrity of everything we send your way.

That said, things don’t always arrive as intended – sometimes in transit, sometimes in life. Here’s how we show up when they don’t. Consider this our ritual of accountability. As intentional as everything else we do. Read it once. You’ll be glad you did.

Placing & Cancelling Orders

Placing an order

Browse the CHALICE collection at houseofriana.com, add your chosen products to your cart, and proceed to checkout. Select your preferred payment method, confirm your delivery address, and place your order. You will receive an order confirmation by email within minutes. If your confirmation doesn’t arrive within 30 minutes, please check your spam folder before writing to us.

Cancelling before dispatch

Email support@houseofriana.com with your Order Number within 24 hours of placing the order. If your order hasn’t left our hands yet, we’ll cancel it in full. Please note that a payment gateway charge of 2.5% will be deducted from your refund – this is levied by our payment processor and not retained by us. Your balance will be processed within 48 hours and reflected in your account within 5–7 business days.

Cash on Delivery orders: nothing has been paid yet, so there is nothing to deduct. Email us within 24 hours of placing the order and we will cancel it.

Cancelling after dispatch

Once your order is on its way, cancellation is no longer possible. Please do not refuse delivery. A refused shipment returns to us at a cost that will be deducted from any eligible refund.

If a Cash on Delivery parcel is refused or not accepted, we may not offer Cash on Delivery on your future orders.

Modifying an order

Orders cannot be modified once placed. If you need a change, cancel within 24 hours and place a fresh order. Partial cancellations are not supported. Our small-batch products are packed as complete orders.

Out of stock items

If a product you ordered goes out of stock after your order is placed, we will contact you within 2 business days to discuss alternatives or process a full refund. We do not backorder – we will never hold your money for a product we cannot fulfil immediately.

Something’s Not Right, Start Here

Record an unboxing video every time you receive an order. It is your strongest protection and ours.

Whatever the concern – damaged product, wrong item, missing order, quality issue – this is what we need from you to resolve it quickly:

• Your Order Number
• Clear photographs or your unboxing video
• Images of both inner and outer packaging
• The batch number on your jar label, clearly visible
• A brief description of what’s wrong

Email everything to support@houseofriana.com and we’ll respond within 2 business days. The sooner you write, the sooner we can help. Each section below also specifies its own reporting window, please don’t sit on a concern.

Returns

Our position

Opened products cannot be returned. This is a hygiene standard we hold without exception.

When we do accept returns

We will accept a return only in the following situations, reported within 48 hours of delivery:

• The product arrived visibly damaged or with a broken seal
• You received an incorrect variant or size
• The product arrived past its expiry date
• The outer packaging was visibly tampered with in transit

Please include your unboxing video, Order Number, and clear images of outer packaging, product, and the batch number on the jar label.

What we cannot accept

• Opened, used, or partially used products – no exceptions
• Returns due to personal dislike of fragrance, colour, or texture – these are not quality defects
• Allergic or skin reactions – all ingredients are listed on our packaging; please patch-test before full use
• Damage caused post-delivery through neglect, incorrect storage, or improper use
• Items returned without original packaging or jar labels
• Requests raised beyond the 48-hour reporting window

Exchanges

We offer exchanges in two situations: you received the wrong variant, or the product is verified as defective. Exchanges are subject to availability of the requested variant.

Here’s how it works:

• Email support@houseofriana.com within 48 hours of delivery for damage or incorrect items; within 7 days for quality concerns
• Include your Order Number, images or video, and what you’d like exchanged
• Our team reviews and responds within 2 business days
• If approved, we arrange reverse pickup at no cost to you
• Once received and verified, your replacement dispatches within 24–48 hours with fresh tracking details

Curated combo kits – The Portal Set, The Restoration Set, and the Mix Set – are not eligible for partial exchange.

Refunds

When refunds are issued

• Cancellation confirmed before dispatch – full refund minus 2.5% payment gateway charges (prepaid orders only)
• Order confirmed lost in transit – full refund after investigation with our shipping partner
• Approved return for a damaged, incorrect, or expired product – full product value refunded

What is not refunded

• Payment gateway charges of 2.5% on cancellations of prepaid orders before dispatch
• The COD fee of ₹56 (incl. GST) on Cash on Delivery orders, unless the error is entirely ours
• Opened, used, or partially used products
• Orders refused at delivery without valid reason
• Requests raised outside stated timelines

Timeline & method

Approved refunds are processed within 5–7 business days of our confirmation email. Allow a further 5–7 business days for your bank to reflect the credit.

Prepaid orders are refunded to your original payment method. Cash on Delivery orders are refunded by bank transfer or UPI to an account in your name; we will ask for the details by email. We do not issue cash refunds or store credit in lieu.

Refund not showing up?

• Check your bank account first – processing sometimes takes a few days to appear
• Contact your bank or payment provider to confirm there are no holds on the transaction
• Still nothing? Email support@houseofriana.com with your Order Number and our refund confirmation – we’ll trace and resolve within 3 business days

Product Quality Concerns

Something unexpected in your jar – an unusual texture, scent variation, or visible inconsistency? Please reach out. We take this seriously.

A note worth reading first: natural variation in colour, texture, and scent is inherent to small-batch botanical formulations. Salts may also clump naturally. This is a sign of live botanicals and pure essential oils doing exactly what they’re supposed to, not a defect. No synthetic stabilisers means every batch has its own character. This is intentional. We would always rather you reach out with a question than sit with a concern.

For genuine quality concerns:

• Email support@houseofriana.com within 7 days of receiving your order
• Include your Order Number, product name and size, batch number from your jar label, a clear description of the concern, and photographs
• We acknowledge within 2 business days and guide you through next steps
• If a return for inspection is needed, reverse pickup is arranged at no cost to you
• Quality assessment takes up to 10 business days from receipt of the product
• If the concern is verified, a replacement or refund is issued within 7 days of assessment completion

Incomplete or Missing Orders

If your order arrives with items missing, contains an incorrect product, or appears to have been interfered with in transit, report within 48 hours of delivery with your unboxing video and images of both inner and outer packaging.

If your order appears lost in transit, our Shipping Policy explains how we investigate with our shipping partner. Where a parcel is confirmed lost, your refund follows the Refunds section above.

Gift Orders & Combo Kits

Gifting a ritual is one of the most intentional things you can do. If a gift order arrives damaged or incorrect, the recipient may contact us directly at support@houseofriana.com, no need to involve the gifter. We’ll take it from there.

Our curated combo kits – The Portal Set, The Restoration Set, and the Mix Set – are designed as complete ritual experiences and are not eligible for partial returns or exchanges. They may be returned only if the entire kit arrives damaged or incorrect, subject to the conditions in the Returns section above.

Delivery & Shipping

Everything about getting your order to you – dispatch times, delivery timelines, tracking, delivery instructions, and failed or undeliverable deliveries – lives in full in our Shipping Policy. Please refer to it for anything about how your order reaches you.

Pricing & Payments

All prices on houseofriana.com are in Indian Rupees and inclusive of applicable GST. Prices are current at the time of display and subject to change without prior notice. Your order will be billed at the price shown at the time of checkout.

We accept prepaid online payments (credit card, debit card, UPI and net banking) and Cash on Delivery. Cash on Delivery orders carry a COD fee of ₹56 (incl. GST), shown at checkout before you place your order. Online payments are processed through secure, encrypted payment gateways. We do not store your payment credentials. If your payment is declined, please verify your card details, ensure sufficient funds, and try again. For persistent issues, contact your bank or write to us.

Reach Us

Email: support@houseofriana.com

Monday–Friday · 10am–6pm IST · Always include your Order Number

We’re a small, intentional team, and this policy, like our products, was made with care. Every message is read, every concern matters. We can’t promise every outcome, but we can promise honesty, presence, and our complete attention. Every single time.

House of Riana (OPC) Private Limited · Navi Mumbai, Maharashtra, India

This policy is subject to change. The current version is always available at houseofriana.com

© 2026 House of Riana (OPC) Private Limited. All rights reserved.