Refund policy

Effective Date: 1st September 2025

This Return, Exchange & Cancellation Policy (“Policy”) outlines the terms, conditions, and procedures governing the return, exchange, or cancellation for products and services purchased through the www.houseofpuja.com e-commerce platform and/or “House of Puja” application for mobile and handheld devices (the “Platform”) (“we”, “our”, or “us”). For the purpose of this Policy, wherever the context so requires, "you" shall mean any person (natural or legal) who shall access, browse or transact on the Platform.

We are committed to ensuring your satisfaction with our products and services while also maintaining fairness and operational efficiency. 

Please read this Policy carefully before making a purchase. By placing an order, you agree to be bound by the terms set out below. This Policy forms an integral part of, and shall be read in conjunction with, our Terms of Use and any other applicable policies published on the Platform.

A. RETURN AND EXCHANGE

1. Eligibility

a. Return and exchange are applicable to eligible products purchased via our Platform, subject to the conditions set out herein.

b. Returns: The following products are not eligible for returns:

  • Ritual consumables (e.g., puja samagri, flowers, oils, etc.).

  • Products that have been used partially or otherwise during puja or rituals.

  • Customized or made-to-order products, including personalized puja boxes and kits.

  • Any product marked as "Non-Returnable" on the product packaging, invoice, or in the description of the product on the display page of our Platform.

  • Used, washed, altered, tampered, or damaged products.

  • Products listed on as part of any promotional sale, clearance, or discount campaign.

c. Exchange: Exchanges are applicable only in cases of damage, manufacturing defects or delivery of an incorrect product. Exchange of product is subject to availability of stock, and if the replacement item is unavailable, you may opt for a full refund or store credit. Minor variations in colour, texture, weight or differences from the image of the product on the Platform are not eligible for exchange.

d. All original packaging, tags, labels, accessories, and any other items provided with the product must be intact and in the same condition as when delivered and must be returned at the time of pick-up for return / exchange. Returned products will undergo a quality check upon receipt. We reserve the right to refuse the return or exchange if the product appears used, damaged, altered, tampered with or not in the original condition as delivered.

2. Return / Exchange Timeline

Products eligible for return / exchange can be returned / exchanged within 7 (seven) days from the date of delivery of the product, as reflected in the courier tracking system. Requests initiated after this period will not be accepted.

3. Procedure 

a. Email us at houseofpuja@gmail.com or message us on WhatsApp at +971586218176 within the return / exchange window along with the product details as follows:

  • Order number;

  • Clear images and videos showing the product and packaging;

  • Reason for return / exchange.

b. We will review the request and respond within 3  business days with approval or rejection, along with details for next steps.

c. Once the request is approved by us, we will arrange a courier pick-up from the delivery address where the product was delivered, unless otherwise agreed in writing.

d. The cost for pick-up of returned / exchanged product shall be as follows:

  • If the reason return / exchange is error on our part such as delivery of the wrong, damaged, defective product, we will bear the return shipping cost.

  • If the return is for other reasons such as preference, wrong order placed, return shipping costs will be borne by you and may be deducted from the refund.

  • If the exchange is for other reasons such as preference, wrong order placed, return shipping costs will be borne by you and shall be paid in advance via online payment system or at the time of the pick-up of the product for exchange.

  • For international orders, all return shipping costs, customs duties, impact/export clearance charges, and re-delivery charges for replacement items shall be borne solely by you.

4. Refund Timeline

a. Refunds for returns will be processed to the original payment method within 7 to 10 business days after the product has been picked up from the shipping address and successfully received and inspected by us. 

b. For cash on delivery (COD) orders, refunds will be processed via store credit. 

c. Refunds shall be limited to the invoiced price of the product. Shipping charges, customs duties, and other handling fees, where applicable, shall not be refunded except where required by applicable law or in cases where the return is due to our error.

B. CANCELLATION 

1. Orders

a. Only orders that have been placed and for which payment has been successfully received will be eligible for cancellation. Cash on delivery (COD) orders are generally not eligible for cancellation once placed, except where expressly approved by us in writing.

b. Orders can be cancelled within 12 hours of placement for a full refund. Cancellations made after this period are not eligible for any refund.

c. Once the order is processed or dispatched, and its status is updated on the tracking system, cancellation will not be accepted.

d. If the order is refused upon delivery without prior cancellation approval, applicable shipping charges, return costs, customs duties, and handling fees may be deducted from the refund, and, in the case of international orders, such deductions may also include re-import processing charges where applicable.

2. Pujari Services

a. Full refund will be provided if the order is cancelled within 24 hours or more of placing the order for service.

b. 50% refund will be provided if the order is cancelled within 24 - 48 hours of placing the order for service.

c. No refund will be provided if the order is cancelled after 48 hours of placing the order for service.

d. We shall not be liable for any loss, inconvenience, or costs incurred by you due to such cancellation beyond the refund or rescheduling stated above, including where the cancellation is due to force majeure events such as the unavailability of the designated Pujari, religious calendar changes, governmental restrictions, or other events beyond our reasonable control.

3. Dispute Resolution

a. Any dispute, claim, or controversy arising out of or in connection with the shipping or delivery of products under this Policy shall be:

  • Governing Law: Governed and construed in accordance with the laws of the United Arab Emirates, without regard to conflict of law principles.
  • Jurisdiction: Subject to the exclusive jurisdiction of the competent courts of Dubai, United Arab Emirates.

b. If you are a consumer residing outside the UAE, you may also be entitled to seek remedies under the consumer protection laws of your country, where applicable.

c. Before initiating formal proceedings, you are encouraged to contact our customer service team so that we may attempt to resolve the matter amicably.

The Platform reserves the right to amend, modify, or update this Shipping Policy from time to time to reflect changes in our business practices, legal or regulatory requirements, or other operational considerations. Any such changes will be posted on the Platform with the updated effective date. Continued use of the Platform after such changes constitutes your acceptance of the revised Policy.


Last Updated: [●]