HIERARCHY HOME

Returns, Exchange & Refund Policy

At Hierarchy Home, we want every piece you bring into your home to feel right. If something is not quite perfect — we will make it right. Here is everything you need to know about our returns, exchanges, and refund process.

01Returns

What can be returned?

We accept returns under the following circumstances:

  • Incorrect item received — we will send the correct product at no extra charge.
  • Quality issue or defect — we will replace the item with a new one.
  • Damaged on arrival — we will replace the item or issue a full refund.
  • Change of mind — if the item does not suit your decor but is in perfect, unused condition, we offer a partial refund minus a small processing fee.

Change of Mind — Partial Refund

If you change your mind, a processing fee applies based on your order value:

Order Value Processing Fee
Up to ₹999 ₹150
₹1,000 – ₹2,999 ₹350
₹3,000 – ₹4,999 ₹500
₹5,000 and above 15% of order value

Store Credits

Prefer to shop for something else instead of a refund? We offer store credits with a reduced processing fee:

Order Value Processing Fee
Up to ₹999 ₹100
₹1,000 – ₹2,999 ₹300
₹3,000 – ₹4,999 ₹450
₹5,000 and above 10% of order value

IMPORTANT NOTES

  • Refunds and store credits apply only when the product is returned in perfect, original condition.
  • We do not accept returns for Artificial Plants & Planters.
  • All items must be returned in original packaging with tags intact.

02Return Window & Process

To be eligible for a return, please initiate your request within the following timeframes:

  • Defective or incorrect items: within 48 hours of delivery.
  • Damaged on arrival: within 48 hours of delivery.
  • Change of mind: within 48 hours of delivery.

All returns must be:

  • Unused and in original condition.
  • Packed in the original packaging with all accessories and tags.
  • Accompanied by photos of the product and packaging (required for damage or defect claims).

Refund will be initiated once the return tracking status shows RTO (Return to Origin).

03Exchanges

We offer exchanges for the following reasons:

  • Wrong item delivered — we will send the correct item at no cost.
  • Defective or damaged product — exchange for the same item.

To request an exchange, please contact us within 48 hours of receiving your order. Exchanges are subject to product availability.

04Cancellations

You can cancel your order before it has been shipped. Once an order is dispatched, it cannot be cancelled — you may initiate a return after delivery instead.

To cancel an order, reach us via:

05Refunds

Once we receive and inspect your returned item, we will notify you by email and process your refund within 5–7 working days via the original payment method.

Please note:

  • Refunds are credited to the original payment method (UPI, card, net banking, wallet).
  • COD orders are refunded via bank transfer or store credits.
  • Processing fees for change-of-mind returns are non-refundable.

06Damaged or Defective Items

We take quality seriously. If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery.
  • Email clear photographs of the damaged product and the outer packaging.
  • We will arrange a pickup and send a replacement or process a full refund at no cost to you.

Contact us at:

07How to Initiate a Return or Exchange

Follow these simple steps:

1

Step 1

Contact us within 48 hours via email or phone with your order number and reason for return.

2

Step 2

Share photographs of the product and packaging (required for damage or defect claims).

3

Step 3

Our team will confirm the return and arrange a pickup from your address.

4

Step 4

Once received and inspected, your refund or replacement will be processed within 5–7 working days.

Questions? We are here to help.

Reach out any time — we typically respond within one business day.

support@hierarchyhome.in· +91 XXXXX XXXXX· @hierarchy.home