returns policy

Returns Process

We hope that you’ll love everything you purchase from us. However, if you are not completely satisfied, you can easily request a full refund if you return the item within 7 days of delivery (the refund policy does not apply to Rugs). *Please note, refunds will be done only through the Original Mode of Payment.
To return your item(s):

  • 1) Log in to your House of Serene account
  • 2) Click on ‘My Orders and Returns’ under the Account tab
  • 3) Select ‘View Details’ under recent orders
  • 4) Click on Return Item(s) and select the items you would like to return
  • 5) Select the Quantity, Condition and the Reason for your Return.
  • 6) Finally, select the Refund Type.
    Credit/debit card refund is only applicable if you have paid for the item using a credit/debit card.
  • 7) Our courier will collect the item(s) from you within 1-2 working days.

Returns Policy

All returns should be sent back unused, in the packaging provided, and with original tags. The products must be returned in their original conditions. We will not be responsible for any loss or damage caused to the items during your possession and may reject the request to return. In the case of faulty, damaged or incorrectly supplied products, we will offer you a choice of replacement or a full refund through the possible means, including the delivery charges you paid for (if any). If there is no stock available at the time, then you will automatically receive a refund to the original mode of payment, or a promo code for your next purchase. In any case, you must report the faulty, damaged or incorrect products to us within 48 hours from delivery.

We will require the following details:

  • 1. Your order number
  • 2. Details of the damage e.g. broken, chipped
  • 3. Images of the damaged/faulty item
  • 4. Images of the inner and outer packaging that has been used to protect the item

Custom-Made or Pre-Ordered Rugs

Returns are not possible on any Custom or Bespoke items you have ordered as these are specially commissioned items tailor-made to your specifications. It is the customer’s responsibility to ensure that all custom orders meet their specifications.
Delivery Lead Times will be provided by our Customer Service Team. Some delays are expected in a few occasions due to shipping line route change or delays in custom clearance.

How to use House of Serene Store Credit from a returned order?

If you have paid Cash on Delivery, we do not provide cash refunds. If you wish to return an item, the price paid for the items will be returned to you as House of Serene Store Credit. Store Credit will be reflected in ‘My Wallet’ under ‘My Account’ - you can then use this credit to purchase a new item. You can redeem your House of Serene Store Credit at checkout.

Store credit will only last up to a year from issued date

If your order exceeds the value of the Store Credit, the remaining balance must be paid by Cash on Delivery ‘COD’ upon delivery of your item(s).