At House of Skoria, every luxury piece entrusted to us undergoes a detailed assessment and is restored using specialised craftsmanship, premium materials, and industry-approved techniques. As every service is bespoke and tailored to the unique condition of each item, this Refund & Cancellation Policy is intended to provide complete transparency while protecting both our customers and the integrity of our restoration process.
Definitions
For the purposes of this Refund & Cancellation Policy:
"Customer" means any individual, company, partnership or other legal entity that books or uses the services of House of Skoria.
"House of Skoria", "we", "our" or "us" means House of Skoria and its authorised representatives.
"Item" means any product, article or accessory entrusted to House of Skoria for inspection, preservation, restoration, cleaning, recolouring, repair, customisation, personalisation or any related service.
"Services" means all preservation, restoration, cleaning, repair, recolouring, customisation, personalisation, inspection, assessment, logistics and related services offered by House of Skoria.
1. Customer Approval & Commencement of Services
All quotations provided by House of Skoria are based on the information available at the time of assessment and are subject to customer approval before work commences.
By approving the quotation and authorising House of Skoria to proceed, the customer acknowledges and agrees to:
the approved scope of work;
the applicable service charges;
the estimated turnaround time;
this Refund & Cancellation Policy; and
the House of Skoria Terms & Conditions.
Once work has commenced, the customer shall be deemed to have accepted the approved scope of work and the associated charges.
1.1 Electronic Acceptance
Approval, consent or authorisation provided by the Customer through the House of Skoria website, email, WhatsApp, SMS, electronic signature, payment confirmation or any other electronic means shall constitute valid and legally binding acceptance of the quotation, scope of work, applicable charges, this Refund & Cancellation Policy, the Terms & Conditions and all other applicable policies of House of Skoria.
Such electronic acceptance shall have the same legal effect as a handwritten signature.
If, during restoration, additional deterioration, hidden defects, or previously undisclosed damage is identified that requires work beyond the approved scope, House of Skoria will inform the customer and obtain approval before undertaking any additional chargeable services wherever reasonably practicable.
2. Order Cancellations
A customer may cancel a service booking only before the item has been collected by House of Skoria or its authorised logistics partner, or before restoration work has commenced, whichever occurs earlier.
Where an item has already been collected at the time of cancellation, the customer shall be responsible for the applicable pick-up and return freight charges.
Once an item has entered any stage of inspection, cleaning, restoration, preservation, recolouring, repair, customisation, personalisation, or quality control, the order cannot be cancelled and all payments made shall become non-refundable.
3. Refund Policy
Due to the bespoke nature of our services, all payments become non-refundable once restoration work has commenced.
Refunds are not an entitlement and shall only be granted at the sole discretion of House of Skoria where House of Skoria determines that a refund is appropriate under the circumstances or where required by applicable law:
House of Skoria determining that the requested service cannot reasonably be completed;
the item being found unsuitable for restoration following detailed inspection;
duplicate or erroneous payments; or
any other circumstance where House of Skoria, at its sole discretion, considers a refund appropriate.
Approved refunds shall be processed to the original mode of payment within 7–10 business days, subject to the processing timelines of the relevant payment provider.
4. Rework Policy
Customer satisfaction is important to House of Skoria, and every reasonable effort is made to achieve the best possible restoration outcome.
If a customer believes additional work is required after receiving the completed item, a request for re-evaluation must be submitted within 48 hours of delivery or collection.
Rework is intended solely to address concerns relating to the services originally approved and performed by House of Skoria. Rework shall not include changes in customer preference, revised aesthetic expectations beyond the agreed scope of work, requests for a different finish or appearance, or additional services that were not included in the original quotation. Any such requests shall be treated as a new service and may be subject to separate assessment, quotation, and applicable charges.
Upon assessment, House of Skoria may, at its sole discretion, agree to undertake further restoration work where reasonably feasible.
Where a rework request is accepted:
a fixed logistics charge of ₹300 shall be payable towards pick-up and return delivery of the item;
The ₹300 logistics charge is a fixed administrative and transportation fee payable towards collection, inspection, handling and return delivery of the Item. The fee shall remain payable irrespective of whether additional restoration work is ultimately undertaken following inspection;
any restoration work beyond the originally approved scope shall be separately quoted and undertaken only after obtaining the customer's approval.
A request for rework shall not automatically entitle the customer to a refund.
House of Skoria reserves the right to decline any request for rework where:
the requested outcome is not technically achievable;
the condition of the item does not permit further restoration;
the original services have been completed in accordance with the agreed scope and accepted industry standards;
the request relates to matters outside the original scope of work; or
the request is received more than 48 hours after delivery or collection.
Items delivered more than 90 days prior to the date of the request shall not be eligible for rework.
5. Personalisation & Bespoke Services
Customised and personalised services, including monograms, artwork, hand-painting, engraving, bespoke finishes, initials, and other made-to-order enhancements, are produced exclusively in accordance with customer-approved specifications.
Once the customer has approved the final design and production has commenced:
the order cannot be cancelled;
the order cannot be modified;
personalised services are non-refundable; and
customised products are non-exchangeable.
Customers are requested to carefully review all artwork, colours, fonts, text, initials, placement, sizing, and design specifications before providing final approval.
Minor variations in handcrafted or hand-painted work are an inherent characteristic of bespoke craftsmanship and shall not be regarded as defects.
6. Quality Assurance
Every item entrusted to House of Skoria is handled by trained artisans using specialised restoration techniques, premium products, and industry-approved processes.
Restoration is intended to preserve and improve the condition of an item. However, restoration is not a manufacturing process and does not recreate a product in factory-new condition.
Accordingly, restoration outcomes may vary depending upon:
the age of the item;
existing wear and deterioration;
previous repairs or treatments;
hidden defects;
manufacturing limitations; and
the composition and condition of the material.
House of Skoria therefore does not guarantee restoration to the item's original factory condition or appearance.
7. Photographic Records
House of Skoria reserves the right to capture photographs and videos of all items before, during, and after the restoration process for the purposes of quality assurance, internal documentation, staff training, insurance, dispute resolution, and customer communication.
House of Skoria may also use such photographs or videos for marketing, educational, promotional, and portfolio purposes. Wherever reasonably possible, any personally identifiable information shall be concealed or removed.
Customers who do not wish their items to be featured in marketing or promotional material must notify House of Skoria in writing before the commencement of services. Such a request shall not affect House of Skoria's right to retain photographs and videos for internal documentation, quality assurance, insurance, or legal purposes.
8. Limitation of Liability
Customers are requested to inspect their item immediately upon delivery or collection.
Any concerns regarding the completed service must be reported within 48 hours.
House of Skoria shall not be liable for:
normal wear and tear;
natural ageing of materials;
fading, oxidation, or colour variation;
manufacturer defects;
hidden or pre-existing damage;
weakened materials that fail during normal restoration procedures;
issues arising from previous repairs or treatments;
improper storage, misuse, accidents, environmental exposure, or normal use after the item has been returned.
Where liability is established and is directly attributable to the negligence of House of Skoria, our maximum liability shall be limited to three (3) times the service charges paid for the affected item. Under no circumstances shall House of Skoria be liable for the original purchase value of the item or for any indirect, consequential, incidental, sentimental, exemplary, or special loss or damage.
9. Unclaimed Items
Customers are requested to collect their completed items or accept scheduled delivery within 30 days of notification that the service has been completed.
Items remaining unclaimed for more than 90 days after such notification shall be deemed abandoned.
House of Skoria reserves the right to dispose of, recycle, donate, or otherwise deal with such items at its sole discretion without further notice or liability.
9.1 Entire Agreement
This Refund & Cancellation Policy shall be read together with the House of Skoria Terms & Conditions, Shipping & Delivery Policy, Privacy Policy, Assessment Policy (where applicable), approved quotation and any written approvals issued by House of Skoria.
In the event of any inconsistency, the House of Skoria Terms & Conditions shall prevail except where this Policy expressly provides otherwise.
9.2 Severability
If any provision of this Refund & Cancellation Policy is held to be invalid, illegal or unenforceable by a court or competent authority, such provision shall be deemed severed to the extent necessary and the remaining provisions shall continue in full force and effect.
10. Governing Law & Jurisdiction
This Refund & Cancellation Policy shall be governed by and construed in accordance with the laws of India.
Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts located in New Delhi, India.
11. Contact Us
For any questions relating to cancellations, refunds, rework requests, or completed services, please contact our Customer Experience Team at care@houseofskoria.com.
House of Skoria is committed to delivering exceptional craftsmanship, complete transparency, and a premium customer experience while preserving the legacy of every luxury piece entrusted to our care.