Refund policy

Last Updated: August 28, 2026

At The House of Marbella, each product is carefully inspected and securely packed before dispatch. As many of our products are handcrafted from natural marble and other natural materials, each piece is unique and requires specialised handling and packaging.

Please read this Return, Refund & Exchange Policy carefully before placing an order.

1. RETURNS & REFUNDS

As a general policy, The House of Marbella does not accept returns or provide refunds for change of mind, personal preference, minor natural variations, or other non-defective reasons, except where expressly stated in this Policy or required under applicable law.

A return/refund claim will generally only be considered where:

  • The product is delivered in a materially damaged or broken condition; or

  • The product delivered is materially different from the product/SKU actually ordered.

Any such claim must comply with the unboxing-video and 48-hour reporting requirements set out below.

2. EXCHANGES

We do accept exchanges on eligible full-priced products, subject to the terms of this Policy.

If you wish to exchange an eligible product, you must contact The House of Marbella within 48 hours (2 days) of delivery.

An exchange request is subject to our approval and product availability.

The product being exchanged must:

  • Be unused;

  • Be undamaged;

  • Be in its original condition;

  • Be returned with its original packaging, accessories and components; and

  • Show no signs of use, alteration, installation, damage or mishandling.

We reserve the right to refuse an exchange if the returned product does not meet these conditions, subject to applicable law.

Approval of an exchange request does not mean that The House of Marbella will bear the shipping costs associated with the exchange.

3. NO EXCHANGE ON DISCOUNTED OR SALE PRODUCTS

Products purchased at a discount, during a sale, using a promotional offer, or otherwise at a reduced promotional price are not eligible for exchange.

This includes, where applicable:

  • Sale products;

  • Discounted products;

  • Clearance products;

  • Promotional products;

  • Products purchased during special sale events; and

  • Products specifically marked as “Final Sale” or “Non-Exchangeable.”

Unless otherwise expressly stated by us, discounted and sale products are final sale and cannot be exchanged for another product, colour, size or design merely due to customer preference.

This restriction does not affect any remedy that cannot legally be excluded where a product is actually damaged, defective or incorrectly supplied.

4. EXCHANGE SHIPPING CHARGES

For exchanges requested for customer preference, all shipping costs associated with the exchange must be borne by the customer.

This includes:

1. Reverse/Return Shipping Charges:
The cost of transporting the original product from the customer back to The House of Marbella.

2. Re-Shipping/Forward Shipping Charges:
The cost of shipping the replacement/exchanged product from The House of Marbella to the customer.

Accordingly, The House of Marbella will not bear either the reverse-shipping cost or the re-shipping cost for a normal customer-requested exchange.

The applicable shipping charges may depend on factors including:

  • Product weight;

  • Volumetric weight;

  • Packaging requirements;

  • Pickup location;

  • Delivery location; and

  • Courier/logistics charges.

Because marble products can be heavy and require protective packaging, exchange shipping charges may be significant.

The applicable charges will be communicated to the customer before the exchange is processed where reasonably practicable.

The replacement product may be dispatched only after the original product has been received and inspected and applicable exchange/shipping charges and any price difference have been paid.

5. PRICE DIFFERENCE ON EXCHANGES

If the replacement product selected by the customer is more expensive than the originally purchased product, the customer must pay the difference in price together with applicable shipping charges before the replacement is dispatched.

If the replacement product is lower in value, any treatment of the price difference, including store credit where offered, will be communicated at the time of approving the exchange.

An exchange request does not automatically create an entitlement to a cash refund of any price difference unless required by applicable law.

6. UNBOXING VIDEO IS MANDATORY FOR DAMAGE/WRONG-PRODUCT CLAIMS

An uninterrupted unboxing video is mandatory when raising a claim that a product arrived damaged, broken or materially different from the product ordered.

The video must:

  • Begin before the shipping package or box is opened;

  • Clearly show the package in its sealed condition;

  • Show the shipping label where reasonably visible;

  • Show the complete opening/unboxing process;

  • Be continuous and unedited;

  • Clearly show the product being removed from its packaging; and

  • Clearly show the alleged damage, breakage or incorrect product.

Claims for damaged, broken or incorrect products may be rejected where a complete and uninterrupted unboxing video is not provided, subject to applicable law.

Customers are therefore strongly advised to record the entire unboxing process whenever receiving an order from The House of Marbella.

7. DAMAGE OR INCORRECT PRODUCT MUST BE REPORTED WITHIN 48 HOURS

Any claim regarding a product delivered in a materially damaged/broken condition or an incorrect product must be reported to The House of Marbella within 48 hours (2 days) of recorded delivery.

The customer should provide:

  • Order number;

  • Name and contact information used for the order;

  • Complete uninterrupted unboxing video;

  • Clear photographs of the product;

  • Photographs clearly showing the damage, where applicable;

  • Photographs of the packaging where relevant; and

  • A description of the issue.

Claims submitted after 48 hours may not be accepted except where applicable law requires otherwise.

8. NATURAL MARBLE VARIATIONS ARE NOT DEFECTS

Marble is a natural stone, and no two pieces are identical.

Natural variations may include differences in:

  • Veining;

  • Colour;

  • Shade;

  • Pattern;

  • Texture;

  • Mineral deposits;

  • Natural markings;

  • Small pits;

  • Fissures;

  • Crystallisation; and

  • Other naturally occurring characteristics.

These characteristics form part of the individuality and natural beauty of marble and will not ordinarily be considered damage, manufacturing defects or grounds for a damage-related return or refund.

The marble product received may therefore naturally vary from the piece photographed on our website.

Product photographs represent the general design and appearance of the product and do not guarantee identical marble veining, shade, pattern or other naturally occurring characteristics.

9. HANDCRAFTED VARIATIONS

Many products sold by The House of Marbella are handcrafted, hand-finished or produced using natural materials.

Minor variations in dimensions, shape, finish, texture, pattern, colour, veining, edge finishing or other handcrafted characteristics may therefore occur.

Reasonable variations resulting from craftsmanship or the natural characteristics of the material will not ordinarily constitute defects.

10. VERIFICATION AND INSPECTION

Submitting a claim or exchange request does not automatically mean it has been approved.

The House of Marbella may review relevant information, including:

  • Unboxing video;

  • Photographs;

  • Order records;

  • Product information;

  • Packaging;

  • Courier information; and

  • Other reasonably relevant evidence.

For exchanges, the returned product may be inspected after it reaches us.

If the product is found to be used, altered, damaged, incomplete or otherwise not in its original condition, we may refuse the exchange, subject to applicable law.

Do not send any product back to us unless the return or exchange has first been authorised by The House of Marbella.

Unauthorised returns may not be accepted.

11. APPROVED DAMAGE OR INCORRECT-PRODUCT CLAIMS

If, after verification, we determine that a product was materially damaged during delivery or that an incorrect product was supplied, we may provide an appropriate remedy in accordance with applicable law and the circumstances of the claim.

Depending on the circumstances, this may include:

  • Replacement of the affected product;

  • Replacement of an affected component where appropriate;

  • Store credit; or

  • Refund where an appropriate replacement or other remedy is unavailable or where required by applicable law.

The appropriate remedy will depend upon the nature of the issue, product availability and applicable legal requirements.

12. PRODUCTS NOT ELIGIBLE FOR NORMAL EXCHANGE

Unless otherwise stated by us or required under applicable law, normal customer-requested exchanges will not be accepted for:

  • Discounted products;

  • Sale products;

  • Clearance products;

  • Final-sale products;

  • Customised products;

  • Personalised products;

  • Made-to-order products where specified as non-exchangeable;

  • Products that have been used;

  • Products damaged after delivery;

  • Products altered, repaired or modified by the customer;

  • Products without their original packaging or components where required for safe return;

  • Products returned without prior authorisation; or

  • Products that fail our return inspection.

13. DAMAGE CAUSED AFTER DELIVERY

We are not responsible for damage caused after successful delivery due to:

  • Mishandling;

  • Dropping;

  • Improper storage;

  • Improper installation;

  • Improper cleaning;

  • Use of unsuitable chemicals or cleaning products;

  • Normal wear and tear;

  • Customer modification; or

  • Use contrary to the product's intended purpose.

Such damage will not qualify as transit damage.

14. COLOUR AND DISPLAY DIFFERENCES

We make reasonable efforts to accurately display our products.

However, actual colours and appearance may vary slightly due to:

  • Device screens;

  • Display settings;

  • Photography;

  • Lighting;

  • Image processing; and

  • Natural marble characteristics.

Reasonable differences of this nature will not ordinarily constitute an incorrect or defective product.

15. REFUNDS, WHERE APPROVED

Where a refund is approved under this Policy, it will generally be processed to the original payment method where technically and operationally possible.

The time required for a refund to appear in your account may depend upon the payment gateway, bank, card issuer or other financial institution.

Once a refund has been successfully initiated by us, banking or payment-network processing times may be outside our reasonable control.

16. ORDER CANCELLATION

Once an order has been processed or dispatched, it cannot ordinarily be cancelled.

If you wish to request cancellation before dispatch, please contact us as soon as possible.

Submitting a cancellation request does not guarantee cancellation. An order is considered cancelled only after confirmation from The House of Marbella.

Customised, personalised or made-to-order products may not be eligible for cancellation once production or customisation has commenced.

17. DELIVERY REFUSAL

Customers should not refuse delivery merely because they have changed their mind.

Refusing delivery does not automatically create a right to a refund.

Where an order is refused without an eligible reason, applicable forward-shipping, return-to-origin, handling, repackaging or related logistics charges may be deducted or recovered from the customer to the extent permitted by applicable law.

18. FRAUDULENT OR MISLEADING CLAIMS

We reserve the right to reject claims that we reasonably determine, based upon available evidence, to be fraudulent, manipulated, misleading or unsupported.

We may preserve relevant records and take appropriate action in cases of suspected fraud or abuse where permitted under applicable law.

19. CONTACT US

For a damage claim, incorrect-product claim or exchange request, please contact us within the applicable 48-hour period at:

The House of Marbella

Email: Support@thehouseofmarbella.com

Address: IIIrd Phase RIICO, Kishangarh, Rajasthan 305801, India

For damaged or incorrect-product claims, please include your order number, uninterrupted unboxing video, relevant photographs and description of the issue.

For a normal exchange request, please provide your order number, reason for exchange and details of the product you wish to exchange it for.

20. APPLICABLE LAW

This Return, Refund & Exchange Policy is subject to applicable laws of India.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived.

If any provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail to the extent of that conflict.