Refund policy

 

  At House of Kindred, we curate objects made with intention, patience, and purpose. We want every piece you welcome into your life to resonate with you. If an item is not quite right, we are here to assist you through a seamless return experience.

1. The Nature of Independent Artistry

  Every creation presented across our houses is crafted by independent artisans and makers. Because these pieces are brought to life through manual, small-batch, or natural processes:

Slight variations in tone, texture, grain, or finish are natural characteristics of raw materials (such as gemstones, solid metals, or botanical formulations).

  These subtle nuances are celebrated as signatures of authenticity and human touch, making every piece singular and unique.

2. Return Window & Conditions

  We offer a 14-day return window from the date your package is delivered. To be eligible for a return:

  • Items must be unused, unworn, and in their original, pristine condition.
  • Products must be returned in their original, undamaged signature packaging.
  • For hygiene and safety reasons, skincare and beauty formulations must remain sealed with their original safety seal intact.
  • Items showing signs of wear, alteration, or open safety seals, as well as returns requested beyond the 14-day window, cannot be accepted.

3. Non-Returnable & Bespoke Creations

  Bespoke & Made-to-Order: Custom commissions, personalized items, and made-to-order pieces crafted specifically for you are non-refundable and exempt from standard returns.

  Gift Cards: Virtual gift cards cannot be returned or redeemed for cash.

  Note on Bespoke Creations: Your complete satisfaction is deeply important to us. Should a bespoke or made-to-order creation require adjustment or fail to meet expectations, please contact us. We will work closely with you and the artisan to reach a thoughtful solution.

4. How to Initiate a Return

  Returns can be managed directly through your personal client account or via our Concierge:

  1. Self-Service via Client Account: Log into your Client Account using the email address associated with your order, select the relevant order, and request a return.
  2. Via Concierge: Contact us at⁠ orders@houseofkindred.co⁠ with your order number and reason for return.

  Please note: Returns dispatched without prior registration through your account or written approval from our Concierge may experience delays or may not be processed.

5. Return Shipping & Responsibilities

  Return Shipping Costs: Return freight is arranged and covered by the client. Original shipping fees incurred at checkout are non-refundable.

  Safe Transit: We strongly recommend utilizing a trackable and insured shipping service. House of Kindred and our independent makers cannot be held liable for parcels lost or damaged during return transit.

6. Uncollected & Refused Deliveries

  If a package is not collected from the designated courier pick-up point within the specified deadline, or if delivery is refused at the destination address, the package will automatically be returned to the maker's atelier.

  In such instances, the direct return shipping fee charged by the carrier will be deducted from your final refund amount. Original shipping costs remain non-refundable.

7. Inspection & Refunds

  Upon arrival at the respective atelier, your returned item will undergo quality inspection.

  Once approved, your refund will be processed within 7 business days.

  Refunds are credited exclusively to the original payment method used during checkout.

  You will receive an automated email confirmation as soon as the reimbursement has been issued.

8. Exchanges

  To ensure efficient inventory management across our independent houses, we do not offer direct exchanges. If you wish to receive a different item, material, or size, please initiate a return for your original purchase and place a new order online at your convenience.

9. Damaged or Incorrect Deliveries

  We take utmost care in packaging every creation. However, if your parcel arrives visibly damaged or containing an incorrect item:

  • Please document the exterior box and item with photographs prior to opening further.
  • Email our Quality & Claims team at ⁠claims@houseofkindred.co⁠ within 48 hours of delivery.

  Our team will immediately coordinate with the artisan and carrier to arrange a replacement, repair, or resolution.