RETURN, REFUND & REPLACEMENT POLICY

Thank you for shopping with House of Posters.

We create and carefully pack our posters and wall-art products before dispatch. Because our products are printed and packed specifically for orders, we generally do not accept returns or refunds simply because a customer has changed their mind, ordered the wrong product, or no longer wants the item.

However, if you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, please contact us and we will review the issue in accordance with this policy and applicable law.

1. WHEN WE DO NOT ACCEPT RETURNS

We generally do not accept returns for:

Change of mind or no longer wanting the product.
Incorrect size, design, quantity, or product selected by the customer.
Orders placed by mistake.
Incorrect shipping address or incomplete address provided by the customer.
Failure to receive the order because the customer was unavailable or unreachable.
Refusal to accept a correctly delivered order.
Minor variations in colour, brightness, or appearance caused by differences between screens, displays, lighting conditions, or printing processes.
Products that have been damaged, altered, folded, used, framed, mounted, or otherwise handled after delivery.
Products returned without prior approval from House of Posters.
Customised or personalised products, except where the product is defective, damaged, incorrect, or otherwise covered by applicable law.

Nothing in this section is intended to exclude any rights or remedies that cannot legally be excluded.

2. ELIGIBLE REFUND / REPLACEMENT CASES

A refund or replacement may be considered if:

The product arrives physically damaged.
The product is defective due to a printing or manufacturing issue.
You receive a product different from the one ordered.
A product or quantity is missing from the order.
The product is materially different from its description or specifications.

All claims are subject to verification by House of Posters.

3. DAMAGE DURING DELIVERY

Please inspect the package when it is delivered.

If the outer package appears visibly damaged, crushed, torn, wet, opened, or otherwise compromised, please:

Take photographs of the package before opening it.
Record a continuous unboxing video.
Show the outer packaging and shipping label clearly.
Open the package on camera.
Clearly show the product and any damage.

Where reasonably possible, please refuse delivery of a visibly damaged package and immediately contact us.

If a damaged package is accepted, please still contact us as soon as possible with the required evidence. Acceptance of a damaged package may make verification of a transit-damage claim more difficult, but it will not by itself remove any rights available to you under applicable law.

4. UNBOXING VIDEO

For damage, missing-item, wrong-product, or product-condition claims, we strongly recommend recording a single, continuous unboxing video from the unopened package through the inspection of the product.

The video should clearly show:

The unopened package.
The shipping label/order details.
The condition of the outer packaging.
The package being opened.
The product being removed.
The complete product and any visible damage, defect, or mismatch.

An unboxing video helps us verify what occurred during delivery and allows us to investigate claims efficiently.

Where an unboxing video is not available, House of Posters may request other reasonable evidence, such as photographs, packaging images, delivery records, or other information necessary to evaluate the claim.

5. CLAIM PERIOD

Please report any damage, defect, missing item, or incorrect product within 24 hours of delivery whenever reasonably possible.

Claims submitted after this period may be more difficult to verify and may be declined where the delay prevents us from reasonably establishing the condition of the product at delivery.

This time period does not override any mandatory rights or remedies available to consumers under applicable law.

6. HOW TO SUBMIT A CLAIM

To request a refund or replacement, contact us at:

Email: [Insert House of Posters Email]

Please include:

Order number
Customer name
Registered mobile number or email
Description of the issue
Clear photographs of the product
Photographs of the outer packaging
Unboxing video, where available
Any other information reasonably requested by our team

Please do not send the product back to us unless our team has instructed you to do so.

7. CLAIM REVIEW PROCESS

Once we receive your claim, our team may review:

Order information
Product details
Photographs and videos
Packaging condition
Shipping information
Delivery records
The nature and extent of the reported issue

We may request additional information or evidence if required.

Approval of a refund or replacement is subject to verification of the claim.

8. REPLACEMENT

Where a claim is approved, House of Posters may, at its discretion and subject to product availability:

Replace the affected product;
Send the missing or correct item;
Provide another appropriate resolution; or
Issue a refund where replacement is not reasonably possible.

If the same product is unavailable, we may offer an alternative resolution or refund, subject to applicable law.

9. REFUNDS

If a refund is approved, the applicable refund amount will generally be returned through the original payment method or another permitted method.

Refund processing time may depend on the payment provider or financial institution.

Once the refund has been initiated by House of Posters, it may take approximately 5–7 business days to appear in your account, depending on the payment provider.

House of Posters is not responsible for delays caused solely by banks, payment gateways, card networks, or other third-party financial institutions.

10. SHIPPING CHARGES ON APPROVED CLAIMS

Where a return, replacement, or refund is approved because the product was damaged, defective, incorrect, or otherwise not supplied as ordered, House of Posters will determine the appropriate treatment of shipping charges based on the circumstances of the case and applicable law.

Where an issue results from incorrect information, refusal of delivery, customer unavailability, or another circumstance attributable to the customer, applicable shipping or re-shipping charges may be deducted or charged where legally permitted.

11. RETURN TO ORIGIN (RTO)

An order may be returned to our warehouse by the courier partner if:

The customer is unavailable at the delivery address.
The address provided is incorrect or incomplete.
The customer cannot be contacted.
Delivery is restricted by a gate, security, or access limitation.
The customer refuses to accept the order.
Delivery cannot be completed for another reason attributable to the customer.

Such an order may be classified as RTO (Return to Origin).

Prepaid Orders

If a prepaid order is returned to us because delivery could not be completed for a reason attributable to the customer, the refund, if applicable, may be processed after deducting reasonable and applicable charges, including:

Forward shipping charges;
Return-to-Origin shipping charges; and
Payment gateway or transaction charges, where legally permissible.

Any remaining eligible amount will generally be refunded to the original payment method after the parcel has been received and processed at our warehouse.

The refund may take approximately 5–7 business days after processing.

12. RE-SHIPPING AN RTO ORDER

If an RTO order is received back by House of Posters and the customer wants the same order shipped again, re-shipping may be offered subject to:

Product availability; and
Payment of applicable re-shipping charges.

The customer may be required to confirm the correct delivery address and contact information before re-shipping.

13. CASH ON DELIVERY (COD) ORDERS

For COD orders that are returned to origin because the customer refuses delivery, is unavailable, or cannot be reached, House of Posters may restrict future COD availability for that customer.

Customers may still be offered prepaid ordering where available.

Repeated failed deliveries, refusals, or suspected misuse of COD may result in appropriate restrictions on future orders, subject to applicable law.

14. NON-RETURNABLE / CUSTOM PRODUCTS

Where a product is made or customised specifically according to customer-provided instructions, such product may not be eligible for cancellation, return, or refund solely due to a change of mind.

This exclusion does not apply where the product is defective, damaged, incorrect, or where a refund or replacement is otherwise required by applicable law.

15. PRODUCT APPEARANCE AND COLOUR VARIATIONS

We make reasonable efforts to display product images accurately.

However, slight differences may occur because of:

Screen and monitor settings;
Mobile-device displays;
Lighting conditions;
Photography;
Printing processes;
Paper characteristics; or
Normal manufacturing variation.

Minor variations that do not materially affect the product may not qualify for a refund or replacement.

16. FRAUDULENT OR ABUSIVE CLAIMS

House of Posters reserves the right to investigate claims and take reasonable action where it identifies suspected:

False or misleading claims;
Repeated abuse of the refund/replacement process;
Manipulation or alteration of photographs or videos;
Product substitution;
Fraudulent payment activity;
Repeated refusal of legitimate deliveries; or
Other misuse of our services.

Where permitted by law, we may restrict or cancel future transactions associated with suspected fraudulent or abusive activity.

Nothing in this section limits any rights available to a consumer under applicable law.

17. POLICY UPDATES

House of Posters may update this Return, Refund & Replacement Policy from time to time to reflect changes in our business, products, shipping arrangements, payment methods, or applicable legal requirements.

The latest version will be published on this page with the updated date.

Customers are encouraged to review the applicable policy before placing an order.