Returns & Refunds

Last updated: 4 October 2026

House of Makrana sells handcrafted Makrana marble products. We want every order to reach you in the condition, and as described, on our website. This policy explains returns, replacements, refunds and cancellations.

1. When you can return or replace

You can request a return or replacement within 7 days of delivery if:

  • the product arrived damaged or broken,
  • the product is defective,
  • you received the wrong product, or
  • the product is materially different from its description on our website, or it was delivered after the delivery date we promised.

2. How to report a problem

Marble is fragile, so please contact us within 48 hours of delivery on WhatsApp +91 8305061128 or email houseofmakrana@gmail.com. Please share:

  • your order number and the product name,
  • clear photos or a short video of the product, and
  • photos of the outer packaging.

We recommend recording a short video while you open the parcel. If the parcel looks damaged when it is delivered, please tell the delivery person and message us straight away.

3. Review and return shipping

We review every request within 2 working days and tell you the next steps. For damaged, defective or wrong products, we arrange the pickup or bear the return cost. For any other approved return, the return shipping cost is paid by the customer. Returned products must be unused, unaltered and in their original packaging.

4. Replacement and exchange

For approved cases we replace the same product, subject to stock. If the product is not available, we refund the amount. An exchange for a different product is possible only in approved cases, and any price difference is payable by the customer.

5. Refunds

Once a return is approved, the refund is processed within 5-7 working days (for damage, defect or wrong product reported with photos or video, from the date of approval; for other returns, after we receive and check the product). Refunds go to your original payment method. For Cash on Delivery orders, we refund by bank transfer or UPI and will ask you for the details. Your bank or payment provider may take a few more days to show the amount.

If money was deducted but your order was not confirmed, the amount is normally reversed automatically by your bank or payment provider within the timelines set by the Reserve Bank of India. If it is not, please message us with the transaction reference.

6. Cancellation

You can cancel an order before it is dispatched by messaging us your order number, and you will get a full refund. After dispatch, an order cannot be cancelled; please use the return rules above. We may cancel an order if the product is out of stock, the price was shown by clear error, or we cannot deliver to your PIN code, and we will refund the full amount.

7. Natural marble and handmade variations

Makrana marble is a natural stone. Small differences in colour, veining, texture and shade are normal. Hand-painted pieces can also have small differences in detailing. These natural variations are not defects. Damage, defects, or a product that is materially different from its description are covered by this policy.

8. Contact and grievance

House of Makrana, Corner of Vishal Nagar, Punjab Colony, Khandwa, Madhya Pradesh, India
WhatsApp: +91 8305061128
Email: houseofmakrana@gmail.com
Grievance Officer, House of Makrana (same contact). We acknowledge complaints within 48 hours and aim to resolve them within one month.

This policy does not limit any right you have under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.