Refund policy
RETURNS & REFUND POLICY
At House of Saya, every brooch and button is handcrafted with intention and care. We want you to love what you receive — and if something isn't quite right, we are here to make it so.
RETURN ELIGIBILITY
We accept returns within 7 days of delivery, provided the item meets the following conditions:
- Item is unused, unworn, and in its original condition
- All original packaging, tags, and accessories are intact
- Item is not a customised, made-to-order, or sale piece
- Return request is raised within the eligible window
Please note: Due to the handcrafted nature of our products, slight variations in finish, texture, or colour from product imagery are inherent and are not considered defects. Each piece is one-of-a-kind.
NON-RETURNABLE ITEMS
The following cannot be returned or exchanged under any circumstances: Customised / personalised pieces, sale or discounted items, gift cards, items marked as Final Sale, items without original packaging.
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with your order number, clear photographs of the damaged item, and a brief description of the issue. Upon verification, we will offer a free replacement or full refund with no return shipping cost to you.
HOW TO INITIATE A RETURN
Write to us at returns@houseofsaya.com with your order number and reason for return. Our team will respond within 2 business days with instructions. Do not ship your return without prior confirmation from our team. Returns sent without approval will not be accepted and cannot be refunded. Return shipping costs are borne by the customer, except in cases of damage or defect.
REFUND PROCESS
Once your returned item is received and inspected, we will notify you within 3–5 business days. Approved refunds are processed to your original payment method within 7–10 business days. Shipping charges are non-refundable unless the return is due to our error. Store credit may be offered as an alternative, valid for 12 months.
EXCHANGES
We offer exchanges for a different design or size within the 7-day return window, subject to availability. If the item you wish to exchange for is of higher value, the difference must be paid at the time of exchange.
ORDER CANCELLATIONS
Orders may be cancelled within 24 hours of placement for a full refund. After this window, cancellations are not guaranteed.
Write to us immediately at orders@houseofsaya.com if you wish to cancel.
CONTACT
Returns: returns@houseofsaya.com
Orders: orders@houseofsaya.com
Response time: Within 2 business days