Return Policy

At Homessence Group, we take great pride in the craftsmanship and uniqueness of our products. Before initiating a return, we want you to have a clear understanding of how our products are made and appreciate the intricate process behind them.

Uniqueness: Each one of our products is meticulously handcrafted by skilled artisans from rural India. They are NOT Factory-manufactured. This traditional approach ensures that every item is imbued with a touch of individuality, making it distinct and subtly different from the rest.

Variations: We believe that the slight variations in shape or colour should not be regarded as defects, rather celebrated as a testament to the soul of this crafting process. Handicraft, by its very nature, embraces the beauty found in the glorious uncertainty of uniformity.

Quality: Despite these inherent variables, we wholeheartedly stand behind the quality of our products. In the event of any manufacturing defects, damage during transit, or discrepancies in the product descriptions, we offer a hassle-free replacement at no cost to you.

Return Process: To initiate a return, please visit the “Shipping & Returns” section located in the footer of our website. Alternatively, you can send an email to contact@homessencegroup.com, providing your order number/tracking ID. For any additional queries, feel free to contact our dedicated Customer Care Team at +64 22 184 0316.

Once you have shipped the return package, you can expect to receive your refund within 7-14 business days. However, for straightforward cases, the refund is processed much quicker.

Our products are lovingly handcrafted by artisans who pour their soul into every piece. We are trying to create a platform for them, so they don’t get exploited by “middlemen”, and their beautiful crafts receive the recognition that they deserve. Due to the nature of handcrafting and hand finishing, it is natural to encounter slight variations in the finish. Please keep this in mind when buying our products. All we request you to do is embrace and cherish these unique qualities, as they make each item truly one-of-its-kind.

Please note that the shades and colours displayed across our range of products may vary a little from the colour/shade displayed on the website. This can occur due to various settings on your monitor, or devices, like – laptop, mobile phone, or tablet, or the impact of our digital photoshoots. We kindly request your understanding and consideration of these minor variations.

We accept returns for all products within 7 days of delivery for the following reasons: damage or dead-on-arrival items, manufacturing defects, and incorrect product shipments.

If you need to return an item, simply click on the “Shipping & Returns” link in the footer of our website. Enter your order number and registered email address, then select the product you wish to return. We will keep you informed via email regarding the refund process once we receive and process the returned item. Please note that return requests are subject to a thorough inspection at our end.

Return Eligibility: 

1. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
2. Once we receive and inspect your return, we will confirm its arrival. You will be notified whether your refund has been approved or rejected. If approved, the refund will be processed and automatically credited to your original method of payment within 7-14 business days.
3. To return your product, please send it via courier to HV Crafts Limited, 23 Westglen Place, Ranui, Auckland – 0612. Kindly note that you bear the shipping costs associated with the return. For added assurance, we recommend using a trackable shipping service, as we cannot guarantee a third-party shipping company’s service.

Cancelled or Custom Orders: Please note that you have 2 days to make any changes to your order or cancel the order. The 2-day time frame begins from the moment you place your order and confirm your selection. After this 2-day window, the payment becomes non-refundable (because by then the respective craftsman/artist start to work on that order. It’s the same timeframe for both individual as well as bulk orders (more than 3 products ordered together), after which any cancellation or modification in the order will be non-refundable. Please note, Special-order items, customised to your individual specifications, cannot be returned, or exchanged. For special orders (any additional colours, design patterns, different dimensions etc. requested) or fresh custom orders (products that are not displayed on website, but have been ordered for) returns, exchange, or cancellation are not available and these are non-refundable.