Returns and Exchanges

For a change-of-mind or size return, the garment must be unworn, unwashed and unaltered, with its original tags attached and any included pieces returned. Careful indoor try-on is welcome; please avoid perfume, makeup marks or other damage. Use the original packaging where possible, or suitable protective packaging. Standard collection pieces, including sale items, are eligible under these conditions. A piece personalised or altered specifically at your request is excluded from change-of-mind returns only when that restriction was clearly disclosed before purchase. This exclusion does not apply to faulty, incorrect or misdescribed items.

Message @houseofrazna on Instagram with your order number, the item and whether you prefer a return or exchange. For a fault or incorrect item, please include a brief description and photos where possible. We will provide the return instructions and any applicable courier cost before you send the parcel. Please do not send returns to an unconfirmed address. Contacting us within the request window preserves your request while we arrange the return.

For change-of-mind or size returns, the customer pays the actual return courier cost. If an exchange requires a new delivery, that actual courier cost is also payable by the customer. We will disclose these costs for your agreement before arranging the return or exchange; no restocking fee applies. Exchanges depend on stock availability. If your requested size is unavailable, you may receive a refund for an eligible return. Any price difference will be confirmed before an exchange is processed. If we send an incorrect, faulty or misdescribed item, House of Razna covers the necessary return and replacement delivery costs and provides the remedy required by applicable consumer law. Please contact us promptly after discovering the issue. The 14-day change-of-mind window does not limit your statutory rights.

Once an eligible return is received and checked, we will initiate the refund within seven business days, using the original payment method. The refund includes the amount paid for the returned item and its applicable tax. Original standard delivery charges will also be refunded when the entire order is returned; for a partial change-of-mind return, original delivery charges are not refunded unless required by law. Bank and payment-provider processing may take additional time. For instalment purchases, the payment provider will adjust the payment plan under its process; we do not substitute store credit without your agreement. We will explain any declined change-of-mind return and provide the relevant condition findings. This policy does not limit any mandatory consumer rights that apply in your country. Where mandatory law provides greater protection, that protection prevails.