Welcome to House of SR. The website https://houseofsr.com/ (the "Website") is provided to you for your personal use subject to these Terms and Conditions and our Privacy Policy. By accessing or using this Website, you agree to be bound by these Terms and Conditions and our Privacy Policy.
1. Registration
You must ensure that the details provided by you upon registration, or at any time during your use of the Website, are correct, current, and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal profile details to ensure seamless communication and delivery.
2. Password and Security
When you register to use https://houseofsr.com/, you will be required to create a secure password to access your account. Maintaining the absolute confidentiality of this password and your account information is entirely your responsibility. You can update or change your password at any time directly through your account settings dashboard.
You will be held responsible for all activities, bookings, and orders that occur or are submitted under your password. If you know or suspect that someone else has access to your password, or if you lose access to your account, you must notify us immediately by contacting us at [email protected].
3. Prices, Currency, and Payment Methods
Prices on https://houseofsr.com/ are set and fed in Nepalese Rupees (NPR). For the convenience of our global clientele, prices may be displayed in United States Dollars (USD) using a post-conversion tracking rate. All product prices and item availability are subject to change without prior notice.
Payment options are determined by your geographical location at checkout:
- International Orders: All international digital transactions are securely processed through Stripe, a fully encrypted, PCI-compliant payment gateway. We accept all major international credit and debit cards, including Visa, Mastercard, American Express, and Discover.
- Domestic Orders (Within Nepal): We accept Fonepay/QR codes, bank checks, and major credit or debit cards. Cash on Delivery (COD) is available exclusively for Ready-to-Wear (RTW) collections delivered within the Kathmandu Valley.
4. Return, Cancellation, and Alteration Policy
Because House of SR provides both high-end custom tailoring and standard sizing, our return, refund, and cancellation policies are split into distinct categories. Please read the applicable terms for your purchase below:
4.1 Bespoke Commissions (Custom-Made Garments)
- 12-Hour Grace Period: Because every bespoke garment is cut to your exact body measurements and tailored to your specific style choices, production begins immediately after ordering. You have a strict 12-hour window from the exact time of purchase to request any modifications or cancellations. Beyond 12 hours, the commission goes directly into production and cannot be altered, cancelled, or refunded.
- Returns & Refunds: Bespoke garments are entirely unique to the individual client; therefore, they are completely non-returnable and non-refundable.
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Post-Delivery Alterations: We are deeply committed to guaranteeing a perfect fit. If your garment requires adjustments due to natural size fluctuations during the 8 to 16-week crafting timeline, we offer the following:
- For clients in Nepal: You may bring or ship your garment back to our Lalitpur atelier, and our master tailoring team will perform the alterations free of charge.
- For International clients: You may visit a trusted local tailor of your choice. Upon presenting a copy of the official payment receipt to our customer care team, House of SR will fully reimburse you for the alteration costs. We will then update your digital pattern in our system for future commissions.
4.2 Ready-to-Wear (RTW) Garments
- Geographic Availability: Our Ready-to-Wear (RTW) collections are currently available for purchase and delivery exclusively within Nepal. Consequently, our return policy applies strictly to domestic orders within Nepal.
- Return Window: We accept returns or exchanges on eligible RTW items within 7 days of you receiving your delivery.
- Item Condition: To be eligible for a full refund or exchange, garments must be completely unworn, unwashed, unaltered, and returned in their original packaging with all retail tags and care instructions fully intact.
- Final Sale Items: Any items purchased on clearance, during holiday sales, or at a discounted promotional rate are final sale and cannot be returned, refunded, or exchanged.
- Accessory Exceptions: For quality and presentation reasons, we strictly cannot offer refunds or exchanges on luxury accessories—including but not limited to sunglasses, pocket squares, neckties, and lapel pins—if the original packaging has been opened, or if the items show any signs of handling or use.
- Complimentary Shipping & Returns: To ensure a premium shopping experience, House of SR offers complimentary delivery and return shipping for all eligible RTW orders within Nepal. You will not be charged a fee to return your item, and you will receive a full refund for the purchase price of the garment, provided it meets our condition guidelines.
4.3 How to Process an RTW Return (Nepal Only):
- Safely repack your items into their original packaging.
- Contact our team with your order number and email address (or the last 4 digits of your phone number).
- Confirm your preferred return method (Complimentary courier pickup or in-store drop-off option).
- If shipping via courier, please ensure the package is handed over securely. Once your package is received and inspected at our atelier, you will receive an automated confirmation email, and your full refund will be processed.