Refund policy

Customer Complaint Handling Policy

At The Allegory House, we take every customer concern seriously. If something about your order, your experience, or a piece you've received doesn't meet your expectations, here's how we handle it.

How to Reach Us

You can raise a complaint through any of the following channels:

Please include your order number, a description of the issue, and photos (if the complaint relates to a damaged or incorrect item) so we can resolve it as quickly as possible.

Our Process

  1. Acknowledgment — We will acknowledge receipt of your complaint within 24–48 hours.
  2. Review — Our team will review the details, including any photo or video evidence provided, within 3–5 business days.
  3. Resolution — Depending on the nature of the complaint, we will offer one of the following: a replacement, a refund, an exchange, or a clear explanation if the complaint cannot be upheld.
  4. Follow-up — We will confirm the resolution with you in writing (email or WhatsApp) once the matter is closed.

Escalation

If you feel your complaint has not been resolved satisfactorily, you may request escalation by replying to our resolution email with "Escalate" in the subject line. This will be reviewed directly by management.

We aim to resolve all complaints within 10 business days of first contact.