Customised Order Policy

Last updated: 27 August 2026

Quick Summary

What counts as customised: Any option marked Customised, or any non-standard size, length, design or alteration requested by the customer.
Customised prepaid: Full payment is required before production.
Customised COD / Partial COD: Where COD / Partial COD is available, a minimum total advance of 30% is required before production.
Advance already paid: Any Standard COD advance or Partial COD payment already received counts towards the required 30% advance. Bashariya may collect the remaining amount before production begins.
Orders above ₹20,000: COD / Partial COD is not available; customised orders above this value must be prepaid in full before production.
Written confirmation: Final specifications must be confirmed in writing by WhatsApp or email before production starts.
Cancellation before production: The eligible amount paid is normally refundable if production has not started and no non-recoverable custom cost has been incurred.
Cancellation after production starts: Bashariya may recover only reasonable, reasonably demonstrable non-recoverable custom-production loss. The 30% advance is not automatically forfeited.
Preference return: A correctly made customised product is not eligible for a preference-based return or exchange.
Wrong or defective custom item: Genuine defects or material deviation from confirmed specifications are handled separately under the applicable defect policy.

Detailed Policy

The points above are the quick version. The detailed terms below explain how the policy works in specific situations.

1. What Counts as Customised

Any size, length, design option or modification explicitly labelled Customised on the product page is treated as customised.
A customer-requested alteration outside the standard product configuration, including special length, size, design or another agreed modification, is also treated as customised.

2. Payment Requirements

Customised prepaid orders: Full payment is required before production begins.
Customised Standard COD / Partial COD orders: Where COD / Partial COD is available, a minimum total advance of 30% of the order value is required before production begins.
For a customised Standard COD order, any COD advance already paid will count towards the required 30% advance. Bashariya may collect the remaining amount required to complete the 30% advance before production begins.
For a customised Partial COD order, any amount already paid online at checkout will count towards the required 30% advance. Bashariya may collect the remaining amount required to complete the 30% advance before production begins.
For example, if 10% has already been paid through Partial COD, an additional amount may be collected so that the total advance received reaches at least 30% before production starts.
COD / Partial COD availability is subject to the Order, Payment & COD Policy. Orders above ₹20,000 are not eligible for COD / Partial COD and must be prepaid.
Bashariya may require a higher advance or full prepaid payment for unusually complex, high-risk or difficult-to-resell custom work where this requirement is communicated before production begins.

3. Written Confirmation Is Mandatory

Before production begins, Bashariya will obtain written confirmation of the important final specifications, such as article, size, length, colour where relevant, requested modifications, total price and required payment or advance.
A WhatsApp text reply or email confirming the final specifications counts as written confirmation.
A phone discussion alone is not treated as final written approval of customised specifications.
Production will not begin merely because an advance has been paid if the required written confirmation of the customised specifications has not been received.

4. When Production Begins

Production may begin only after the required payment and written approval are received.
Once material is cut or specifically allocated, tailoring or job-work is committed, embroidery or handwork begins, or another irreversible custom-production step is taken, the order is considered to have entered production.

5. Cancellation Before Production

Where a customised order is cancelled before production begins and no non-recoverable custom cost has been incurred, the eligible amount paid will normally be refunded.
The mere payment of a 30% customised-order advance does not by itself make that amount automatically non-refundable.

6. Cancellation After Production Begins

After written confirmation and production start, cancellation is restricted.
Bashariya may retain a reasonable amount corresponding to reasonably demonstrable non-recoverable materials, labour or job-work and loss caused by reduced resaleability.
Reasonably demonstrable evidence may include the customer's written confirmation, payment records, WhatsApp or email communication, material purchase or allocation records where available, tailor or job-work communication/payment, and work-in-progress photographs where available.
The amount retained is intended as reasonable cost or loss recovery, not as an automatic penalty or automatic forfeiture of the 30% advance.
If the amount already paid exceeds the reasonably recoverable non-recoverable loss, the eligible remaining balance will be refunded.

7. Returns and Exchanges

A correctly made customised product is not eligible for return or exchange merely because the customer changes their mind, does not like the final look, or wishes they had selected different customised specifications.
If Bashariya materially fails to follow the written confirmed specifications, or the product has a genuine defect, the claim will be handled under the Damaged, Defective, Wrong or Missing Item Policy and applicable law.

8. Measurement and Manual Tailoring

Custom garments involve manual cutting and stitching. Reasonable small measurement variation, typically around ±1 inch, may occur.
A substantial deviation from the written confirmed specification that materially affects the product may be treated as a genuine issue or defect.

9. Goodwill Exceptions

Bashariya may, at its discretion, offer a case-specific goodwill resolution in exceptional situations.
A goodwill exception does not amend this policy for other customers, does not create a precedent and does not necessarily constitute an admission of defect or liability.

Legal & Customer Contact

ARFEENZ LIFESTYLE LLP
LLPIN: AAI-2559
Registered with limited liability

Registered Office:
G-79, Ground Floor, Shaheen Bagh,
Abul Fazal Enclave-2, Jamia Nagar, Okhla,
New Delhi, South Delhi, Delhi - 110025

Operational / Customer Support Address:
274/178, Zakir Nagar, Jamia Nagar,
New Delhi - 110025

Grievance Officer: Sanya Arfeen
Designation: Grievance Officer
Phone / WhatsApp: +91 9891136261
Email: care@bashariya.com
Support Hours: Monday to Saturday, 11 AM to 6 PM

Nothing in this policy limits rights that cannot lawfully be excluded under applicable law.