Customised Order Policy

Last updated: 26 August 2026

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 require full payment before production.
• Customised COD / Partial COD orders require a minimum 30% advance before production. Bashariya may request a higher advance or full prepaid payment for unusually complex, high-value or difficult-to-resell custom work.

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 payment/advance.
• A WhatsApp text reply or email confirming the final specification counts as written confirmation. Phone discussion alone is not treated as final written approval.

4. When Production Begins

• Production may begin after the required payment and written approval are received. Once material is cut or specifically allocated, tailoring/job-work is committed, embroidery/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.

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/job-work and loss caused by reduced resaleability.
• Reasonably demonstrable evidence may include the customer's written confirmation, payment records, WhatsApp communication, material purchase/allocation records where available, tailor/job-work communication/payment and work-in-progress photographs where available.
• The amount retained is intended as reasonable cost/loss recovery, not an automatic penalty or automatic forfeiture of the 30% advance.

7. Returns and Exchanges

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

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 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.

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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: Tariq Hasan | 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.