Damaged, Defective, Wrong or Missing Item 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. How to Report a Claim

• Send the order number, description of the issue, continuous unboxing video where applicable, and supporting photographs in writing by WhatsApp at +91 9891136261 or email care@bashariya.com.
• Visible transit damage, wrong/missing items, parcel tampering and issues apparent on opening should be reported within 24 hours so Bashariya can promptly verify the parcel, courier and order records.
• A claim will not be rejected solely because the 24-hour period has passed where applicable law requires otherwise or the issue could not reasonably have been identified earlier.

2. Continuous Unboxing Video

• For visible transit damage, tampering, wrong-item and missing-item claims, Bashariya requires a continuous, unedited unboxing video under its claim procedure and will ordinarily treat it as the primary evidence.
• The video should begin with the sealed parcel, clearly show the courier label/order details, show the parcel being opened continuously, show all items being removed, and clearly show the claimed issue.
• A video recorded only after the parcel has already been opened may not establish when or how the issue arose.
• If a valid unboxing video is unavailable, the claim is not automatically rejected solely for that reason. Bashariya may require additional photographs, courier verification, parcel-weight/scan information, communication records, return inspection or other reasonable evidence before deciding the claim.
• This claim procedure does not limit rights that cannot lawfully be excluded.

3. Issues Not Reasonably Visible at Unboxing

• A manufacturing or other defect that could not reasonably have been visible during unboxing should be reported promptly after discovery, with photographs/video and a description of how the issue appeared.
• The 24-hour visible-issue expectation is not intended to create an absolute cutoff for a genuine latent defect that could not reasonably have been identified earlier.

4. Preserve Product and Packaging

• Do not wash, alter, repair, stitch, cut, use or further damage a product that is the subject of a claim.
• Keep original tags, packaging, courier label, accessories and the complete product until Bashariya confirms how to proceed.

5. Examples of Genuine Defects

• Examples may include an open or weak seam, broken zipper, tear, missing functional fastening, substantial construction failure, materially wrong fabric/product, wrong ordered specification, or a substantial measurement deviation that materially affects the delivered item.

6. What Is Not Automatically a Defect

• Subjective dissatisfaction such as 'I expected it to feel more premium', 'I expected thicker fabric', 'I do not like the drape', or 'it looks different on my body' is not automatically a manufacturing defect where the product page accurately described the product.
• Minor removable loose threads, reasonable hand-finishing differences and small manual stitching/measurement variations are not automatically defects.
• Manual tailoring may involve a reasonable measurement variation, typically around ±1 inch. A substantial deviation from confirmed specifications may still be treated as a defect.

7. Colour, Texture, Sheen and Drape

• Product images and videos are intended to represent the design, silhouette and overall appearance. Reasonable variation may occur because of lighting, photography, screen settings, fabric batches, production, texture, sheen, drape and how a garment appears on different body types.
• The delivered garment must still materially correspond with the ordered design, specifications and confirmed product description.

8. Transparency / Lining

• Where a product is single-layer, unlined, lightweight or may appear semi-sheer under strong light, this should be disclosed on the relevant product page where applicable.
• A correctly disclosed fabric/lining characteristic is not automatically a defect merely because the customer expected a different thickness or opacity.

9. Claim Review and Resolution

• Bashariya may review the unboxing video, photographs, order confirmation, product listing, measurements, courier records and returned product before approving a claim.
• Depending on the nature of a verified issue, Bashariya may offer correction/repair, replacement, exchange, refund or another legally appropriate remedy.
• Bashariya does not reserve an absolute right to force repair where a different remedy is required by law or clearly more appropriate.

10. Shipping for Approved Bashariya-Fault Claims

• For an approved claim caused by Bashariya or a verified transit issue, Bashariya will arrange return logistics or reimburse reasonable return shipping where required, and will not charge the customer voluntary-return shipping.
• Where the approved remedy is a full refund because of a verified Bashariya-fault claim or another situation in which applicable law requires a full refund, applicable original shipping and COD handling charges actually paid by the customer will also be refunded.

11. Refund Timing

• Where a refund is the approved remedy and return/inspection is required, Bashariya aims to process the refund within 10 working days after the returned product is received, inspected and approved.

12. 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.