Grievance Redressal 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. Grievance Officer

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

2. What Counts as a Complaint / Grievance and How to File It

• A complaint/grievance includes a complaint alleging a defect, deficiency, wrong or missing item, delivery/payment/refund problem, policy dispute, unresolved order issue, or another alleged violation of consumer rights. Routine product questions, sizing queries or ordinary order-status requests are not treated as complaints unless they allege an unresolved problem.
• To lodge a complaint, send the order number, customer name, contact details, issue, relevant dates, requested resolution and supporting evidence in writing by email or WhatsApp.
• If a complaint is initially made by phone and requires investigation or redressal, Bashariya will create a written complaint record and provide the customer with the complaint/reference number.
• You may identify the message as a 'Formal Grievance' for faster routing, but those exact words are not required. Bashariya will classify the communication by its substance.

3. Complaint Reference Number

• Each consumer complaint alleging a problem or deficiency that requires investigation or redressal will be assigned a reference number, for example BAS-GR-YYMMDD-001. The customer can quote this reference number to track or request the status of the complaint.
• The reference number is an administrative tracking identifier and does not itself determine the merits of the complaint.

4. Acknowledgement and Resolution

• Bashariya will acknowledge a grievance within 48 hours of receipt.
• Bashariya will redress the grievance within one month from the date of receipt.
• If additional information is reasonably required, Bashariya may request it promptly and will keep the customer informed of the status while continuing to work within the applicable grievance timeline. Complaints may be submitted at any time by email or WhatsApp; published support hours indicate normal handling hours, not the only hours during which a complaint may be submitted.

5. Evidence and Investigation

• Bashariya may review the Shopify order, Cashfree/payment records, WhatsApp messages, call history, product images/listing, courier/NDR/POD records, unboxing video, photographs, returned product and other relevant evidence.
• The customer may be asked to provide additional information where reasonably necessary.

6. Escalation and Statutory Rights

• This grievance process does not prevent the customer from using any remedy available under applicable consumer law.
• Bashariya may also offer a case-specific goodwill resolution where commercially appropriate. Such an exception does not necessarily constitute an admission of liability and does not create a precedent.

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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.