RTO, Failed Delivery & Re-dispatch Policy

Last updated: 27 August 2026

Quick Summary

  • RTO: Return to Origin - a dispatched parcel that comes back because delivery could not be completed.
  • Courier status: An “unreachable” or “attempted” status does not automatically mean the customer is at fault.
  • Customer-caused RTO: If the RTO is clearly caused by refusal, repeated non-response/non-cooperation, non-payment of the COD balance or another verified customer-caused reason, Bashariya may recover actual and reasonable forward/return logistics costs.
  • Maximum recovery: The maximum customer-fault RTO recovery is ₹240 per order, whether the order was Standard COD or Partial COD.
  • Standard COD: The recovery may be deducted from the ₹300 COD advance. Any remaining advance is refunded.
  • Partial COD: The recovery may be deducted from the amount already paid online. Any remaining eligible balance from the amount paid online is refunded.
  • Recovery basis: On request, Bashariya will explain the basis of any RTO/logistics amount recovered and the evidence relied upon to calculate it.
  • No customer-fault recovery: No such recovery applies for Bashariya/courier error, defective, wrong or materially misdescribed goods, qualifying late delivery, or another situation for which the customer is not legally responsible.
  • Re-dispatch: Customer-caused RTO may require additional shipping/logistics payment and/or prepaid or stricter payment terms.
  • Repeat RTO: Repeated verified customer-caused RTO or refusal may lead to COD / Partial COD being restricted or disabled.

Detailed Policy

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

1. What Is RTO

  • RTO means Return to Origin - a parcel that was dispatched but returned to Bashariya because delivery could not be completed.

2. RTO Is Not Automatically Customer Fault

  • Courier status remarks can sometimes be incomplete or inaccurate. A scan such as “unreachable”, “customer not available” or “attempted” does not by itself prove customer fault.
  • Bashariya may review courier NDR/tracking information together with its own call history, WhatsApp messages and customer response before deciding responsibility.

3. Bashariya's Delivery Follow-up

  • Where possible, Bashariya may call or message the customer when a delivery issue is reported.
  • An alternate phone number may be requested and is strongly recommended where available, but it is optional. If one is provided, it should be provided with the alternate contact person's consent.

4. Courier-Caused or Genuine Missed Delivery

  • If the customer responds and reasonably states that the courier did not contact them, the attempt was inadequate, or the customer temporarily missed the call but is now cooperating, Bashariya will not automatically treat the event as customer-caused RTO.
  • Depending on courier status, Bashariya may request another delivery attempt, re-dispatch the parcel, or take another reasonable step.

5. Verified Customer-Caused RTO

  • A case may be treated as customer-caused where evidence shows refusal of delivery, repeated ignoring of courier and Bashariya contacts, failure to cooperate after confirmation, non-payment of the COD balance, or another clear customer action or omission that caused return of the confirmed parcel.
  • For a verified customer-caused RTO, Bashariya may recover the actual and reasonable forward and return logistics costs incurred, subject to a maximum recovery of ₹240 per order.
  • The ₹240 maximum applies whether the order was placed using Standard COD or Partial COD.
  • For a Standard COD order, the applicable recovery may be deducted from the normal ₹300 COD advance. Any remaining advance will be refunded.
  • For a Partial COD order, the applicable recovery may be deducted from the amount already paid online. Any remaining eligible balance from the amount paid online will be refunded.
  • Even where Bashariya's actual logistics loss exceeds ₹240, customer-fault RTO recovery under this policy will not exceed ₹240 for that order.
  • No RTO or logistics recovery will apply where the return results from a Bashariya error, courier failure, defective, wrong or materially misdescribed goods, late delivery giving rise to a remedy under applicable law, or another circumstance for which the customer is not legally responsible.
  • The recovery is intended to reimburse reasonable logistics loss and is not a punitive fine or automatic forfeiture of the customer's advance or Partial COD payment.
  • Bashariya may rely on courier invoices or rate records, shipment records, NDR/tracking information and its own communication history when assessing responsibility and the amount recoverable.
  • On request, Bashariya will explain the basis of any RTO/logistics amount recovered and the evidence relied upon to calculate it.

6. Refusal After Dispatch

  • If a customer seeks to cancel only after dispatch and deliberately refuses delivery, the parcel may be handled as RTO rather than as an approved pre-dispatch cancellation.
  • This does not apply where refusal or return forms part of a remedy the customer is entitled to under applicable law for defective, wrong, materially misdescribed or qualifying late-delivered goods.

7. Re-dispatch

  • Re-dispatch terms depend on why the first delivery failed.
  • For courier-caused or genuine missed-delivery cases, Bashariya may reattempt or re-dispatch without treating the customer as at fault.
  • For a verified customer-caused RTO, re-dispatch may require payment of the applicable additional shipping or logistics amount in advance.
  • Bashariya may also require the re-dispatched order to be prepaid or subject to stricter COD / Partial COD terms depending on the circumstances and customer history.

8. Repeat RTO / Refusal

  • Where a customer has a verified history of repeated refusal, customer-caused RTO or non-cooperation, Bashariya may restrict or disable Standard COD / Partial COD and require prepaid payment for future orders.

9. Prepaid Orders Returned to Origin

  • For prepaid orders returned due to an address or service issue, courier failure or another circumstance not attributable to the customer, Bashariya will review the evidence and may re-dispatch or refund as appropriate.
  • Where a prepaid parcel is returned because of verified customer refusal or non-cooperation, Bashariya may require additional logistics payment for re-dispatch and may recover only reasonable actual losses to the extent permitted by law.

10. 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.