RTO, Failed Delivery & Re-dispatch 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 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/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 attempt, re-dispatch, 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/omission that caused return of the confirmed parcel.
• For a verified customer-caused RTO, Bashariya may recover the actual and reasonable forward/return logistics costs incurred, up to a maximum of ₹240 from a normal ₹300 COD advance. Any remaining balance will be refunded.
• No RTO/logistics recovery will apply where the return results from a Bashariya error, courier failure, defective/wrong/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 actual logistics loss, not to impose a punitive fine or automatic cancellation penalty. Bashariya may rely on courier invoices/rate records, shipment records, NDR/tracking information and its own communication history when assessing the amount and responsibility. 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/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/genuine 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/logistics amount in advance and may be allowed only on prepaid or stricter partial-payment terms.

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 COD and require prepaid payment for future orders.

9. Prepaid Orders Returned to Origin

• For prepaid orders returned due to an address/service issue or courier failure, Bashariya will review the evidence and may re-dispatch or refund as appropriate.
• Where a prepaid parcel is returned because of verified customer refusal/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.

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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.