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Return, Cancellation & Refund Policy

Last updated: 04/09/2026

At BHRAAJ, every piece is prepared especially for the person who orders it. Our products are not mass-produced or held as readymade inventory once an order is placed, our artisans begin preparing that piece by hand. Because of this, we kindly ask that you review the product photographs, dimensions, and description carefully before ordering. This policy explains how cancellations, damaged items, replacements, and refunds are handled.

1. Made-to-Order Products

Every BHRAAJ order is fulfilled specifically in response to your purchase. We do not keep finished stock on hand, and our artisans generally require 3 to 4 days to prepare an order before it is handed over for shipping. Each Tulasi mālā and accessory is individually prepared and hand-checked before dispatch.

Because production begins specifically for your order, we are generally unable to accept cancellations, returns, or refunds requested for reasons such as a change of mind or incorrect selection once production has started. We sincerely request that you consider your purchase carefully before ordering.

2. Cancellations

2.1 Cancellation Before Production Begins

If you wish to cancel an order, please contact our Customer Support team at customercare@bhraaj.com as soon as possible after placing it. If your request reaches us before our artisans have begun preparing your piece, we will cancel the order and issue a full refund to your original payment method.

2.2 Cancellation After Production Begins

Once an artisan has begun preparing your piece, the materials and work are committed specifically to your order and can no longer be redirected or resold. For this reason, orders cannot be cancelled, returned, or refunded once production has commenced, except where the item arrives damaged in transit (see Section 3) or cannot be fulfilled by BHRAAJ (see Section 6).

3. Damaged-in-Transit Procedure

Although every item is hand-inspected by our packaging team before it leaves us, a product may occasionally be damaged during transportation. If this happens, please follow the steps below:

  • Contact our Customer Support team as soon as possible after delivery, and in any case within 2 days of receiving your order
  • Provide a clear, continuous unboxing video showing the package from the moment it is opened — this is required to support any damage claim
  • Ensure the damage is clearly visible in the video, or otherwise satisfactorily established
  • Keep the original packaging, box, and all contents safely until the matter is resolved

Our team will review your request and the supporting video before approving a return, replacement, or refund. We may ask a few follow-up questions to understand what happened before a decision is made.

4. Replacement Procedure

Where a claim for damage-in-transit is approved, you may choose between a replacement and a refund, subject to availability of materials for the item ordered. If a replacement is chosen:

  • BHRAAJ will arrange collection of the damaged item at no cost to you; please keep it in its original packaging until it is collected
  • Once the returned item is received and inspected by our team, a new piece will be prepared and dispatched to you
  • As replacement items are also made to order, please allow the standard preparation time referred to in Section 1, in addition to shipping
  • If the material or design is no longer available, we will offer you the closest available alternative or a full refund, whichever you prefer

5. Refunds

Refunds are not generally available for made-to-order products, other than in the circumstances described in this policy namely, an item damaged in transit, an order cancelled before production begins, an item BHRAAJ is unable to fulfil, or a confirmed shipping failure.

5.1 Refund Timeline

Once a refund is approved, we will process it within 2 business days. Please note that after we initiate the refund, your bank or payment provider may take a further 2 business days to reflect the amount in your account or statement.

5.2 Refund to Original Payment Method

Approved refunds are credited to the original payment method used at checkout for example, the same card, UPI ID, or bank account. Where a refund to the original payment method is not possible (for instance, where payment was made by cash on delivery, or the original method is no longer valid), we will request your bank account details and process the refund by direct bank transfer instead.

6. If an Item Cannot Be Fulfilled

On rare occasions, BHRAAJ may be unable to complete an order for example, where a required material becomes unavailable, or a design cannot be prepared to the standard we require. If this happens, we will notify you as soon as possible and offer you the choice of:

  • The closest available alternative product, at no additional cost for any difference in preparation; or
  • A full refund to your original payment method, processed in accordance with Section 5

7. Shipping Failure and Non-Delivery

We deliver through trusted logistics partners, but delivery is occasionally affected by incorrect addresses, repeated failed delivery attempts, or the shipment being lost in transit. If your order fails to arrive:

  • Contact our Customer Support team, and we will trace the shipment with our logistics partner
  • If the shipment is confirmed lost, or is returned to us because delivery could not be completed despite accurate address details being provided, we will offer a free reshipment or a full refund, at your choice
  • If non-delivery results from an incorrect or incomplete address provided by the customer, reshipment may be arranged at the customer’s cost, and this will be discussed with you before any resend

8. Product Photographs, Dimensions, and Handmade Variations

We make every reasonable effort to represent our products faithfully on the BHRAAJ website. Our photographs are intended to show the genuine appearance, design, and character of each item, and we do not use misleading or digitally altered images. Dimensions and specifications are provided on each product page and should be reviewed carefully before ordering.

As each piece is handcrafted, slight variations in appearance, texture, or finish may naturally occur from piece to piece. Such variations are a characteristic of handmade workmanship and are not treated as defects.

9. Before You Place Your Order

Because every piece is prepared specifically after an order is received, we kindly ask you to review the following before ordering:

  • Product photographs
  • Product dimensions
  • Materials and specifications
  • Product description and any other information on the product page

Once an order is placed, our artisans begin their work shortly after. Careful consideration before purchase helps us avoid unnecessary preparation, shipping, and returns and helps us honour the time, skill, and care our artisans put into each piece.

If you have any questions about a product before ordering, we warmly encourage you to reach out. We are always happy to help.

10. Contact Us

For cancellations, damaged items, replacements, or refund queries, please contact:

BHRAAJ Customer Support
BHRAAJ Ecom
Address: Mayapur, West Bengal, India
Email: customercare@bhraaj.com
Website: www.bhraaj.com