Last Updated: 18 September 2026

At Bihu Handmade, we carefully prepare and package every order. We want you to have a positive shopping experience. This Return, Replacement & Refund Policy explains when products may be returned or replaced, how cancellations and refunds are handled, and how to contact us if there is a problem with your order.

By placing an order through the Bihu Handmade website or mobile application, you acknowledge and agree to this policy.

1. Products Covered by This Policy

This policy may apply to products sold through Bihu Handmade, including:

• Organic Henna & Mehendi Products
• Woolen & Yarn Products
• Handmade Chocolates
• Cupcakes & Custom Cupcakes
• Handmade Gifts
• Creative Handmade Products
• Decorative Products
• Custom Handmade Products

Different products may have different return or replacement conditions because of their nature.

2. Return Eligibility

A product may be eligible for return or replacement when it is:

• Damaged during delivery
• Incorrectly supplied
• Missing from the order
• Defective
• Significantly different from the product ordered

The issue must be reported within 6 hours of delivery, unless a different period is specifically stated for the product.

Products must generally be:

• Unused
• In their original condition
• Properly packaged
• Accompanied by the original packaging, where applicable
• Accompanied by the order details

A return request does not automatically guarantee approval. Each request will be reviewed based on the circumstances and applicable consumer laws.

3. Products That May Not Be Returnable

For hygiene, safety, freshness, customization, or product-specific reasons, certain products may not be eligible for return.

These may include:

Organic Henna & Mehendi

Opened or used henna and Mehendi products may not be eligible for return for hygiene and product-safety reasons.

Handmade Chocolates

Because chocolates are food products and may be affected by temperature, handling, and storage conditions, they may not be eligible for return after delivery.

Cupcakes & Other Fresh Food Products

Fresh or perishable products generally cannot be returned after delivery.

Custom & Personalized Products

Products made specifically according to a customer's:

• Name
• Design
• Color
• Size
• Text
• Personalization
• Special instructions

may not be eligible for return or cancellation once production has started.

Used or Altered Products

Products that have been used, washed, modified, damaged by the customer, or otherwise altered may not qualify for return.

4. Damaged Products

If your order arrives damaged, please contact us as soon as possible and preferably within 6 hours of delivery.

Please provide:

• Order ID
• Customer name
• Mobile number
• Photographs of the product
• Photographs of the packaging
• Description of the damage
• Unboxing video, if available

We may request additional information to investigate the issue.

After reviewing the case, we may offer an appropriate resolution, which may include:

• Replacement
• Refund
• Store credit
• Another mutually agreed resolution

The available resolution may depend on product availability and the nature of the issue.

5. Wrong Product Received

If you receive a product different from what you ordered, please contact us within 6 hours of delivery.

Please provide photographs showing:

• The product received
• Product packaging
• Shipping label
• Order details

After verification, we may arrange a replacement or provide another appropriate resolution.

6. Missing Product

If an item is missing from your package, contact us as soon as possible.

Please provide:

• Order ID
• Product name
• Quantity ordered
• Quantity received
• Photographs of the package and its contents

We will review the order and shipping information and take appropriate action.

7. Quality Issues

If you believe a product has a genuine quality issue, contact us with:

• Order ID
• Product details
• Photographs
• Description of the problem

For handmade products, small variations in color, texture, shape, size, or finish may occur naturally and may not constitute a defect.

8. Natural & Handmade Product Variations

Bihu Handmade products may be handmade or made with natural materials.

Therefore, minor differences may occur between individual products.

Examples include:

• Color
• Pattern
• Texture
• Shape
• Size
• Finish

These variations are part of handmade production and do not automatically qualify a product for return or refund.

9. Organic Henna & Mehendi Returns

Organic Henna and Mehendi products should be checked before opening or use.

Once a henna product has been opened or used, it may not be eligible for return due to hygiene and product-safety considerations.

Individual henna results may vary depending on:

• Skin type
• Application
• Contact time
• Aftercare
• Product freshness
• Environmental conditions

A difference in stain intensity or duration alone does not necessarily indicate a defective product.

10. Food Products

For handmade chocolates, cupcakes, and other food products, please inspect the product promptly after delivery.

Due to their perishable nature, food products generally cannot be returned after delivery.

If you receive:

• The wrong product
• A damaged product
• A product damaged during delivery
• A product with another verified issue

please contact us as soon as possible, preferably within 6 hours of delivery.

Please provide photographs and your order details.

11. Custom & Personalized Products

Custom products are prepared according to customer specifications.

Before production begins, customers should carefully verify:

• Names
• Text
• Design
• Color
• Size
• Quantity
• Personalization details

Once production has started, cancellation, modification, or return may not be possible unless the product is defective, damaged, incorrect, or otherwise eligible under applicable law.

12. Order Cancellation

You may request cancellation as soon as possible after placing an order.

Cancellation may be possible before the order enters processing or production.

Cancellation may not be possible once the order has been:

• Customized
• Prepared
• Packed
• Dispatched
• Shipped

For custom products, cancellation may be restricted once production begins.

Contact us immediately if you want to cancel an order.

13. Refunds

If a refund is approved, the refund amount and method will depend on:

• The reason for the refund
• Payment method
• Order status
• Product condition
• Applicable policy
• Applicable law

Where possible, refunds will generally be processed through the original payment method.

The time taken for the amount to appear in your account may depend on the payment gateway, bank, card issuer, or other financial institution.

14. Refund Processing

Once a refund is approved, we will initiate the refund through the applicable payment method or process.

Bihu Handmade is not responsible for delays caused by:

• Banks
• Card issuers
• Payment gateways
• UPI providers
• Other financial institutions

Customers should retain their transaction/reference information until the refund is successfully received.

15. Return Shipping

Where a return is approved because of:

• Wrong product supplied
• Damaged product
• Verified manufacturing/product defect

Bihu Handmade may arrange or reimburse appropriate return shipping, depending on the circumstances.

For other approved returns, the customer may be responsible for return shipping costs where permitted by applicable law and communicated before the return.

We do not recommend sending a product back without receiving return instructions from our support team.

16. Return Procedure

To request a return or replacement:

Step 1 — Contact Us

Contact:

WhatsApp: +91 96352 21226
Email: bihuhandmade@gmail.com

Step 2 — Provide Order Information

Include:

• Order ID
• Customer name
• Registered mobile number
• Product name
• Date of delivery
• Reason for return/replacement

Step 3 — Provide Evidence

Where applicable, send:

• Product photographs
• Packaging photographs
• Shipping label
• Unboxing video
• Payment/order information

Step 4 — Review

Our team will review the request and may contact you for additional information.

Step 5 — Resolution

If approved, we will communicate the applicable:

• Return instructions
• Replacement
• Refund
• Store credit
• Other appropriate resolution

17. Return Inspection

Returned products may be inspected before a refund or replacement is finalized.

We may decline a return where the product:

• Has been used
• Has been intentionally damaged
• Has been altered
• Is missing essential components
• Has been returned without authorization
• Does not match the reported issue

This does not limit any mandatory rights available to consumers under applicable law.

18. Failed Delivery / Returned Shipment

If an order is returned to us because of:

• Incorrect address
• Incorrect PIN code
• Incorrect contact information
• Customer unavailable
• Repeated delivery attempts unsuccessful
• Customer refusal to accept the package

additional shipping or re-delivery charges may apply where permitted and communicated to the customer.

For perishable or custom products, additional restrictions may apply.

19. Exchange / Replacement

Where replacement is approved, we will attempt to provide the same product.

If the same product is unavailable, we may offer, where appropriate:

• A similar product
• Store credit
• Refund
• Another mutually agreed solution

The available option may depend on stock and the circumstances of the case.

20. Store Credit

Where offered, store credit may be issued instead of a monetary refund.

Any applicable:

• Value
• Expiry
• Usage conditions
• Product restrictions

will be communicated when the store credit is issued.

21. Promotional Products & Free Gifts

Products purchased using promotional offers, coupons, discounts, combo offers, or free gifts may have specific return or refund conditions.

If an order is refunded, promotional benefits may also be adjusted where applicable.

The terms displayed with the relevant promotion will apply.

22. Non-Delivery

If your order has not been delivered within the expected delivery period, please contact us.

We may investigate the matter with the applicable courier or logistics partner.

Depending on the investigation, we may provide an appropriate resolution where applicable.

23. Fraudulent or Abusive Returns

We reserve the right, subject to applicable law, to investigate suspicious or repeated return requests.

Examples may include:

• False damage claims
• Repeated fraudulent refund requests
• Returning a different product
• Deliberately damaging products
• Misuse of coupons or promotional offers

We may restrict services or take other appropriate action where permitted by law.

24. Consumer Rights

Nothing in this Return, Replacement & Refund Policy is intended to remove or restrict any mandatory rights or protections available to consumers under applicable Indian law.

Where applicable law provides a consumer with rights that cannot legally be excluded, those rights will continue to apply.

25. Policy Changes

Bihu Handmade may update this Return, Replacement & Refund Policy from time to time.

Updates may be made because of:

• Changes in products
• Changes in business practices
• Changes in payment or delivery services
• Changes in applicable law
• Changes to our website or application

The latest version will be published on this page with the updated “Last Updated” date.

26. Contact Us

If you have any questions about returns, replacements, cancellations, or refunds, please contact us.

Bihu Handmade

Location: Sitanagar Madrasah More, Vill-Sitanagar, PO-Raninagar, PS-Islampur, Dist-Murshidabad, Pin-742308, West Bengal, India
Phone / WhatsApp: +91 96352 21226
Email: bihuhandmade@gmail.com

Return & Refund Support

Email: bihuhandmade@gmail.com

Subject: Return / Replacement / Refund Request