This Refund & Exchange Policy (“Policy”) will be effective from December 18th, 2025 (“Effective Date”).
This Refund & Exchange Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of B-Tashni, a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise.
B-Tashni is committed to conducting its business with fairness, transparency, and a customer-first approach. This policy aims to provide clarity and consistency in the handling of refund and exchange requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.
NOW THEREFORE, B-Tashni hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.
In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:
The purpose of this Refund & Exchange Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product exchanges and refunds. This Policy is designed to ensure that customers of B-Tashni (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for exchange. The Policy is further aimed at aligning B-Tashni’ return and refund practices with applicable Indian consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clarity, fairness, and responsiveness in e-commerce operations.
This Policy also reinforces B-Tashni’ commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on refunds and shipping responsibilities. The Company follows a non-cash refund model, wherein eligible returns result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned product, rather than a direct monetary refund. Additionally, this Policy outlines the role of the customer in facilitating the return process, including the responsibility for reverse shipping, and prescribes the timeline, condition, and procedural requirements for initiating a valid exchange. Through this Policy, B-Tashni seeks to maintain a consistent and principled approach to after-sale engagement with its customers.
In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & exchange mechanisms.
The Customers may request an exchange for eligible products purchased from B-Tashni, subject to the terms and conditions outlined herein. An exchange request will be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned products and accept or reject exchange requests at its sole discretion based on the condition of the returned goods and compliance with the prescribed timeline and return procedure.
A product shall be eligible for exchange only if all the following conditions are satisfied:
| Criterion | Requirement |
|---|---|
| Condition of Product | The product must be unused, unworn, unwashed, undamaged, and returned in its original packaging with all original tags, labels, seals, and accessories intact. |
| Purpose of Exchange | Exchanges shall be accepted only in the following cases: (a) size-related concerns within the same product; (b) defective or damaged products, except for categories expressly barred under Clause 5; and (c) change-of-mind requests, solely for such products where the product description explicitly states that “change-of-mind exchange is permitted.” No exchange requests shall be entertained for reasons including style preference, color choice, or any other grounds, unless expressly permitted in the product description of the concerned product. |
| Timeframe for Exchange Request | The customer must initiate the exchange request within 7 days from the date of delivery of the product, by writing to the designated email ID or through the platform’s exchange request portal (if available). |
| Proof of Delivery & Packaging | The customer must provide a valid shipment tracking ID and may be requested to share an unboxing video or photographs for validation in case of product damage or defect. |
| Non-Returnable | Conditions falling under the clause 5. |
| Original Invoice | A copy of the original invoice or order confirmation must be included in the return parcel. |
Any product that fails to meet the above conditions shall be deemed ineligible for exchange, and the return shall be rejected without any issuance of a credit note or replacement. The Company will not be liable for any products lost or damaged during the return transit initiated by the customer.
B-Tashni is committed to maintaining high standards of quality and customer satisfaction in all product purchases. However, to ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for exchange. Customers are advised to review the following exclusions carefully before placing or initiating any exchange request.
An exchange shall not be permitted under the following conditions:
PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SET FORTH IN THIS CLAUSE SHALL BE RETURNED TO THE CUSTOMER, AND NO CREDIT NOTE OR PROMO CODE WILL BE ISSUED IN SUCH CASES.
In cases where an approved exchange product becomes unavailable due to inventory issues, B-Tashni shall notify the customer and issue a credit note within 7 to 10 business days, as per this Policy. Customers may also choose an alternate product of the same value via a credit note or promo code, given in this case by the company as detailed in clause 7. The Company shall not be liable for any loss caused due to such unavailability.
B-Tashni provides a seamless and customer-friendly exchange mechanism for eligible product purchases, subject to the terms of this Policy. Customers seeking an exchange must strictly adhere to the step-by-step process outlined below:
| Step | Action | Description |
|---|---|---|
| Step 1 | Initiate Exchange Request | Within 7 days of delivery, the Customer must submit an exchange request either via the Exchange Request link on the Website or by emailing Ordersupport@B-Tashni.com with subject: “Exchange Request – [Order ID]”. Required information includes: • Reason for exchange (e.g., size mismatch, defective product) • Photographs of the product with tags and packaging intact • Copy of the order invoice • Additional evidence (unboxing video), if requested |
| Step 2 | Review & Approval | B-Tashni will review the request within 2 business days and notify approval or rejection based on Policy eligibility. |
| Step 3 | Customer Arranges Return Shipping | Upon approval, B-Tashni arranges reverse pickup via designated logistics within 3 calendar days at Company cost. The package must include: • Product in unused, unwashed, saleable condition • Original tags and packaging • Original invoice • Secure packing to avoid transit damage |
| Step 4 | Audit, Inspection & Verification | B-Tashni inspects the returned product for compliance with exchange conditions. Inspection may take up to 3 business days. |
| Step 5 | Issuance of promo code (credit note) | If the product passes inspection, a unique, non-transferable promo code equal to product value will be issued, valid for 90 days, via email. |
| Step 6 | Exchange Timeline | All approved exchanges will be completed within 7–10 working days from receipt of the returned product. |
B-Tashni does not provide refunds in the form of cash, bank transfers, or original mode of payment. Instead, for all approved and successfully processed exchange requests, the Company issues a non-cash refund in the form of a credit note, also referred to as a promo code, subject to the conditions and limitations outlined herein.
Issuance of Credit Note: Upon successful inspection and approval of the returned product in accordance with Clause 6 (Exchange Process), B-Tashni shall issue a unique, non-transferable promo code to the Customer. The promo code shall represent the equivalent monetary value of the exchanged product, excluding any shipping charges, and shall be communicated to the Customer via email to the registered email address.
The promo code issued by B-Tashni shall be subject to the following conditions:
B-Tashni shall endeavor to issue the credit note within a maximum period of two (2) business days from the date of completion of inspection and approval of the returned product. Any delay caused due to technical or operational reasons shall not be construed as a breach of this Policy.
Validity and Conditions of Use: The credit note shall remain valid for a period of ninety (90) calendar days from the date of issuance. The Customer must utilize the entire value of the promo code within this validity period, failing which the promo code shall automatically expire and shall not be renewed, reissued, or extended under any circumstances.
The following conditions shall apply to the use of the promo code:
The Company shall not be held liable for any expired, lost, deleted, or unused promo codes. Customers are responsible for maintaining access to their registered email and ensuring timely use of the issued code.
In the event of any grievance or technical error where a promo code has not been issued after an approved exchange, the customer may raise the concern through the Grievance Redressal Mechanism outlined under Clause 10. B-Tashni shall investigate and resolve the issue promptly.
In order to initiate and complete a valid exchange request under this Policy, the Customer must comply with the following obligations, which are mandatory and non-negotiable. These obligations ensure that the Company can process returns and exchanges efficiently while protecting against misuse, hygiene concerns, and logistical inconsistencies.
The Customer shall ensure that any product being returned to B-Tashni for the purpose of exchange is:
B-Tashni reserves the right to reject any exchange request if the returned product fails to meet the above conditions, and such product shall be returned to the Customer at their own cost, without issuance of a credit note.
To substantiate claims of product damage or manufacturing defects, B-Tashni may request the Customer to provide an unboxing video clearly showing the package being opened from a sealed state, with the product, invoice, and tags visibly identifiable. While this requirement is not mandatory for all exchange requests, it may be enforced at the discretion of the Company in specific cases to validate authenticity of damage-related claims. Failure to provide the video upon request may lead to rejection of such claims.
The Customer acknowledges and agrees that original shipping charges paid at the time of purchase are non-refundable. These charges are incurred towards third-party logistics services and are not eligible for credit note issuance or reimbursement, regardless of the reason for exchange.
In addition, any reverse shipping cost or incidental charges incurred by the Customer during the return process shall not be compensated or refunded by the Company.
B-Tashni adopts a transparent, credit-based exchange model in which refunds are not issued in cash or to the original mode of payment. The Company's operational framework, logistics cost structure, and customer policies are designed around efficiency, clarity, and legal compliance. This Clause sets forth the limitations applicable to all refund and exchange transactions initiated under this Policy.
B-Tashni follows a strict non-cash refund policy. Under no circumstances shall the Company provide refunds in the form of cash, bank transfer, digital wallet credit, card reversal, UPI refund, or through the original mode of payment. All approved return transactions shall only result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned shirt, subject to the terms set out in Clause 7 of this Policy.
B-Tashni expressly reserves the right to deny or reject any exchange request if the returned product:
In such cases, no promo code shall be issued, and the product shall be returned to the customer at their own cost and risk.
Upon receipt of the returned product, the Company shall endeavor to complete a quality inspection within three (3) business days. If the product passes inspection, the promo code shall be issued within two (2) additional business days thereafter. B-Tashni aims to maintain a transparent and time-bound mechanism in line with Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020, which requires e-commerce platforms to process returns and refunds in a reasonable and timely manner.
B-Tashni is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product exchanges, return procedures, or non-issuance of promo codes is resolved efficiently and fairly.
The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:
Name: Hardik Verma
Designation: Grievance Redressal Officer
Email: Legal@B-Tashni.com
Office Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding public (gazette) holidays.
Customers who are dissatisfied with any aspect of the exchange process, issuance of credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO at Legal@B-Tashni.com
The written grievance must include:
The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 15 (fifteen) days from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.
If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.
This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.
Subject to Clause 10(g) (Grievance Redressal Escalation), the courts situated New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the exchange process, or any transactions between the customer and B-Tashni.
The B-Tashni reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of B-Tashni and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes.
Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, B-Tashni may, at its discretion, notify customers via email or other means of communication registered with the Company.
Now Therefore, This Refund & Exchange Policy is effective as of December 18th, 2025 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the B-Tashni website or application, the customer acknowledges that they have read, understood, and agreed to be bound by the terms of this Policy.