This policy applies only to orders shipped directly from India to the customer.

It does not apply to orders that are first transported from India to Sweden and then shipped from Sweden to the final customer.

Brahmaki uses the Sweden delivery route for certain European countries. Orders to other destinations are generally shipped directly from India. The applicable shipping route is determined by the destination and the shipping information provided for the order.

This policy covers direct-from-India shipments that are:

• Not collected from a collection point.
• Refused by the customer.
• Undeliverable because the customer cannot be reached.
• Undeliverable because the delivery information is incorrect or incomplete.
• Returned because the customer did not respond to delivery or customs-clearance requests.
• Otherwise returned to India for a reason attributable to the customer.

A parcel that is lost, damaged or incorrectly handled by Brahmaki, the carrier or customs authorities is not automatically considered a customer-related unsuccessful delivery.

The customer is responsible for providing complete and accurate information when placing an order, including:

• Full name.
• Complete delivery address.
• Apartment, building, unit or access information where applicable.
• Correct postal code.
• Valid email address.
• Valid telephone number with the correct country code.
• Any identification or documentation reasonably required to complete customs clearance or delivery.

The customer is also responsible for remaining reasonably available and taking the necessary steps to receive the parcel. This includes:

• Monitoring the email address used for the order.
• Checking spam, junk, promotions and other filtered folders.
• Following the order updates sent by Brahmaki.
• Monitoring the tracking information after dispatch.
• Responding promptly to Brahmaki, the carrier or customs authorities.
• Cooperating with reasonable requests for identification or delivery information.
• Arranging redelivery when required.
• Collecting the parcel before the carrier's collection deadline.
• Informing Brahmaki promptly if any delivery problem arises.

DDP shipping and import charges

Direct shipments from India are intended to be sent DDP - Delivered Duty Paid. This means that Brahmaki is responsible for arranging and paying the applicable import duties, import taxes and ordinary customs-clearance charges connected with delivery to the agreed destination.

The customer should therefore not normally be required to pay import duties, import taxes, customs-clearance fees or ordinary carrier charges connected with import clearance.

In exceptional circumstances, a carrier or customs authority may still send a payment request directly to the customer. When this happens, the customer must:

1. Inform Brahmaki as soon as possible.
2. Send Brahmaki a copy or screenshot of the request.
3. Provide the tracking number and any relevant documentation.
4. Allow Brahmaki a reasonable opportunity to investigate and arrange payment.

Important: The customer should not pay any additional charges.

Brahmaki takes extensive measures to keep customers informed throughout the preparation and delivery of their orders.

Customers will typically receive several separate email updates as the order progresses through stages such as:

1. Cutting and preparation.
2. Tailoring and production.
3. Quality control and packing.
4. Dispatch from Brahmaki.
5. Tracking and delivery.

This means that a customer will normally receive approximately five separate communications during the order process. These updates are sent to the email address provided when the order was placed. Tracking information may also be communicated directly by the shipping carrier.

Delivery of emails cannot be guaranteed

Although Brahmaki sends continuous order updates, we cannot guarantee that every message will successfully reach or be noticed by the customer.

Emails may be delayed, rejected, blocked or filtered because of:

• Spam or junk-mail filters.
• Promotions or other automated inbox categories.
• Email-provider security settings.
• Full inboxes.
• Incorrectly entered email addresses.
• Corporate or institutional email filters.
• Temporary technical issues outside Brahmaki's control.

Customers are therefore responsible for checking that they are receiving communications from Brahmaki after placing an order. If a customer has not received an order confirmation or subsequent progress updates, they should contact Brahmaki promptly rather than waiting until after the expected delivery period.

Brahmaki may retain records showing when order updates, dispatch confirmations and tracking information were sent to the contact details supplied with the order.

Not seeing or receiving an automated email does not automatically remove the customer's responsibility to monitor the order, provided that Brahmaki sent the information to the contact details supplied by the customer and took reasonable steps to communicate.

SMS and WhatsApp communication

Brahmaki primarily communicates order progress and tracking information by email.

Brahmaki is implementing additional SMS and WhatsApp communication functions that may be used when we urgently need to reach a customer regarding a delivery. These channels are supplementary and may not yet be available for every order, customer or destination.

The customer must not rely on receiving an SMS or WhatsApp message and remains responsible for monitoring their email and tracking information.

Responsibility after dispatch

After an order has left Brahmaki's premises, successful delivery requires the customer's active cooperation. The customer is responsible for:

• Monitoring the tracking information.
• Remaining reachable through the contact details provided.
• Responding to delivery attempts.
• Responding to reasonable information requests.
• Arranging redelivery or collection when required.
• Informing Brahmaki promptly about delivery or customs-related problems.

This does not transfer responsibility to the customer for loss, damage or carrier-related errors where Brahmaki remains responsible under applicable law. The customer's responsibility after dispatch relates to monitoring, communication, availability and cooperation with delivery, rather than accepting responsibility for events outside the customer's control.

A shipment may be classified as a customer-related unsuccessful delivery when delivery cannot be completed for reasons including:

• The parcel was not collected before the carrier's deadline.
• The customer refused the parcel without a previously agreed cancellation or return arrangement.
• The customer remained unavailable after reasonable delivery attempts.
• The customer provided an incorrect or incomplete delivery address.
• The customer provided an incorrect or inaccessible email address.
• The customer provided an incorrect or unreachable telephone number.
• The customer did not respond within a reasonable time to Brahmaki, the carrier or customs authorities.
• The customer did not provide identification or information reasonably required to complete delivery or customs clearance.
• The customer did not arrange redelivery or collection after being instructed to do so.
• The customer did not promptly notify Brahmaki of a customs or delivery issue.
• The parcel was allowed to be returned without Brahmaki receiving a reasonable opportunity to assist.

Unexpected customs or duty requests

Applicable import duties, taxes and ordinary customs-clearance fees are intended to be prepaid or otherwise handled by Brahmaki through the DDP shipping arrangement. A request for payment from a carrier or customs authority is therefore expected to be an exception rather than the normal process.

Receiving such a request will not, by itself, make the delivery failure the customer's responsibility. However, the customer must notify Brahmaki promptly and allow us a reasonable opportunity to resolve or pay the charge.

If the customer does not inform Brahmaki, does not respond to the carrier, or allows the shipment to be returned without giving Brahmaki a reasonable opportunity to assist, the resulting return may be classified as a customer-related unsuccessful delivery.

A shipment will not be classified as customer-related where the customer notified Brahmaki promptly, provided the relevant documentation, reasonably cooperated with Brahmaki and the carrier, and the parcel was nevertheless returned because of a carrier, customs or DDP-processing error outside the customer's control.

When a direct-from-India shipment is not delivered or collected, the carrier may return it to Brahmaki in India.

Returning an international shipment to India is significantly more expensive than the original outbound delivery. Return freight can be considerably higher than outbound freight.

When an exported parcel re-enters India, additional costs may also arise, including:

• International return freight.
• Indian re-import duties or taxes.
• Customs-clearance and brokerage charges.
• Carrier administration charges.
• Storage or warehouse fees.
• Documentation fees.
• Local transportation charges.
• Other costs associated with recovering the returned parcel.

These are costs charged by carriers, customs authorities and other external parties. Brahmaki does not control the amounts imposed. The destination-country DDP arrangement covers the original delivery to the customer. It does not prevent Indian authorities or service providers from imposing separate charges when an undelivered parcel is returned to India.

When a direct-from-India parcel is returned because of a customer-related unsuccessful delivery, Brahmaki applies a standard USD 150 return recovery charge.

This charge is intended to contribute towards the costs arising from:

• Return transportation to India.
• Indian re-import duties and taxes.
• Customs clearance and brokerage.
• Carrier administration.
• Storage and warehouse handling.
• Processing of the returned international shipment.
• Other direct costs caused by the unsuccessful delivery.

The USD 150 charge is a cost-recovery charge and is not intended as a penalty.

Upon request, Brahmaki can provide available documentation showing the actual return freight, re-import, customs and related charges associated with the shipment.

Where mandatory consumer law requires the charge to be based on actual costs, or requires a lower recoverable amount, Brahmaki will adjust the charge accordingly.

Once the returned parcel has arrived and been processed in India, the customer may ask Brahmaki to send it again.

Reshipping is subject to:

• The product remaining available and in suitable condition.
• The parcel being legally and practically possible to resend.
• Confirmation of the customer's correct contact and delivery information.
• Payment of all applicable return recovery and reshipping amounts.

Before reshipment, the customer must pay:

1. The applicable USD 150 return recovery charge.
2. The cost of the new shipment from India to the customer.

The new shipment will also normally be sent DDP. Brahmaki will therefore arrange the applicable import duties, import taxes and ordinary customs-clearance charges for the replacement shipment.

The customer must confirm the following in writing before reshipment:

• Full name.
• Complete delivery address.
• Valid email address.
• Valid telephone number with country code.
• Any necessary access, apartment or delivery instructions.

Brahmaki is not required to resend the parcel until the applicable charges have been paid and the delivery information has been confirmed. The reshipping charge is separate from the USD 150 return recovery charge because the USD 150 charge relates to recovering the original undelivered parcel, while the reshipping charge covers the new delivery from India.

Failing to collect, receive or accept a parcel does not automatically constitute a properly communicated cancellation or exercise of a statutory right of withdrawal.

Customers wishing to cancel or withdraw from a purchase must contact Brahmaki clearly and follow the applicable Cancellation and Return Policy.

Where an uncollected order is treated as cancelled, any refund will be processed after:

• The parcel has been returned to Brahmaki.
• The return has been registered and inspected.
• The applicable costs and legal requirements have been assessed.

Where permitted by applicable law, Brahmaki may deduct the USD 150 return recovery charge, or the otherwise legally recoverable return costs, from the amount refunded.

The refund and withdrawal rules may also depend on:

• Whether the product is standard, made to order or personalised.
• Whether the customer clearly communicated a withdrawal.
• Brahmaki's published Cancellation and Return Policy.
• The law applicable to the customer's purchase.
• The costs Brahmaki is legally permitted to recover.

An ordinary statutory withdrawal must not be treated in exactly the same way as an unclaimed parcel caused by failure to cooperate with delivery. Any refund, deduction or recovery charge will be handled in accordance with applicable mandatory consumer law.

The return recovery charge will not apply where the unsuccessful delivery was caused solely by:

• Brahmaki entering an address incorrectly despite receiving the correct information.
• The carrier losing the parcel.
• Damage during transportation that prevents delivery.
• A carrier failing to make the agreed delivery attempt.
• An incorrect customs or duty request that the customer reported promptly.
• A DDP-processing problem that the customer reasonably cooperated in resolving.
• A documented customs or carrier error outside the customer's control.
• Another circumstance for which Brahmaki is responsible under applicable law.

Each case will be reviewed individually using the available tracking history, carrier records, order information, customer communications, customs documentation and records of emails and notifications sent by Brahmaki.

Brahmaki may also reduce or waive the charge in exceptional circumstances where we consider it reasonable and appropriate to do so.

Customers experiencing any problem with tracking, customs clearance, delivery attempts or collection should contact Brahmaki as soon as possible.

Early communication is important. In many cases, Brahmaki may be able to work with the carrier, arrange payment, correct information or prevent the parcel from being returned to India.

When contacting us, please provide:

• Order number.
• Full name.
• Tracking number.
• Description of the problem.
• Screenshots or copies of messages received from the carrier or customs authority.
• Any applicable deadline shown in the communication.

You can reach us at order@brahmaki.com

Nothing in this policy excludes, restricts or replaces mandatory consumer rights. Where any part of this policy conflicts with mandatory consumer law, the applicable law will take precedence.