FAQ

SELLER IDENTITY

Baghpat House Exports Private Limited | CIN: U15121DL2024PTC433234 | GSTIN: 06AAMCB7066N1Z2 | IEC: AAMCB7066N | Udyam: UDYAM-DL-10-0072319 (Micro Enterprise — Manufacturing)

Registered Office: Unit No. 216, City Centre, Plot No. 05, Sector 12, Dwarka, South West Delhi, New Delhi 110075, India

Principal Place of Business: Khasra No. 508, Basai Village, Gurugram, Haryana 122006, India

Directors: Vishal Nain (DIN 10680541), Reena Nain (DIN 07201715) | Country of Origin: India

Email: support@baghpathouse.com | Website: baghpathouse.com

This information is provided in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the EU E-Commerce Directive 2000/31/EC.

ORDERS

Do I need an account to place an order?

You can place orders as a guest. However, creating an account gives you access to order tracking, reorder history, wishlist saving, and faster checkout on subsequent purchases. Trade and wholesale buyers are required to register to access wholesale pricing and terms.

Can I amend or cancel an order after it has been placed?

We begin production or packing shortly after an order is confirmed. Amendments or cancellations must be requested within 12 hours of placing the order by writing to support@baghpathouse.com with your order number.

We are unable to combine separate orders or add items to an order once confirmed. No cancellation charges are applied to the buyer unless Baghpat House bears equivalent charges when it cancels an order on its own initiative, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

EU and UK buyers: This cancellation window is separate from your statutory 14-day right of withdrawal, which begins on the day you receive the goods. See the Returns & Right of Withdrawal section below.

How do I track my order?

Once your order is dispatched, you will receive a confirmation email with a tracking number and a link to the courier’s tracking portal. International shipments typically take 10–20 business days to reach Europe. If you have not received tracking details within 3 business days of your order confirmation, please contact us at support@baghpathouse.com.

Are all items in stock, or are some made to order?

We carry a core inventory of our standard designs. However, many natural-fibre pieces — particularly Water Hyacinth baskets, Palm Leaf trays, and customised Leather goods — are handcrafted to order. Made-to-order items are clearly indicated on the product page with an estimated production lead time of 7–21 working days before dispatch.

The total price, including any applicable shipping charges and taxes, is displayed before you confirm your order.

PAYMENT

What payment methods do you accept?

We accept the following payment methods at checkout. Available options may vary depending on your delivery destination:

• Visa

• Mastercard

• American Express

• RuPay (India only)

• UPI (India only)

Wholesale and trade orders: Bank transfer (SWIFT/IBAN), Wise, and payments via Faire.com for verified platform buyers.

All online payments are processed through PCI DSS-compliant payment gateways. Baghpat House does not store your full card details on its servers. Only the last four digits are retained for account identification.

In which currency will I be charged?

Prices on baghpathouse.com are displayed in Euros (€). The price shown at checkout is the price you pay Baghpat House. Your card issuer or payment provider may apply a currency conversion fee or a different exchange rate when processing your payment. These charges are set by your bank and are outside our control.

Is my payment secure?

Yes. baghpathouse.com uses SSL (Secure Socket Layer) encryption. All transactions are processed through PCI DSS-compliant payment gateways. Your full card details are never transmitted to or stored on our servers. If your card issuer is based in the European Economic Area, you may be required to verify your payment under PSD2 (Payment Services Directive 2). For further details, refer to our Privacy Policy and Terms & Conditions.

Do your prices include VAT and customs duties?

All goods are shipped from India on a DAP (Delivered at Place) basis under Incoterms® 2020. Prices shown on baghpathouse.com are exclusive of import duties, VAT, and local taxes in the destination country. These charges are determined by your country’s customs authority and are your responsibility as the importer of record. We declare all shipments accurately at full value — we do not under-declare.

For Indian domestic orders, GST is included in the displayed price as required under the CGST/SGST/IGST Acts. A GST-compliant tax invoice is issued with every domestic order.

EU buyers importing natural-fibre goods from India may benefit from GSP (Generalised Scheme of Preferences) preferential tariff rates. We can provide a Certificate of Origin on request — write to support@baghpathouse.com.

DELIVERY & SHIPPING

Which countries do you ship to?

We ship worldwide, with regular logistics routes to Germany, France, the Netherlands, the United Kingdom, Italy, Spain, and the wider EU. For North America, the Middle East, and Australia, please contact us for freight options suited to your order volume.

What are the estimated delivery times?

Europe (EU & UK): 10–20 business days from dispatch.

Delivery estimates begin from the date of dispatch, not the date of order. Made-to-order items have an additional production lead time of 7–21 working days before dispatch. Delivery timelines are estimates and not guaranteed, though we make every effort to meet them.

Who handles customs, duties, and import taxes?

All orders are shipped from India. Import duties and local taxes in the destination country are the responsibility of the buyer. We declare shipments accurately on customs documentation and provide a full commercial invoice and packing list to support customs clearance.

For B2B wholesale orders, we supply all export documentation including Certificate of Origin, packing list, and commercial invoice as required under the Foreign Trade (Development & Regulation) Act, 1992.

What packaging do you use?

Standard packaging: Products are wrapped in tissue or natural kraft paper and packed in recyclable corrugated cardboard. We use minimal plastic.

Gift packaging: Available on request. Orders are packed in our signature kraft gift box tied with jute ribbon. A handwritten note can be included.

Wholesale orders: Export-grade cartons with appropriate void-fill and labelling. We can accommodate retailer-specific packaging or labelling requirements on request.

What should I do if my order arrives damaged?

Photograph the outer packaging and the damaged item before unpacking further. Send the images along with your order number to support@baghpathouse.com within 48 hours of delivery. Do not discard the packaging or the product until the claim is resolved.

Upon verification, Baghpat House will, at the buyer’s option, arrange a replacement at no additional cost or issue a full refund including applicable shipping charges. Under the Consumer Protection Act, 2019, the seller is liable for defective goods and goods not matching their description.

RETURNS & RIGHT OF WITHDRAWAL

What is your returns policy?

We offer a 14-day return window from the date of delivery for retail orders, provided items are unused, unaltered, and in their original condition with all tags and packaging intact. Return shipping costs are the buyer’s responsibility unless the item was received damaged or incorrectly dispatched.

Non-returnable items: Made-to-order or customised products, sealed goods that have been opened after delivery where return is not possible for hygiene reasons, items marked “Final Sale” at the point of purchase, and items returned in used, damaged, or altered condition beyond what is necessary to inspect the product.

What are my rights as an EU or UK consumer?

EU consumers: Under Directive 2011/83/EU (Consumer Rights Directive), you have a statutory right to withdraw from a distance contract within 14 days of receiving the goods, for any reason and without needing to give justification. The withdrawal period begins on the day you (or a third party indicated by you, other than the carrier) physically receive the goods.

UK consumers: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have an equivalent 14-day cooling-off period. Your rights under the Consumer Rights Act 2015 — including the 30-day short-term right to reject faulty goods — are unaffected.

To exercise your right of withdrawal, you must inform us of your decision by an unambiguous statement (for example, an email to support@baghpathouse.com). You may use the Model Withdrawal Form provided in our Returns, Refunds & Exchanges Policy, but this is not compulsory.

You may inspect the goods in the same manner as you would in a physical store. If the value of goods has diminished due to handling beyond what is necessary for inspection, a proportionate deduction may be applied to the refund.

How do I initiate a return?

All returns must be pre-authorised. Email support@baghpathouse.com within the applicable return period with: (a) your order number or invoice reference, (b) the reason for return, and (c) clear photographs of the product. Returns sent without prior authorisation will not be accepted.

EU/UK statutory withdrawal: A reason is not required. Any clear and unambiguous statement of withdrawal is sufficient.

When will I receive my refund?

EU and UK consumers exercising the statutory right of withdrawal: Under EU Directive 2011/83/EU (Article 13), refunds must be issued within 14 days of receiving your notification of withdrawal. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest. The refund will include the cost of standard outbound delivery. If you chose a delivery method more expensive than the standard option, we are not obliged to refund the additional cost.

All other customers: Refunds are processed within 5–10 working days of receiving and inspecting the returned item.

Refunds are issued to the original payment method in the original transaction currency. Baghpat House is not responsible for exchange rate fluctuations between the date of purchase and the date of refund.

Do you offer exchanges?

Baghpat House does not offer direct exchanges. To obtain a different product, please return the original item under this policy and place a new order separately. This ensures accurate inventory management, correct invoicing, and GST compliance.

What happens with returned export goods under Indian customs law?

Returned goods exported from India are processed as re-imports under Customs Notification No. 45/2017-Customs (dated 30 June 2017), which provides for duty-free re-import within 3 years of export, subject to reversal of any export benefits (IGST refund, duty drawback, RoDTEP credits). Baghpat House handles all re-import formalities internally; the buyer is not required to manage Indian customs processes.

WARRANTY & LEGAL GUARANTEE

Do your products come with a warranty?

All Baghpat House products are covered by an implied warranty of merchantability under Indian law (Sale of Goods Act, 1930) and the Consumer Protection Act, 2019. Products must conform to their description and be of satisfactory quality.

What is the legal guarantee of conformity for EU buyers?

EU consumers: Under EU Directives 2019/771 and 2019/770, you have a legal guarantee of conformity of at least two years from the date of delivery. The seller is liable for any lack of conformity that becomes apparent within two years of delivery. Any lack of conformity that becomes apparent within one year of delivery is presumed to have existed at the time of delivery unless proven otherwise.

If a product does not conform to the contract, you are entitled to have it brought into conformity through repair or replacement free of charge. If repair or replacement is impossible or disproportionate, you may be entitled to a price reduction or termination of the contract.

This legal guarantee exists independently of, and in addition to, any voluntary commercial guarantee.

What are my rights under UK consumer law?

Under the Consumer Rights Act 2015, you have a 30-day short-term right to reject goods that are faulty, not as described, or not fit for purpose, and receive a full refund. After 30 days and up to 6 months, you have the right to a repair or replacement; if this fails, you are entitled to a refund. These rights apply for up to 6 years from delivery (5 years in Scotland).

What about natural variations in handcrafted products?

Subtle variations in texture, weave pattern, grain, colour, and finish are inherent characteristics of natural materials and artisan processes. These variations are not defects and do not constitute grounds for a return, refund, or warranty claim. This disclaimer is consistent with the Indian Consumer Protection Act, 2019, which recognises that defects relate to quality, quantity, or performance standards — not to the natural properties of handcrafted goods. Product images represent the typical appearance.

PRODUCTS & MATERIALS

Where are your products made?

Country of origin: India. All Baghpat House products are handcrafted in India. Our natural-fibre goods — Raffia, Rattan Cane, Water Hyacinth, Palm Leaf, and Bamboo — are made by skilled artisans in traditional weaving communities. Our leather pieces are produced by craftsmen in established tannery regions using vegetable-tanned and full-grain leathers.

Are your leather products full-grain or split leather?

Our leather goods use full-grain and top-grain leather unless otherwise specified on the product page. We do not use bonded or split leather in our premium lines. Each product listing includes the leather type, finish, and origin. If you need technical specifications for a wholesale order, we can provide a material data sheet.

Do you offer custom designs or private label?

Yes. We work with select retailers and interior brands on custom colourways, dimensions, weave patterns, and private-label programmes. Minimum order quantities apply. Please email support@baghpathouse.com with your brief and target order volume to begin the conversation.

Are your product descriptions accurate?

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, all product listings include: an accurate description of the product, material composition, country of origin (India), dimensions, care instructions, and any applicable safety information. Product images represent the typical appearance of each item. We do not post misleading advertisements, fabricated reviews, or misrepresent product features.

WHOLESALE & TRADE

How do I apply for a wholesale or trade account?

We welcome applications from independent retailers, boutiques, interior designers, and hospitality buyers. Write to support@baghpathouse.com with your business name, website or store location, and a brief note on your buying interest. We also list our catalogue on Faire.com for verified European retailers.

Third-party platform terms: Where Baghpat House sells through third-party platforms (e.g., Faire.com), the platform’s own return and refund policies may apply in addition to or instead of this policy. In any conflict, the platform terms prevail for orders placed through that platform.

What are your minimum order quantities?

• Baskets & Storage — 12 pieces per style

• Bags & Totes — 6 pieces per style

• Leather Accessories — 6 pieces per style

• Lamps & Lighting — 4 pieces per style

Mixed-style orders are accepted as long as the category minimums are met. For first-time buyers, we offer a curated starter pack — speak to our trade team for details.

Do you exhibit at trade fairs?

Target trade shows include Maison & Objet (Paris), Top Drawer (London), and IHGF Delhi Fair. Subscribe to our trade newsletter to be notified of confirmed show dates, pop-up events, and showroom appointments. Buyers who wish to see samples ahead of an order can request a digital lookbook or, for larger accounts, a curated physical sample kit.

What payment terms do you offer wholesale buyers?

Standard terms are 50% deposit on order confirmation, 50% before dispatch. Established accounts with a trading history may be eligible for Net 30 terms. We accept bank transfer (SWIFT/IBAN), Wise, and payments via Faire.com for verified platform buyers.

All B2B payment terms are governed by the Indian Contract Act, 1872. Under the MSMED Act, 2006, domestic B2B buyers who fail to pay a Micro Enterprise within 45 days of acceptance are liable to compound interest at three times the bank rate.

CARE & MAINTENANCE

How do I clean and maintain my natural-fibre basket or bag?

Wipe with a slightly damp cloth to remove dust or surface dirt. Do not soak, machine wash, or expose to prolonged moisture. Allow to dry naturally away from direct heat or sunlight. To maintain shape, store stuffed with tissue or in a dust bag when not in use.

How do I care for my leather goods?

Wipe with a soft dry cloth after use. Condition with a quality leather balm every 3–6 months to maintain suppleness. Avoid prolonged exposure to water, direct sunlight, or heat. Store in the provided dust bag. Natural scuffs and patina that develop with use are a feature of full-grain leather, not a flaw.

Can Baghpat House products be used outdoors?

Our products are designed for indoor use and occasional outdoor use in dry conditions. Prolonged exposure to rain or direct UV will accelerate natural degradation of fibres. Our Bamboo Lamps are for indoor use only. Leather products should be kept away from rain and humidity.

SUSTAINABILITY & COMPLIANCE

What is Baghpat House’s approach to sustainability?

Sustainability is structural to what we make. Water Hyacinth, Raffia, Rattan, and Palm Leaf are fast-growing, naturally renewable materials that require no synthetic inputs in their cultivation. Our production relies on hand skills rather than energy-intensive machinery. We use water-based dyes where possible and are actively working to reduce single-use plastics from our export packaging.

We are pursuing third-party certification for fair-wage and artisan-welfare standards. We have published a Modern Slavery Statement on our website as part of our commitment to ethical labour practices. More details are available on our Craft & Responsibility page.

Are your products compliant with EU import regulations?

Our products comply with relevant EU regulations for natural-fibre and leather goods. We provide correct ITC(HS) / HS codes on all customs documentation in accordance with the DGFT Export Policy. For wholesale buyers requiring specific compliance documentation — REACH declarations, material safety data sheets, or country-of-origin certificates — please request these when placing your order.

EU Responsible Person (GPSR): In accordance with Regulation (EU) 2023/988 (General Product Safety Regulation), our authorised EU representative details will be published on our website and product labelling before the first consumer sale to an EU-based buyer. This is a mandatory requirement.

Do you comply with the EU Empowering Consumers Directive?

The Empowering Consumers for the Green Transition Directive (EU 2024/825) applies from 27 September 2026. Baghpat House is preparing for compliance with its requirements regarding substantiation of environmental claims, prohibition of generic green claims without evidence, and harmonised information on legal guarantee of conformity and commercial durability guarantees.

COMPLAINTS & DISPUTE RESOLUTION

Who is your Grievance Officer?

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer details are as follows:

Name: Reena Nain

Email: support@baghpathouse.com

Phone: +91-9999246300

Response time: All complaints are acknowledged within 48 hours and resolved within 30 days of receipt.

How do I make a complaint?

Email support@baghpathouse.com with your order number, a description of the issue, and any supporting evidence (photographs, correspondence). We will acknowledge your complaint within 48 hours with a trackable reference number and aim to resolve it within 30 days.

What if I am not satisfied with the resolution?

Indian consumers: Complaints may be filed with the District Consumer Disputes Redressal Commission, the State Consumer Disputes Redressal Commission, or the National Consumer Disputes Redressal Commission (NCDRC), as applicable under the Consumer Protection Act, 2019.

EU consumers: You may use the European Commission’s Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr for the resolution of consumer disputes.

UK consumers: You may contact Citizens Advice or use ADR schemes recognised by the Chartered Trading Standards Institute (CTSI).

All other buyers: Disputes arising from orders placed on baghpathouse.com are governed by Indian law and subject to arbitration in Gurugram, Haryana, India, under the Arbitration and Conciliation Act, 1996. For full details, refer to our Terms & Conditions.

How is my personal data handled during a complaint?

Personal data collected during the complaint or return process (name, address, order details, photographs) is processed solely for the purpose of administering the complaint or return and will not be used for marketing without your consent. For EU/UK customers, processing is carried out in accordance with the GDPR and the UK Data Protection Act 2018. For Indian customers, data handling complies with the Information Technology Act, 2000. Baghpat House is aligning its data processing practices with the Digital Personal Data Protection Act, 2023 (DPDP Act) as each phase comes into force.

Made by hand. Built to last.

Every piece from Baghpat House carries the mark of the artisan who made it. If you have a question not covered above — about provenance, materials, a specific product, or a custom brief — we would rather speak with you than leave it unanswered.

Write to us at support@baghpathouse.com or visit our Trade Enquiry page. We typically respond within one business day