BAGHPAT HOUSE EXPORTS PVT. LTD.

Premium Natural-Fibre & Leather Goods

RETURNS, REFUNDS & EXCHANGES POLICY

Effective Date:1st April 2026 Version: 1.0

1. Scope and Applicability

This policy governs all returns, refunds, and exchanges for products sold by Baghpat House Exports Pvt. Ltd. through its website (baghpathouse.com), third-party marketplaces any other direct-to-consumer or wholesale channel.

This policy applies to:

• Individual consumers purchasing for personal use (B2C)

• Wholesale and trade buyers placing orders under separate commercial terms, to the extent those terms incorporate this policy by reference

• Buyers located in any jurisdiction, with region-specific rights detailed in Section 3

Third-party marketplace 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 between this policy and the platform’s terms, the platform terms shall prevail for orders placed through that platform. Buyers should check the relevant platform’s policies.

2. Nature of Products

Baghpat House products are handcrafted from natural materials, including raffia, rattan cane, water hyacinth, palm leaf, bamboo, and leather. Each item is crafted by skilled artisans using traditional techniques.

Material Disclaimer: Subtle variations in texture, weave pattern, grain, colour, and finish are inherent to natural materials and artisanal processes. These variations are not defects and do not constitute grounds for a return or refund. This disclaimer is consistent with the Indian Consumer Protection Act, 2019, which recognises that defects must relate to quality, quantity, or performance standards, not to the natural properties of handcrafted goods.

3. Right of Withdrawal and Cooling-Off Period

3.1 European Union Customers

Under the EU Consumer Rights Directive (2011/83/EU), consumers located in the European Union have a statutory right to withdraw from a distance contract within 14 calendar days of receiving the goods, without providing any reason. This right cannot be waived or reduced by contract.

Key provisions:

• The withdrawal period begins the day after the buyer (or a third party designated by the buyer, other than the carrier) takes physical possession of the goods.

• For orders with multiple items delivered on different dates, the 14-day period begins on the day after the last item is received.

• If Baghpat House fails to inform the buyer of the right of withdrawal before the sale, the withdrawal period is automatically extended by 12 months.

• The buyer may use the Model Withdrawal Form appended to this policy (Annexure A) or any other clear, unambiguous statement.

Refund Obligation (EU): Upon valid withdrawal, Baghpat House will refund all payments received from the buyer, including the cost of standard delivery (but not supplementary delivery costs chosen by the buyer above the standard option), within 14 days of being informed of the withdrawal. We may withhold the refund until we have received the goods back or until the buyer provides proof of dispatch, whichever is earlier.

3.2 United Kingdom Customers

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the same 14-day cooling-off period as EU customers, on substantially identical terms. The Consumer Rights Act 2015 further protects UK buyers against faulty or misdescribed goods.

3.3 Indian Customers

Under the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, Indian consumers have the right to return products that are defective, deficient, spurious, or not as described on the website. Additionally, Baghpat House voluntarily extends a 14-day return window to domestic customers for non-defective goods, on the conditions set out in Section 5 below.

3.4 All Other Regions

For buyers outside the EU, UK, and India, a 14-day return window from the date of delivery applies, subject to the conditions in Section 5. Local consumer protection laws of the buyer’s jurisdiction may provide additional or different rights. Nothing in this policy is intended to restrict any mandatory statutory rights.

4. Exceptions to the Right of Withdrawal

The following categories of products are not eligible for return under any jurisdiction, including under the EU right of withdrawal (Article 16 of Directive 2011/83/EU):

• Made-to-order or customised products: Goods produced to the buyer’s specifications or clearly personalised.

• Sealed goods: Products that have been unsealed after delivery and cannot be returned for hygiene reasons (where applicable).

• Limited edition items: Products marked as limited edition at the time of purchase.

• Final sale items: Products explicitly marked as “Final Sale” or “Non-Returnable” at the point of sale.

• Used or altered items: Products returned in a used, damaged, or altered condition beyond what is necessary to inspect the nature, characteristics, and functioning of the product.

Note: EU and UK law permits the buyer to inspect goods in the same manner as they would in a physical store. Minor handling to check the product does not forfeit the right of withdrawal. However, a deduction may be applied if the value of the goods has diminished due to handling beyond what is necessary for inspection.

5. Return Conditions

To be eligible for a return under the voluntary return window (or to exercise the statutory right of withdrawal without deduction), the product must meet the following conditions:

1. The item must be unused, unworn, and in its original condition.

2. All tags, labels, packaging, dust bags, and inserts must be intact.

3. The product must be in a condition suitable for resale.

4. The item must be returned in its original packaging or equivalent protective packaging.

If these conditions are not met, Baghpat House reserves the right to refuse the return or apply a reasonable deduction from the refund amount, reflecting the diminished value of the goods. The buyer will be informed before any deduction is applied.

6. How to Request a Return

All returns must be pre-authorised. Returns sent without prior approval will not be accepted.

Step-by-step process:

1. Email info@baghpathouse.com within the applicable return period (14 days from delivery).

2. Include the following in your email: (a) Order number or invoice reference; (b) Reason for return (optional for EU/UK customers exercising the right of withdrawal; mandatory for defect claims); (c) Clear photographs of the product and, if claiming a defect, photographs of the packaging.

3. Await confirmation and a Return Merchandise Authorisation (RMA) number from our team.

4. Ship the product using a tracked and insured service to the address provided in the RMA confirmation.

7. Return Shipping and Costs

Standard returns (change of mind): The buyer is responsible for the direct cost of return shipping. Baghpat House recommends using a tracked and insured shipping service. We are not responsible for items lost or damaged during return transit.

Defective or incorrect items: Baghpat House will bear the cost of return shipping or arrange collection at no cost to the buyer.

International returns: Customs and duties: Any customs duties, import taxes, or brokerage fees incurred on the original or return shipment are the buyer’s responsibility and are non-refundable, except when the item was defective or incorrect.

8. GST and Tax Treatment on Returns

Baghpat House is registered under the Goods and Services Tax (GST) regime in India. All exports are treated as zero-rated supplies under Section 16 of the IGST Act, 2017.

Export returns and IGST: If goods exported with payment of IGST are returned by the overseas buyer after Baghpat House has claimed an IGST refund, the return will be treated as a re-import under applicable Customs regulations. Based on prevailing practitioner guidance (not yet tested by a definitive statutory ruling), a GST credit note under Section 34 of the CGST Act may not be available in such cases. The returned goods will instead be processed as a fresh import. Customs Notification No. 45/2017-Customs (dated 30 June 2017) provides for duty-free re-import of goods within 3 years of export, subject to reversal of all export benefits (IGST refund, duty drawback, RoDTEP credits). The Assistant/Deputy Commissioner of Customs must be satisfied that the goods are the same as those originally exported. Baghpat House will handle all such re-import formalities internally; the buyer is not required to manage Indian Customs processes.

Domestic returns (India): For domestic sales, a credit note will be issued in accordance with Section 34 of the CGST Act, 2017, and the applicable GST adjustment will be reflected in the next filing period.

Invoice and tax documentation: All return-related documentation, including credit notes and revised invoices, will be provided to the buyer for their records.

9. Refunds

Once the returned item is received at our facility and passes quality inspection:

• Refunds will be processed within 5–10 working days of approval. [Note: This is a business commitment. The E-Commerce Rules 2020 require prompt processing per RBI norms. EU law mandates refund within 14 days of withdrawal notification. Adjust this window based on your operational capacity, but do not exceed 14 days for EU/UK customers.]

• Refunds will be issued to the original payment method used at the time of purchase.

• Original outbound shipping charges are non-refundable, unless the return is due to a defect or an error on our part.

• For EU/UK customers exercising the statutory right of withdrawal, the cost of standard delivery will be included in the refund as required by law.

Currency: Refunds for international orders will be processed in the original transaction currency. Baghpat House is not responsible for exchange rate fluctuations between the date of purchase and the date of refund.

10. Exchanges

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

11. Damaged or Incorrect Items

If you receive a product that is damaged in transit or differs from what you ordered

• Notify us within 48 hours of delivery at info@baghpathouse.com.
• Provide clear photographs of the product, packaging, and any visible damage.
• Do not discard the packaging or the product until the claim is resolved.

Upon verification, Baghpat House will, at the buyer’s option, either:

• Arrange a replacement at no additional cost, or
• Issue a full refund, including applicable shipping charges.

Seller Liability: Under the Consumer Protection Act, 2019, the seller is liable for defective goods and for goods that do not match their description. Baghpat House acknowledges these obligations. Note: Chapter VI of the Act (product liability for harm caused by defective products) is part of the statute but is unlikely to apply to handcrafted bags, baskets, and home accessories. It is referenced here for completeness only.

12. Late Returns

Requests for returns after the 14-day period may be considered at Baghpat House’s sole discretion. If accepted, a refund may be issued as store credit rather than to the original payment method. This does not affect mandatory statutory rights under applicable consumer protection laws.

13. Wholesale and B2B Orders

Wholesale buyers are governed by the commercial terms in their individual purchase agreements. If those agreements are silent on returns, this policy applies in full. Statutory consumer protection rights (EU, UK, India) typically do not apply to B2B transactions; however, the Sale of Goods Act, 1930 (India) and relevant local commercial laws may apply.

14. Policy Misuse

Baghpat House reserves the right to refuse returns, issue partial refunds, or restrict future purchases in cases of:

• Repeated return of non-defective items suggesting misuse

• Evidence of used or worn items returned as unused

• Fraudulent claims of damage or non-delivery

Any such action will be communicated to the buyer with reasons and will be applied in a manner consistent with applicable consumer protection laws.

15. Dispute Resolution

Governing Law: This policy is governed by the laws of the Republic of India.

Jurisdiction: Subject to mandatory consumer protection laws that may grant jurisdiction to courts in the buyer’s country of residence, disputes shall be subject to the exclusive jurisdiction of the courts at Gurugram, Haryana, India.

EU/UK Alternative Dispute Resolution: EU consumers may use the European Commission’s Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr. UK consumers may contact Citizens Advice or use ADR schemes recognised by the Chartered Trading Standards Institute (CTSI).

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.

16. Data Protection

Personal data collected during the return process (name, address, order details, photographs) will be processed solely to administer the return and will not be used for marketing without the buyer’s consent. For EU/UK customers, processing is carried out in accordance with the General Data Protection Regulation (GDPR) and the UK Data Protection Act 2018. For Indian customers, data handling complies with the Information Technology Act, 2000. Additionally, the Digital Personal Data Protection Act, 2023 (DPDP Act) was notified on 14 November 2025, with rules taking effect in phases: the Data Protection Board was established immediately; consent manager provisions take effect in November 2026; and full substantive compliance obligations (including notice, consent, security safeguards, breach notification, and data principal rights) take effect on 13 May 2027. Baghpat House will align its data processing practices with each phase as it comes into force.

ANNEXURE A — MODEL WITHDRAWAL FORM

(As required under Article 11 and Annex I(B) of EU Directive 2011/83/EU)

Complete and return this form only if you wish to withdraw from the contract.

To: Baghpat House Exports Pvt. Ltd.  Email: info@baghpathouse.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

_______________________________________________

Ordered on (*) / Received on (*): ___________________________

Name of consumer(s): ___________________________

Address of consumer(s): ___________________________

Signature of consumer(s) (only if this form is notified on paper): ___________________________

Date: ___________________________

ANNEXURE B — LEGAL COMPLIANCE REFERENCE

This annexure is for internal reference and is not published on the website.