Shipping & Delivery Policy

This Shipping and Delivery Policy governs the processing, dispatch, transportation, and delivery of products purchased from RasaHaus, including bespoke furniture, lighting, mirrors, paintings, artwork, plants, planters, aromatics, and home décor.

RasaHaus endeavours to ensure that all orders are processed, packaged, and delivered with appropriate care, taking into consideration the nature, size, fragility, customisation requirements, and transportation needs of each product.

By placing an order, the customer acknowledges the applicable shipping and delivery terms set out below, subject always to mandatory consumer rights and applicable Indian law.

1. Shipping Locations

1.1. RasaHaus accepts orders for delivery within serviceable locations across India, subject to product availability, logistics coverage, and the feasibility of transporting the relevant product.

1.2. Delivery availability may vary depending on the product category, delivery address, dimensions, weight, fragility, and accessibility of the destination.

1.3. Certain products, including large furniture, bespoke lighting, mirrors, live plants, and fragile décor, may be restricted to selected cities or serviceable pin codes.

1.4. Orders for locations outside the standard delivery network may be accepted at the discretion of RasaHaus, subject to additional transportation charges, delivery timelines, and written confirmation.

1.5. International shipping shall not be available unless expressly confirmed in writing by RasaHaus.

2. Order Processing and Dispatch Timelines

2.1. Orders shall be processed only after successful payment, confirmation of the order, and receipt of all necessary customer approvals, specifications, measurements, and other information required for fulfilment.

2.2. The following are indicative processing and preparation timelines:

2.3. Ready-made mirrors and paintings shall be processed subject to stock availability, inspection, packaging, and dispatch arrangements.

2.4. Bespoke mirrors and commissioned artwork shall be treated as made-to-order products. Their production timelines shall commence only after receipt of the required advance payment and final written approval of drawings, dimensions, materials, finishes, artwork concepts, or other specifications, as applicable.

2.5. For bespoke furniture and lighting, the production timeline shall commence only after receipt of the required advance payment and final written approval of drawings, dimensions, materials, finishes, and specifications, as applicable.

2.6. Any delay in customer approvals, changes to specifications, outstanding payments, or information required for fulfilment may extend the original processing and dispatch timeline.

2.7. The above timelines are indicative and shall not constitute guaranteed dispatch dates unless expressly confirmed as such in writing.

2.8. Processing timelines exclude Sundays, public holidays, and periods during which production or dispatch is reasonably suspended due to circumstances beyond the control of RasaHaus.

2.9. RasaHaus reserves the right to dispatch an order in multiple consignments where products are manufactured, sourced, or prepared separately. Any additional shipping charges arising solely from such splitting shall be communicated to the customer in advance.

3. Estimated Delivery Timelines

3.1. Delivery timelines depend on the destination, product category, shipping method, availability of transportation, and the time required for handling and transit.

The following are indicative transit periods after dispatch:

3.2. The above transit periods apply to ready-made and bespoke products once dispatched. However, bespoke mirrors, commissioned artwork, oversized paintings, and fragile or unusually large products may require dedicated transportation, specialised packaging, or additional handling, which may extend the estimated transit period.

3.3. For bespoke mirrors, commissioned artwork, bespoke furniture, and bespoke lighting, the overall fulfilment period shall comprise the applicable production or preparation period under Section 2, followed by the estimated transit period under this section.

3.4. The estimated delivery date communicated in the order confirmation or dispatch communication shall be the applicable delivery estimate for the particular order.

3.5. RasaHaus shall make reasonable efforts to deliver orders within the communicated timeframe. Where a material delay becomes apparent, RasaHaus shall endeavour to inform the customer of the revised estimated delivery timeframe.

3.6. Delivery timelines may vary due to transportation availability, destination accessibility, weather conditions, seasonal demand, or other circumstances affecting the movement of goods.

4. Shipping Charges and Delivery Fees

4.1. Shipping charges shall be determined based on the product's dimensions, weight, quantity, packaging requirements, delivery destination, and logistics arrangements required.

4.2. Applicable shipping charges shall be communicated to the customer before order confirmation or payment, either through the website checkout, quotation, or written order confirmation.

4.3. Unless expressly stated otherwise, shipping charges are additional to the product price and shall be payable by the customer.

4.4. Free shipping, promotional delivery offers, or complimentary delivery shall apply only where expressly mentioned in the relevant offer, product listing, or order confirmation and shall be subject to the terms of that offer.

4.5. For bespoke furniture, oversized products, fragile items, bespoke mirrors, commissioned artwork, and orders requiring specialised transportation, shipping charges may be calculated separately and quoted before confirmation.

4.6. Any additional charge arising from a customer-requested change in delivery address, delivery method, or other delivery arrangement after order confirmation shall be communicated to the customer for approval before being incurred.

4.7. RasaHaus shall not impose undisclosed mandatory shipping or handling charges after an order has been confirmed, except for additional services or changes expressly requested or approved by the customer, or as otherwise permitted by applicable law.

5. Packaging and Handling

5.1. RasaHaus shall use packaging and handling methods reasonably appropriate to the nature, size, fragility, and transportation requirements of the products supplied.

5.2. Furniture, mirrors, lighting, artwork, ceramics, and other fragile or bulky items may require specialised packaging, protective materials, crating, or dedicated transportation.

5.3. Live plants shall be packed using methods reasonably intended to minimise transit stress and physical damage. Minor changes in foliage, appearance, or condition may occur during transportation due to the natural characteristics of living products.

5.4. Customers are advised to retain the original packaging and protective materials until the delivered product has been inspected for visible damage or discrepancies.

5.5. Special packaging, crating, or handling requirements requested by the customer may attract additional charges, which shall be communicated before the order is confirmed.

5.6. RasaHaus shall not be responsible for damage caused by customer-directed packaging, handling, or transportation arrangements that have not been approved by RasaHaus, except where liability cannot lawfully be excluded.

6. Delivery and Receipt of Orders

6.1. Delivery shall be made to the address provided by the customer and accepted by RasaHaus at the time of order confirmation.

6.2. The customer shall ensure that the delivery address, contact number, access instructions, and other information required for successful delivery are accurate and complete.

6.3. For large furniture, mirrors, lighting, artwork, and other bulky products, the customer shall ensure that the premises, access routes, staircases, lifts, doorways, and installation areas are reasonably suitable for the safe delivery of the product.

6.4. Unless expressly included in the quotation or order confirmation, standard delivery shall mean transportation to the agreed delivery address and shall not include:

• Carrying products to upper floors where additional manpower or equipment is required.

• Crane, hoist, lifting equipment, or specialised access arrangements.

• Unpacking, assembly, installation, electrical connection, or mounting.

• Civil, carpentry, electrical, plumbing, or other site preparation work.

• Removal or disposal of existing furniture, packaging, or other materials.

6.5. Where additional services are required, RasaHaus may arrange them subject to availability and separately agreed charges.

6.6. For deliveries requiring customer presence, the customer or an authorised representative shall be available to receive the order at the agreed delivery time.

6.7. Proof of delivery may include a delivery acknowledgement, electronic confirmation, transporter record, or other reasonable evidence of receipt.

6.8. For bespoke mirrors, artwork, furniture, and lighting, the customer shall ensure that any necessary site measurements, installation access, and preparation requirements have been completed before the scheduled delivery.

7. Failed Delivery, Customer Unavailability and Incorrect Addresses

7.1. If delivery cannot be completed because the customer or authorised recipient is unavailable, the address is incorrect or incomplete, access is restricted, or the customer refuses to receive the product without a valid reason, RasaHaus or its logistics partner may attempt to reschedule delivery.

7.2. Any additional transportation, storage, redelivery, or handling charges resulting from a customer-attributable failed delivery may be charged to the customer, provided such charges are reasonable, documented, and communicated before being incurred.

7.3. If the customer requests a change of delivery address after dispatch, the request shall be subject to the logistics provider's approval, serviceability, and any applicable additional charges.

7.4. RasaHaus shall not be responsible for delays or failed delivery directly attributable to inaccurate customer-provided information, restricted access, or the customer's failure to make reasonable arrangements for receipt.

7.5. Where an order remains undelivered due to customer-attributable circumstances, RasaHaus shall contact the customer to determine the next steps. Any cancellation, return, refund, or storage charges shall be subject to the applicable order terms and consumer protection laws.

7.6. Products shall not be deemed abandoned solely because a delivery attempt has failed. RasaHaus shall make reasonable efforts to contact the customer and communicate the available delivery or resolution options.

8. Inspection, Transit Damage and Shortages

8.1. Customers are advised to inspect the outer packaging and delivered products promptly upon receipt.

8.2. Any visible transit damage, breakage, shortage, incorrect product, or material discrepancy should be reported to RasaHaus as soon as reasonably practicable, preferably within 48 hours of delivery.

8.3. Reports should include the order number, a description of the issue, and clear photographs or videos of the product, packaging, and affected areas.

8.4. For live plants, transit damage or incorrect delivery must be reported within the 48-hour reporting period specified in the RasaHaus Warranty Policy.

8.5. Where reasonably possible, customers should record visible damage on the delivery acknowledgement or transporter receipt before signing for the consignment.

8.6. Failure to report an issue within the recommended reporting period may affect RasaHaus's ability to verify the cause of the damage or pursue a claim with the logistics provider. However, such failure shall not automatically extinguish any statutory consumer rights or remedies available to the customer.

8.7. Where transit damage, incorrect delivery, or a shortage is verified, RasaHaus shall assess the matter and provide an appropriate remedy in accordance with its Return and Refund Policy, Warranty Policy, and applicable law.

8.8. For fragile products such as mirrors, paintings, artwork, and decorative items, customers are advised to retain the packaging and refrain from attempting repairs or modifications before the claim has been assessed.

9. Delays and Circumstances Beyond Control

9.1. Delivery and dispatch may be affected by circumstances beyond the reasonable control of RasaHaus, including:

(a) Natural disasters, floods, cyclones, earthquakes, or other severe weather events.

(b) Government restrictions, regulatory orders, curfews, or transport restrictions.

(c) Strikes, transportation disruptions, road closures, or logistics network interruptions.

(d) Public emergencies, civil disturbances, or other events affecting the safe movement of goods.

(e) Unexpected supplier, material, or production disruptions affecting bespoke or made-to-order products.

9.2. Where such circumstances affect an order, RasaHaus shall make reasonable efforts to inform the customer and communicate a revised estimated delivery timeframe.

9.3. If a delay becomes substantial, the customer may contact RasaHaus to discuss available options, including revised delivery arrangements or cancellation and refund where applicable under the order terms or law.

9.4. Nothing in this section shall excuse RasaHaus from any mandatory statutory obligation or permit indefinite postponement of delivery without an appropriate remedy where required under applicable law.

10. Order Cancellation and Shipping-Related Refunds

10.1. Orders may be cancelled before dispatch, subject to the applicable cancellation and refund terms.

10.2. Bespoke and made-to-order products, including bespoke mirrors, commissioned paintings, furniture, and lighting, may be subject to specific cancellation terms once production or procurement has commenced, as communicated in the quotation or order confirmation.

10.3. Any cancellation charges applicable to bespoke or made-to-order products shall be limited to amounts lawfully recoverable and shall not override mandatory consumer rights.

10.4. Where an order is cancelled by RasaHaus because the product cannot be supplied or delivered, any amount paid for the undelivered product, including shipping charges collected for that delivery, shall be refunded in accordance with applicable law.

10.5. Where an order is cancelled at the customer's request after dispatch, shipping, return transportation, or other reasonable costs may be deducted only where permitted under the applicable cancellation terms and law, and where such costs have been appropriately disclosed.

10.6. Where a product is returned, replaced, or refunded due to verified damage, defect, incorrect delivery, or another circumstance attributable to RasaHaus, the allocation of shipping and return transportation costs shall be determined in accordance with applicable law and the RasaHaus Return and Refund Policy.

10.7. Refunds, where approved, shall be processed through the original payment method or another mutually agreed lawful method within the applicable statutory or communicated processing period.

11. Contact and Customer Support

For shipping, delivery, tracking, or transit-related queries, customers may contact RasaHaus through the official contact details published on its website.

Please include the order number, registered contact details, and a brief description of the query to enable timely assistance.

12. General Conditions

12.1. This policy shall be read together with the applicable product listing, quotation, invoice, order confirmation, Return and Refund Policy, and Warranty Policy.

12.2. Where specific delivery terms have been expressly agreed in writing for a particular order, those terms shall apply to the extent they do not conflict with mandatory applicable law.

12.3. RasaHaus reserves the right to amend this policy prospectively. Any amendment shall not adversely affect confirmed orders without the customer's consent or otherwise as permitted by applicable law.

12.4. This policy shall be governed by the laws of India, including the Consumer Protection Act, 2019, and applicable rules and regulations.

12.5. Nothing in this policy shall restrict a consumer's statutory right to approach a competent consumer dispute redressal commission or other appropriate authority.