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Made by hand.Made right, if it isn't.

Every piece is made in small batches, often just for you. Changed your mind? Send it back and get store credit. Damaged on the way to you? We make it right.

Last updated 4 November 2026
The short version

Four things to know.

Changed your mind?Send it back unused and get store credit for the full order value.How to return → Broken in transit? Full refundThe only case for a full refund: damage on the way to you.See when → Film before you openStart recording before the parcel is opened. No video, no claim.Video rules → 24 hours to cancelAfter that your order is packed and on its way to the courier.Cancellations →
What's covered

What happens if…

Full refundOr a free replacement, if you'd prefer. Only with an unboxing video recorded before opening.
Broken or damaged in transit
Replacement or store creditReported within 3 days of delivery, with your unboxing video.
Wrong item, colour or fragranceSomething missingA defect, like a wick that won't light
Store credit after returnYou send it back at your cost; credit is issued once it passes our quality check.
Changed your mindDoesn't suit your spaceNatural handmade variations
Not eligibleNo refund, replacement or store credit.
Lit, used or damaged by youCustom or personalised piecesMisuse or ignoring care instructionsNo video, or a video started after openingDamage reported after 24 hoursOther issues reported after 3 days
Making a claim

Sorted in four steps.

Start filming firstPress record before you touch the tape, with the sealed parcel and label in view.
Message us in 24 hoursCall or WhatsApp +91 96715 93006 with your order number and the full, unedited video. Wrong or missing items: within 3 days.
We check it in 1 working dayKeep the item, box and packing until we reply. If we need them back, pickup is on us.
We make it rightA full refund for transit damage; a replacement or store credit for the rest.

We encourage every customer to record an unboxing video, to avoid last-minute clashes. It's the only proof we can accept, and it protects you as much as us.

We film our side too. Every parcel is packed and sealed on camera before it leaves us, and you can watch that video on your order's tracking page. When we check a damage claim, we compare our packing video with your unboxing video.

How to film your unboxing

REC00:00

Sealed parcel firstHit record before touching the tape. Show all sides and read the shipping label on camera.

REC00:12

Open it on cameraKeep filming as you cut the tape and open the flaps. Don't stop or pause.

REC00:31

Take the piece outLift it out slowly in good light, keeping it in frame and in focus.

REC00:47

Show the damage up closeHold the camera steady on any crack or break before you move anything.

Please note

We can only judge a claim by what your video shows. Random, shaky, dark or unclear shots, videos that start after the parcel was opened, edited or cut videos, and photos sent on their own can't be accepted. If the video doesn't clearly prove the damage happened in transit, the claim is closed and no further investigation is carried out.

Photos or videos edited or created with AI, or altered in any other way, to falsely claim a refund will be treated as fraud and met with legal action.

Team BHOR

Returning a piece

Changed your mind? Send it back.

If a piece isn't right for you, return it to us and we'll give you store credit for the full amount you paid for your order.

Tell us firstCall or WhatsApp +91 96715 93006 within 3 days of delivery with your order number.
Pack it wellUnused, in its original packing, with all tags and parts. Fragile pieces need padding.
Ship it to usUsing any courier, at your own cost. Keep the tracking number.
Quality checkOnce it arrives undamaged and unused, we issue store credit for the order amount.
Return addressBHOR485/Sector-20, HUDA
Kaithal, Haryana 136027
+91 96715 93006

Pieces that arrive damaged, used or incomplete fail the quality check and are sent back to you. Return shipping isn't refunded, and returns get store credit, not money back. Custom and personalised pieces can't be returned.

Store credit

A coupon that works for you.

For returns and for wrong or missing items. Move your cursor over the mandala.

BHOR · Store creditFull valueof your order, to spend on anything in the shop
CODE SENT BY EMAIL
Valid 3 monthsfrom the day it's issued
Use it on anythingincluding Build a Box
One orderworth at least the credit; can't be split
Not cashand can't be combined with other codes
Cancellations

Free, for the first 24 hours.

After 24 hours we start packing your order and hand it to our courier, so it can't be cancelled.

0–24 hrs
Cancel for freeMessage us and get a full refund to the way you paid. No fee.
24 hrs +
Can't be cancelledYour order is being packed and shipped. Damage in transit is still covered.

If we ever have to cancel your order ourselves, you get a full refund automatically.

Refunds

Back to you in about a week.

For transit damage and orders cancelled within 24 hours. Refunds go back to the UPI, card or bank account you paid with.

Claim approvedwithin 1 working day
Refund startedsame or next working day
Processedby Razorpay to your payment method
In your accountusually 5–7 working days
Shipping

Packed by hand, tracked to your door.

5–14 days
Across IndiaDepending on your location, with a tracking link by email.
Free
On orders above ₹1,000Below that, a flat fee is shown at checkout before you pay.
Prepaid
No cash on deliveryPay by UPI, card or net banking, so fragile pieces travel safely.

Fragile pieces like Lippan mirrors and candles in glass are double-boxed and padded by hand. We ship with India Post Speed Post. Read the full shipping policy.

Questions

Good to know.

I opened the parcel before filming. Can I still claim?

Unfortunately not. Damage in transit can only be proven with a video that starts before the parcel is opened, so we can't accept claims without one.

I don't like the colour now that it's here. Can I return it?

Yes. Tell us within 3 days of delivery and send it back unused to our Kaithal address at your cost. Once it passes our quality check we give you store credit for the full order amount, to spend on anything in the shop.

Can I cancel after 24 hours?

No. By then your order is being packed and handed to the courier. If it arrives damaged, it's still covered.

My Lippan piece looks a little different from the photo.

Mirror placement, colours and textures vary in every handmade piece. If it's clearly a different design or colour from what you ordered, we'll treat it as a wrong item.

Can I return a gift I received?

Gifts follow the same rules. For damage in transit we send the replacement or credit straight to you; any refund goes to the person who paid.

Your rights and the fine print
  • Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
  • Complaints are acknowledged within 48 hours and resolved within a month. Our grievance officer's details are on the Terms & Authenticity page.
  • Still not happy? Contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file a complaint through e-Daakhil.
  • Seller: BHOR (sole proprietorship), 485/Sector-20, HUDA, Kaithal, Haryana 136027 · GSTIN 06AKNPB3729Q1ZP.

Something not right with your order?

Damaged in transit? Tell us within 24 hours of delivery, with your unboxing video. Anything else, within 3 days.

Call +91 96715 93006Track my order