REFUND POLICY
3. REFUND POLICY
3.1 General Policy
CakeToHome prepares fresh cakes and bakery products, including products made specifically for individual customer orders.
Due to the perishable nature of these products, preparation requirements and customisation, CakeToHome follows a strict no-change-of-mind refund policy.
Once an order is confirmed, customers cannot demand a refund simply because they no longer require the product.
3.2 Non-Refundable Situations
Refunds will not ordinarily be provided in the following situations:
Customer changes their mind.
Customer changes their event plans.
Customer orders the wrong product.
Customer selects the wrong flavour or size.
Customer submits incorrect spelling or personalisation instructions.
Customer provides an incorrect delivery address.
Recipient is unavailable.
Customer refuses an accurately fulfilled order.
Customer fails to collect or receive the order.
Customer dislikes the taste despite the product matching its description and agreed specifications.
Customer requests a refund after production has started.
Minor handmade variations occur without a material product discrepancy.
3.3 Exceptions
This policy does not exclude legally required remedies where:
CakeToHome fails to fulfil an accepted order.
The wrong product is delivered.
A material confirmed product specification is not met.
The product is demonstrably damaged before or during delivery.
The product is unsafe or materially defective.
A duplicate payment is collected.
A payment is collected without an order being fulfilled.
Another situation arises where a refund or other remedy is legally required.
Each complaint will be examined based on its circumstances.
3.4 Refund Request Procedure
Customers reporting a legitimate issue should provide:
Order ID.
Customer name.
Registered mobile number.
Description of the issue.
Photographs or videos, where relevant.
Payment transaction reference, where relevant.
3.5 Investigation
CakeToHome may review:
Order information.
Product preparation records.
Delivery records.
Customer photographs.
Packaging information.
Payment records.
Customer communications.
Additional information may be requested when reasonably necessary.
3.6 Refund Processing
Where a refund is approved or legally required:
It will ordinarily be processed through the original payment method.
Processing time may depend on the payment provider and banking institution.
The customer will receive available transaction or refund confirmation.
Applicable statutory refund requirements will be followed.
Store credit or replacement will not be imposed as a substitute for a refund that is legally due.
3.7 Duplicate Payments
Where duplicate payment is verified, the excess payment will be handled through the appropriate refund process.
3.8 Partial Refunds
Where only part of an order is affected, an appropriate proportionate remedy may be considered.
3.9 Contact
Email: caketohomeoffice@gmail.com
Phone: +91 81389 16888