RETURN / REPLACEMENT POLICY

6. RETURN / REPLACEMENT POLICY 6.1 No Ordinary Returns CakeToHome sells fresh and perishable food products. Accordingly, ordinary change-of-mind returns are not accepted. Customers cannot return a correctly fulfilled cake simply because they no longer require it or have changed their preferences. 6.2 Eligible Complaints Customers may raise complaints relating to: Incorrect products. Materially incorrect flavours or sizes. Damaged products. Missing products. Material deviations from confirmed customisation. Unsafe or spoiled food. Other genuine product defects. 6.3 Reporting Issues Customers should report visible damage or delivery discrepancies immediately, preferably within two hours of delivery. Food safety concerns must be reported as soon as discovered. The reporting period is intended to assist investigation and does not remove statutory rights. 6.4 Supporting Evidence Customers may be requested to provide: Order ID. Product photographs. Packaging photographs. Description of the issue. Delivery information. Relevant supporting documents. 6.5 Replacement Where a genuine complaint is established, CakeToHome may offer: Replacement. Corrected product. Partial refund. Full refund. Another appropriate remedy. The resolution will depend on the circumstances and applicable law. 6.6 Non-Eligible Requests Replacement will not ordinarily be provided for: Minor decorative variations. Minor differences in handmade finishing. Cakes that are not 100% identical to the photograph shown, because cakes are handcrafted, where the cake matches the confirmed specifications. Subjective preferences where the product matches the description. Incorrect instructions supplied by the customer. Damage, melting, collapse or spoilage caused by improper storage, handling or exposure to heat after delivery. Products consumed or substantially consumed before a complaint is raised, except in food safety cases. Complaints unsupported by reasonable evidence where evidence is reasonably requested. 6.7 Resolution Timeline CakeToHome will acknowledge genuine complaints promptly and aims to review them and communicate a resolution within a reasonable time. Where a replacement or corrected product is offered, it will be subject to operational feasibility and the customer's delivery availability. Where a refund is approved, it will be processed in line with Section 3.6 of this document. 6.8 Food Safety Complaints Any complaint involving suspected spoilage, contamination, foreign objects or an allergic reaction will be treated as a priority. Customers should stop consuming the product, retain the product and packaging where possible, and contact us immediately with photographs and order details. Customers experiencing health symptoms should seek medical attention without delay. 6.9 Contact Email: caketohomeoffice@gmail.com Phone: +91 81389 16888 WhatsApp: +91 81389 16888