Refund Policy

Last updated: 15 May 2026

Every bake that leaves our kitchen is made fresh, finished by hand and meant to reach you at its best. Because cakes and bakes are perishable, we follow a clear, fair policy for refunds — outlined below. If something isn’t right with your order, please tell us quickly so we can make it right.

1. Returns are not accepted

As all our products are perishable food items, we are unable to accept returns once an order has been delivered. Refunds are issued in the specific situations below.

2. When you are eligible for a refund

You are eligible for a refund (full or partial, at our reasonable discretion) if:

• You receive the wrong product — i.e. it materially differs from what you ordered (different flavour, different cake, different weight).
• The product arrives visibly damaged in transit — for example, the cake is crushed, the box is broken or the décor has come apart in a way that goes beyond normal handling.
• The product has a genuine quality issue — for example, it is stale, under-baked or has an off taste, supported by photographs.
• Your order was confirmed and paid for but we are unable to fulfil it (out of stock, beyond our delivery range, or any other operational reason on our side).
• A payment was deducted from your account but no order was confirmed due to a technical or gateway failure.

3. When a refund will not be issued

We will not be able to offer a refund in the following cases:

• You changed your mind after the order was confirmed and production had begun.
• You did not like the taste, sweetness level or texture, but the product is otherwise as described — baking is a matter of preference, and we do our best to describe each item accurately.
• The cake design varies slightly from the photograph — every cake is handcrafted and minor differences in piping, colour shade or décor placement are part of how each bake is unique.
• The delivery failed because the address was incorrect or incomplete, no one was available to receive the order, or the recipient refused to accept it.
• The product was tampered with, refrigerated incorrectly, or consumed in significant quantity before the issue was reported.
• Custom celebration cakes, photo cakes or theme cakes where the design, message and flavour were approved by you at the time of placing the order.

4. How to report an issue

Please raise any concern within 2 hours of delivery so we can investigate while the evidence is fresh. Email sendemail.crustandcrumble@gmail.com or WhatsApp +91 85208 52588 with:

• Your order number and the registered name on the order.
• A clear description of the issue.
• Clear, well-lit photographs of the product as received, including the packaging and any damaged area.
• For quality concerns, please do not dispose of the product until we have responded — we may need to inspect it.

5. How we resolve issues

Once your concern is reported, our team will review the details and respond within 1–2 working days. Depending on the situation, the resolution may be:

• A replacement of the product on a mutually agreed date, where feasible.
• A store credit against a future order.
• A refund to the original payment method, full or partial.

Our intent is always to find a fair resolution that matches the impact of the issue on your occasion.

6. Refund timelines

Once an eligible refund is approved, we initiate it with Razorpay on the same or next working day. The amount typically reflects back in your original payment account within 5 to 10 working days, depending on your bank or UPI provider. For failed payments where no order was confirmed, the amount is automatically reversed by your bank, usually within 5–7 working days.

7. Payment-gateway-related issues

All online payments are processed by Razorpay. If a payment is deducted from your account but you did not receive an order confirmation, please share the transaction reference with us. We will reconcile with Razorpay and ensure that any amount not credited to a successful order is refunded to you.

8. Cancellations

Order cancellation rules — including timelines, what is refundable when you cancel, and how cancellations work for custom celebration cakes — are covered separately in our Cancellation Policy. Refunds for any approved cancellation follow the same timelines as in Section 6.