Refund & Return Policy
Effective Date: [EFFECTIVE DATE — November 1, 2026] · Studio Location: Trichy, Tamil Nadu
At CAKIESS, our pastry chefs handcraft every single cake with pure butter, single-origin chocolate, and fresh ingredients. Because our products are fresh, highly perishable culinary creations, standard return policies for manufactured dry goods do not apply. This Refund Policy establishes transparent, fair guidelines for situations where a refund or replacement is warranted.
1. Circumstances Eligible for a Full or Partial Refund
You may be entitled to a refund or replacement in the following verified circumstances:
The cake box or structural cake arrives collapsed, melted, or substantially crushed upon delivery. (Photographic verification required within 2 hours).
The studio delivers a cake materially differing in flavor, dietary requirement (e.g. eggless request omitted), or size from your confirmed invoice.
The studio is unable to deliver your order due to unforeseen kitchen closure, ingredient shortage, or operational impediment.
Your account is charged more than once for the same order due to a payment gateway timeout or duplicate submission.
2. Non-Refundable Scenarios
Due to health and food safety standards, refunds cannot be granted under the following circumstances:
- Post-Handover Ambient Spoilage: Cakes left unrefrigerated at ambient temperatures after confirmed 4-digit OTP handover.
- Incorrect Address Provided: Delivery failure resulting from inaccurate street address, incorrect pincode, or unreachable recipient phone.
- Subjective Palate Preference: Personal taste, sweetness sensitivity, or preference differences when the cake conforms to its published recipe.
- Spelling in Piped Inscriptions: Errors in customer-submitted messages or spelling that match the order form submitted at checkout.
- Late Claims: Complaints received later than 2 hours following verified delivery handover.
3. How to Submit a Claim (Within 2 Hours)
To request a review for damaged or incorrect deliveries:
- Capture Photographic Evidence: Take at least 2 clear, well-lit photographs showing the cake and the packaging from multiple angles immediately upon box opening.
- Transmit to Studio Care: Send your photographs along with your Order Number to our dedicated WhatsApp Care line at [SUPPORT PHONE — +91 98765 43210] or email to orders@cakiess.in within 2 hours of delivery.
- Evaluation & Resolution: Our head chef reviews the claim within 60 minutes. If validated, we offer an expedited fresh replacement or immediate refund initiation.
4. Razorpay Reversal Mechanism & Banking Timelines
When a refund is approved by our studio administration, the transaction is processed directly through our payment partner, Razorpay, back to your original source payment instrument:
You will receive an automated Razorpay Refund ID notification by SMS/Email once the reversal is initiated by CAKIESS.