1. Nature of Product
All our products are freshly baked and perishable food items. Due to the nature of cakes and customized bakery products, returns are generally not possible once the order is prepared or delivered.
2. Order Cancellation Policy
Cancellation Before Preparation
Orders can be cancelled:
- Within 1 hour of placing the order
- At least 24 hours before the scheduled delivery time
If cancelled within the allowed time, a full refund will be processed to the original payment method within 5–7 working days.
Cancellation After Preparation
Orders cannot be cancelled once:
- The cake preparation has started
- The cake has been dispatched for delivery
- Same-day delivery orders after confirmation
No refund will be applicable in such cases.
3. Refund Policy
Refunds are applicable only in the following cases:
✔ Eligible Refund Situations
- Wrong product delivered
- Completely damaged cake at the time of delivery
- Product not delivered due to our fault
- Major quality issue (must be reported immediately)
Important
To claim a refund:
- You must inform us within 2 hours of delivery
- Share clear photos of the product on WhatsApp or Email
- Keep the product unused for verification
Without photo proof, refund requests may not be accepted.
4. Non-Refundable Situations
Refunds will NOT be provided in the following cases:
- Minor design variations (handmade cakes may slightly differ from image)
- Taste preference complaints
- Wrong delivery address provided by customer
- Delivery delay due to traffic, weather, or unforeseen events
- Receiver not available at delivery location
- Customized cakes with approved designs
5. Same-Day & Midnight Delivery
For same-day and midnight delivery orders:
- Cancellation is not allowed once confirmed.
- Delivery time may vary slightly due to operational reasons.
No refund will be applicable for slight delivery timing differences.
6. Customized Cakes
Customized and personalized cakes are non-refundable once the design is approved and baking has started.
Please review all design details carefully before confirming your order.
7. Refund Processing Time
If your refund is approved:
- Refund will be processed to original payment method
- Processing time: 5–7 working days
- Bank processing time may vary
For UPI payments, refunds may reflect faster.
8. Order Modifications
Changes to flavor, message, or delivery time must be requested:
- At least 24 hours before delivery
We cannot guarantee changes after preparation has started.
9. Contact for Support
If you have any issue regarding your order, please contact us:
📞 Phone: +91 93697 81823
📧 Email: cakeonrackgmailcom
📍 Location: Gorakhpur, Uttar Pradesh
We are always happy to help and resolve genuine concerns.