If something goes wrong

Cupcakes are perishable and baked to order, so this policy is shorter and stricter than what you'd see for non-food goods. We have written it the way we'd want it explained to us.

Cancellation by you

• Before we start baking — you can cancel for a full refund. WhatsApp us at +91 72890 77289 with your order reference (format SHK-XXXXX) and "cancel". For online orders we typically begin baking shortly after payment is verified, so cancellation requests are time-sensitive.
• Once we have started baking — cancellation is no longer possible because the ingredients have been committed to your specific order. The order will be delivered on the agreed slot.
• Batch orders (24+ cupcakes) — cancellation up to 48 hours before the delivery slot is full refund; between 48 and 24 hours, a 50% cancellation charge applies because ingredients are pre-purchased; inside 24 hours no cancellation is possible.

Cancellation by us

We will issue a full refund within 5–7 business days if we cancel an order, for any reason — for example, an unexpected ingredient shortage, an issue on our end, your delivery address turning out to be outside our service area, or our inability to confirm your UPI payment. We will notify you on WhatsApp as soon as the decision is made.

Quality issues on delivery

If a cupcake is damaged, missing, or visibly defective on arrival, please tell us within 30 minutes of delivery on WhatsApp, with one or two clear photos of the issue. We will assess and offer one of:

• A replacement delivered the next available slot (preferred for damaged items).
• A refund for the affected items, processed within 5–7 business days.
• A credit against a future order, if you prefer to keep the order on file.

If you contact us more than 30 minutes after delivery, we may not be able to verify the issue and a refund may not be available. We appreciate your understanding — fresh bakes change quickly outside our packaging.

What we cannot refund

• Personal taste preferences (the cupcake is well made but you would have preferred a different flavour). We will happily help you choose differently next time.
• Cupcakes left at the doorstep on your instructions and damaged by weather, pets, or pickup delay.
• Orders where the delivery address turned out to be wrong or unreachable and the customer was not contactable on the WhatsApp number provided — see Delivery policy for our attempt-and-carry-back rule.
• Custom or batch orders that have already been baked to your specification.

How refunds reach you

Refunds are issued to the same UPI account you used to pay. We use the UTR you submitted to trace the original payment. Processing time is 5–7 business days from the date we initiate the refund; banks occasionally take longer and we will share the reverse-transaction UTR for your records.

Disputes

If you are not satisfied with how a refund or cancellation has been handled, please write to our Grievance Officer below. We aim to acknowledge within 2 working days and resolve within 7. If your concern remains unresolved, you may approach the consumer forum at your jurisdiction.

Grievance Officer

Last updated: May 2026