The short version
- Changed your mind? Cancel before we start baking and you get a full refund. After that we cannot refund, because the ingredients are bought and the bake is under way.
- Something wrong with your order? We remake it or refund it. Always.
1. Cancelling an order
Each item shows the notice it needs — between 18 and 60 hours. We buy ingredients and begin preparation against that schedule.
- More than 48 hours before your delivery slot: cancel for a full refund, no reason needed.
- Between 48 and 24 hours before: we refund 50%, because perishable ingredients have already been bought for your order specifically.
- Less than 24 hours before: we cannot refund. Your cake is being baked or is already made, and it cannot be sold to anyone else.
To cancel, email hello@butterleafbakehouse.com or call +91 94267 79599 with your order reference. The time we receive your message is what counts.
2. When we will always refund or remake
None of the time limits above apply to any of the following. If any of these happen, tell us and we will put it right:
- The order did not arrive, or arrived after the slot you chose without us having warned you.
- The item is damaged, spoiled, or not fit to eat.
- We sent the wrong flavour, wrong size, or missed part of the order.
- The item does not match what its product page described.
- We got an allergen declaration wrong.
You choose: a remake at the next available slot or a full refund. Where only part of an order is affected, we refund that part.
3. Telling us
Please contact us within 24 hours of delivery and send a photograph where you can. Baked goods without preservatives change quickly, and after a day it is genuinely difficult for either of us to tell a fault from ordinary staling.
We will not ask you to return a food item. Please do not eat anything you believe is unsafe.
4. What we cannot refund
Being straight with you about the limits:
- Not liking the flavour. Taste is subjective and the product pages describe each item honestly.
- Small differences from the photograph. Everything is decorated by hand and will vary. Substantive differences are covered by section 2.
- An incorrect address or an unreachable phone number. See our Delivery Policy.
- Items left unrefrigerated after delivery. Cream cakes need a fridge.
- A message or spelling you supplied incorrectly. We pipe exactly what you type at checkout.
5. How refunds are paid
Refunds go back to the original payment method through Razorpay — we cannot send them anywhere else. We initiate them within 2 working days of agreeing the refund. Your bank or card issuer then typically takes 5 to 7 working days, which is outside our control.
If a payment was taken but no order appeared, it is usually an authorisation that has not settled and reverses on its own within 5 to 7 working days. Contact us with the date and amount and we will trace it.
6. If we cancel
Occasionally we have to cancel — illness, a kitchen problem, or an ingredient we cannot source at the standard we want. If that happens we tell you as early as we can and refund you in full, whatever the notice period. We would rather refund than send something we are not happy with.
7. Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other law. The time limits in section 1 apply to cancelling a perfectly good order because you changed your mind. They do not, and cannot, apply to goods that are defective, unsafe or not as described.
If you are unhappy with how we have handled something, contact Setu at hello@butterleafbakehouse.com. You may also approach the National Consumer Helpline (1915) or your local consumer forum.