Refund & Cancellation Policy

Last Updated: January 2026

1. Overview

At ZARO Bakehouse, we are committed to providing exceptional products and service. This policy outlines our refund and cancellation procedures for online orders, custom hampers, and in-store purchases.

2. Cancellation Policy

2.1 Standard Orders

• More than 24 hours before delivery: Full refund will be processed
• 12-24 hours before delivery: 75% refund will be processed
• Less than 12 hours before delivery: 50% refund will be processed
• After dispatch: No cancellation or refund available

2.2 Custom Hampers & Special Orders

• More than 72 hours before delivery: Full refund minus 10% processing fee
• 48-72 hours before delivery: 50% refund
• Less than 48 hours before delivery: No refund available

Note: Custom orders require advance notice and may involve deposits that are non-refundable if cancelled within 48 hours.

2.3 Bulk/Corporate Orders

Cancellation terms for bulk orders will be discussed and agreed upon at the time of booking. Generally, a minimum of 5-7 days notice is required for full refund eligibility.

3. Refund Policy

3.1 Refund Eligibility

You may be eligible for a refund in the following situations:

• Product delivered is significantly different from what was ordered
• Product is damaged or spoiled upon delivery (must be reported within 2 hours of delivery)
• Product was not delivered within the committed timeframe
• Wrong product delivered
• Order cancelled within the allowable cancellation window

3.2 Non-Refundable Situations

Refunds will NOT be provided in the following cases:

• Change of mind after accepting delivery
• Damage caused by improper storage after delivery
• Taste preferences or subjective quality issues (unless product is genuinely defective)
• Delay in delivery caused by incorrect address provided by customer
• Unavailability at delivery address during scheduled delivery time

3.3 Perishable Products

Due to the nature of baked goods and perishable items:

• All complaints must be raised within 2 hours of delivery with photographic evidence
• Products cannot be returned physically due to food safety regulations
• Refunds will be processed based on photographic evidence and our quality assessment

4. Refund Process

4.1 How to Request a Refund

1. Contact us immediately via WhatsApp (+91 98201 53592) or phone
2. Provide your order number and reason for refund request
3. Submit clear photographs of the product if claiming damage or defect
4. Our team will review your request within 24 hours

4.2 Refund Timeline

• Approval: Refund requests are reviewed within 24-48 hours
• Processing: Once approved, refunds are initiated within 2-3 business days
• Credit to Account: Depending on your bank/payment method:
  • Credit/Debit Cards: 5-7 business days
  • UPI/Net Banking: 3-5 business days
  • Wallets: 2-4 business days

4.3 Refund Method

Refunds will be credited to the original payment method used for the transaction. We do not provide cash refunds for online orders.

5. Replacement Policy

In case of damaged or incorrect products, we offer the following options:

• Replacement: Subject to product availability, we can arrange a replacement delivery (free of charge)
• Refund: If replacement is not feasible, a full refund will be processed
• Store Credit: We may offer store credit for use on future orders

6. Delivery Issues

6.1 Non-Delivery

If your order was not delivered:

• Contact us within 24 hours of the scheduled delivery time
• We will investigate with our delivery partner
• If confirmed non-delivered, we will offer re-delivery or full refund

6.2 Delayed Delivery

• Minor delays (less than 30 minutes): No compensation
• Significant delays (30 minutes to 2 hours): Partial refund or discount on next order
• Major delays (more than 2 hours): Full refund or free re-delivery

7. Quality Guarantee

We stand behind the quality of our products. If you receive a product that does not meet our quality standards:

• Report the issue within 2 hours of delivery with clear photographs
• Our quality team will assess the claim
• Genuine quality issues will result in full refund or replacement

8. Force Majeure

ZARO Bakehouse shall not be liable for delays or failure to deliver due to circumstances beyond our control, including but not limited to natural disasters, strikes, government restrictions, or pandemics. In such cases:

• We will notify you as soon as possible
• You may choose to wait for delivery or cancel for a full refund
• No additional compensation will be provided

9. Modification of Policy

ZARO Bakehouse reserves the right to modify this refund and cancellation policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services constitutes acceptance of the updated policy.

10. Dispute Resolution

In case of any disputes regarding refunds or cancellations:

1. First contact our customer service team to resolve the issue
2. If unresolved, you may escalate to our management team
3. Legal disputes shall be subject to the jurisdiction of Mumbai courts

11. Contact for Refunds

For refund and cancellation requests, please contact us:

• WhatsApp: +91 98201 53592 (Fastest response)
• Phone: +91 98201 53592
• Address: Shop No 10, Shiv Darshan, 33rd Road, Bandra West, Mumbai 400050

Customer Service Hours: Monday - Sunday, 8:00 AM - 9:00 PM

12. Important Notes

• Always inspect your order immediately upon delivery
• Keep your order confirmation and invoice for reference
• Take clear photographs if reporting any issues
• Refund requests submitted after 24 hours may not be entertained
• For custom orders, confirm all details before finalizing the order