Lollipop Cake Shop
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Customer Assurance & Policies

Refund & Cancellation Policy

Last Updated: October 2024 • Governing merchant: Lollipop The Cake Shop, Tiruchirappalli, Tamil Nadu

1. Policy Overview

At Lollipop The Cake Shop, we bake every single cake, French pastry, and dessert fresh to order with extreme care and hygiene. Because confectionery items and celebration cakes are perishable food goods with limited shelf lives, specific rules govern order modifications, cancellations, and refunds.

Please review this policy thoroughly before confirming and paying for your order. By placing an order through our website, you agree to these cancellation and refund terms.

2. Order Cancellation Windows

Cancellations are accepted based on the product category and how far in advance notice is provided before the scheduled delivery slot:

Standard Fresh & Bento Cakes

(Signature cakes, Korean bento, pastries, snack boxes)

  • Cancelled 4+ hours before delivery slot: 100% full refund initiated.
  • Cancelled within 4 hours of delivery: Non-refundable, as the sponge has already been baked, decorated, and packed for dispatch.
Customised, 3D & Wedding Cakes

(Bespoke studio orders, multi-tier wedding cakes, fondant figures)

  • Cancelled 24+ hours before delivery date: Full refund minus any non-reusable custom toppers already manufactured.
  • Cancelled within 24 hours of delivery: Non-refundable due to raw material and labor commitment.

To request a cancellation, call our direct support helpline immediately at +91 96558 88829 or WhatsApp +91 84893 24697 with your Order ID.

3. Perishable Goods & Physical Return Policy

Due to food safety and health regulations, we do not accept physical returns of cakes once accepted by the recipient. Once a food parcel has been handed over at the destination, it cannot be returned to our bakery inventory.

However, if there is a verified defect, damage, or discrepancy upon arrival, you are fully entitled to an immediate replacement or refund as detailed below.

4. Damaged, Defective, or Incorrect Deliveries

We take extreme care in packaging and temperature-controlled two-wheeler and four-wheeler transport. In the unlikely event that your cake arrives in an unsatisfactory condition, follow these steps:

  1. Inspect at Delivery: Please inspect the cake box and contents in the presence of the delivery courier or immediately upon handover.
  2. Report Within 2 Hours: Notify us within 2 hours of delivery by sending clear photographs/video of the cake and the packaging box via WhatsApp to +91 96558 88829 or email to [email protected] along with your Order ID.
  3. Eligible Situations:
    • Significant structural transit damage (e.g., cake collapsed or crushed).
    • Delivered completely wrong flavour or wrong product compared to order invoice.
    • Missing key customized elements explicitly confirmed in writing (e.g., wrong name piping).
  4. Resolution: Upon verification by our kitchen manager, we will offer:
    • An urgent express fresh remake delivered to your doorstep free of cost, OR
    • A 100% full refund processed back to your original payment account.
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5. Refund Mode & Razorpay Processing Timelines

Official Payment Gateway Settlement Timeline

All online payments are securely processed through the Razorpay Payment Gateway. In the event of an approved cancellation or refund:

  • Refund Initiation: Our team will initiate the refund on the Razorpay merchant dashboard within 24 to 48 hours of verification.
  • Credit to Original Source: All refunds are credited strictly back to the original payment method used while placing the order (UPI account, Debit/Credit Card, Net Banking, or Wallet). We do not issue cash refunds for online payments.
  • Timeline for Amount to Reflect:

    • UPI (GPay, PhonePe, Paytm, BHIM): Typically credited within 24 to 48 hours.

    • Credit / Debit Cards & Net Banking: Reflected in customer bank statement within 5 to 7 business days (excluding bank holidays and weekends), depending on the issuing bank’s clearance cycles.

6. Failed / Debited Transactions with No Order Placed

If money has been deducted from your bank account or UPI app, but you did not receive an order confirmation screen or Order ID due to network interruption or timeout:

  • This is typically an unsettled transaction held by the banking network. Razorpay’s automated reconciliation system automatically initiates an auto-refund within 24 hours.
  • The debited amount will be returned to your bank account automatically within 5 to 7 working days.
  • If you do not receive credit within 7 business days, share your bank transaction reference (UTR / Razorpay Payment ID) with us at [email protected] and our accounts team will coordinate directly with Razorpay support.

7. Non-Refundable Scenarios

Refunds will not be entertained in the following instances:

  • Incorrect, incomplete, or unserviceable address provided by the customer during checkout.
  • Recipient unavailable, door locked, or contact phone unreachable after 3 consecutive delivery attempts by the rider.
  • Recipient refuses to accept the cake delivery at the destination.
  • Cake melting or damage caused due to customer failing to refrigerate the cake after successful handover.
  • Subjective dissatisfaction regarding slight artistic color variations in handmade frosting.

8. Contact Us for Cancellations & Refund Assistance

For any questions regarding your order status, cancellation, or refund tracking:

Lollipop The Cake Shop — Customer Care

150, N Andar St, Tiruchirappalli, Tamil Nadu 620002

Phone: +91 96558 88829 / +91 84893 24697 / +91 73737 37810

WhatsApp Support: +91 96558 88829

Email: [email protected]

Support Hours: Monday to Sunday, 8:00 AM – 10:00 PM IST

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