Refund, Return & Cancellation Policy

Once an order has been successfully placed and confirmed, it generally cannot be cancelled or modified by the customer.

As products may be prepared specifically against an order, we may commence preparation shortly after the order is confirmed. Accordingly, cancellation or modification requests received after confirmation may not be accepted.

Where an order has already been prepared, packed, dispatched, or otherwise processed, cancellation or modification will generally not be permitted, except where required under applicable law or where GraceMor Foods LLP agrees otherwise at its discretion.

Payments for confirmed orders are generally non-refundable, particularly where the order has already been prepared, packed, dispatched, or delivered.

Refunds will generally not be available for circumstances including:

• Change of mind after placing an order;
• Incorrect preferences, customization details, or information provided by the customer;
• Incorrect, incomplete, or inaccurate delivery details;
• Customer unavailability or refusal to accept delivery;
• Failure to receive the order for reasons attributable to the customer;
• Delay caused by circumstances beyond our reasonable control;
• An order that has already been prepared, packed, or dispatched; or
• Any other circumstance where the order has been correctly prepared and supplied in accordance with the customer's order.

Nothing in this Policy is intended to restrict or exclude any rights or remedies available to a customer under applicable Indian law.

Due to the perishable and food-safety nature of bakery products, we generally do not accept physical returns of delivered food products.

This restriction does not affect a customer's rights in respect of products that are defective, damaged, unsafe, materially different from the product ordered, or otherwise subject to a remedy under applicable law.

Where a complaint is raised, GraceMor Foods LLP may request photographs, videos, order details, packaging information, or other reasonable evidence to assess the issue.

If a customer receives an incorrect, damaged, defective, unsafe, or materially different product, the customer should contact us as soon as reasonably possible and preferably within 2 hours of delivery.

The customer may be requested to provide:

• Order number and relevant order details;
• Clear photographs or videos of the product;
• Photographs of the packaging, where applicable; and
• A description of the issue.

GraceMor Foods LLP will review the complaint and, where the complaint is found to be genuine, determine an appropriate resolution in accordance with the circumstances and applicable law.

Depending on the circumstances, the resolution may include replacement, re-delivery, refund, partial refund, store credit, or another appropriate remedy.

GraceMor Foods LLP takes food quality and safety complaints seriously. Any complaint relating to food safety, contamination, spoilage, or other serious quality concerns will be reviewed and handled in accordance with applicable food-safety requirements and internal procedures.

Customers should not consume a product where they reasonably believe that it may be unsafe and should contact us promptly with the relevant order details and evidence.

Customers are responsible for providing accurate and complete information required to process and deliver an order, including the delivery address, contact details, customization requirements, and other relevant information.

Customers are also responsible for ensuring that someone is available to receive the order at the specified delivery location.

Where delivery fails because of incorrect or incomplete information, customer unavailability, refusal to accept the order, or another circumstance attributable to the customer, the order will generally not qualify for cancellation or refund.

Subject always to applicable Indian law, GraceMor Foods LLP reserves the right to assess each cancellation, refund, replacement, return, or complaint request on its individual facts and circumstances.

Where appropriate, GraceMor Foods LLP may, at its discretion, provide a:

• Full or partial refund;
• Replacement;
• Re-delivery;
• Store credit; or
• Other reasonable resolution.

Any goodwill resolution provided in an individual case shall not automatically create an obligation or precedent for future cases.

Where a refund is approved by GraceMor Foods LLP, it will generally be processed through the original payment method used for the order.

The time taken for the refund to appear in the customer's account may vary depending on the payment gateway, bank, card issuer, or other financial institution.

GraceMor Foods LLP shall not be responsible for delays attributable to third-party payment processors or financial institutions.

GraceMor Foods LLP shall not be responsible for delays, interruptions, or inability to fulfil an order caused by circumstances beyond our reasonable control, including natural disasters, severe weather, accidents, transport disruptions, government restrictions, strikes, technical failures, public emergencies, or other force majeure events.

Where appropriate, we may communicate with the customer and determine a reasonable alternative or resolution based on the circumstances.

This Policy shall be governed by and interpreted in accordance with the laws of India, including applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Food Safety and Standards Act, 2006, applicable FSSAI regulations, and other applicable laws and regulations.

Nothing in this Policy shall be interpreted as excluding, limiting, or waiving any statutory right or remedy that cannot lawfully be excluded or limited.

GraceMor Foods LLP may update or modify this Policy from time to time to reflect changes in our business practices or applicable laws and regulations.

The updated Policy will be published on this page and will apply from the date of publication, subject to applicable law.

By placing an order through our website, mobile application, or other authorized ordering channels, the customer confirms that they have read, understood, and agreed to this Refund, Return & Cancellation Policy.