Lucious Cake — Return & Refund Policy

1. Scope

This policy applies to orders placed on luciouscake.com for delivery or pickup in Gurugram and nearby areas. It covers cancellations, refunds, and replacements for defective, incorrect or damaged products.

2. Perishable & Customized Items

3. When we can offer a refund or replacement

We will consider refund or replacement requests when:

• The item delivered is significantly different from the item ordered (wrong flavor, wrong product).
• The item is damaged during delivery (smashed, melted, contaminated).
• The product is spoiled or unsafe to eat (obvious signs of contamination, off smell or taste).
• An obvious missing item in multi-item orders (e.g. cake topper or accessory missing).

4. How to request a refund / replacement

1. Contact us within 6 hours of delivery for perishable items (we recommend sooner). For non-perishables, contact within 48 hours.
2. Email info@luciouscake.com or call/WhatsApp +91 9625961112. Provide your order id, delivery date, photos showing the issue and a brief description.
3. We may request additional photos or ask you to share the packaging photo and delivery timestamp.
4. We will assess the claim and respond within 24 hours during business hours.

5. Evidence required

To process your claim quickly, please provide:

• Order ID / invoice number
• Clear photos of the product (close-up + full product + packaging)
• Delivery address & time, and any other relevant details

6. Resolution options

• Replacement: If possible, we will offer a replacement product at no extra cost and arrange pickup/redispatch.
• Partial refund: If the product is partially damaged but still usable, we may offer a partial refund.
• Full refund: Granted in cases of incorrect item, severe damage or contamination. Refunds are issued to the original payment method where possible.

7. Refund processing time

Once approved, refunds will be processed within 5–10 business days depending on your payment provider:

• Cards/Netbanking: 5–10 business days (bank processing times vary)
• UPI/Wallets: 1–5 business days
• Cash on Delivery: Refund via bank transfer or store credit (as agreed)

8. Cancellations

Cancellations are subject to the following:

• Orders cancelled more than 48 hours before the scheduled delivery/pickup will be fully refunded (if pre-paid) or voided without charge (if COD).
• Orders cancelled within 48–12 hours of delivery may be subject to a cancellation fee (portion of cost covering ingredients & labour).
• Orders cancelled within 12 hours of delivery or after production has begun are generally non-refundable, but please contact us — we will review on a case-by-case basis.

9. Substitutions & out-of-stock

If a selected flavour or decoration is unavailable, we will contact you and propose an equivalent substitution. If you do not accept substitution, you may opt for a refund or store credit.

10. Chargebacks and disputes

If you initiate a chargeback with your bank or payment provider, we will review the evidence and respond. False or frivolous chargebacks may lead to disputes and withheld refunds until resolved.

11. Exceptions and non-refundable items

• Custom messages written on cakes that are delivered correctly are non-refundable for subjective dissatisfaction about design text.
• Minor cosmetic differences (shading, piping, edible decorations placement) from product photos are not valid reasons for refund if the product is otherwise correct and fresh.

12. Our contact & support

13. Frequently asked questions

What if my cake looks slightly different from the website photo?

We try to match photos closely — minor differences in decoration, colours or placement do not qualify for a refund if the order is otherwise correct and fresh.

How long do I have to report a problem?

Report perishable product issues within 6 hours of delivery; for non-perishable items report within 48 hours.

14. Legal

This policy is subject to applicable consumer protection laws in India. Nothing in this policy affects your statutory rights as a consumer.