1. Cancelling an order

You can cancel free of charge until the kitchen starts preparing your order: open the order in My orders and choose Cancel / Get help, or call or WhatsApp us on +91 99997 50009 with your order number. Once preparation has started, food is made fresh for you and the order can no longer be cancelled online.

• Custom and scheduled cakes: the same rule applies — cancel before we start making the cake, so as early as you can
• Scheduled orders: cancel any time before we start preparing them
• Unpaid online orders are cancelled automatically after 10 minutes; nothing is charged

2. If something is wrong

If an item is missing, damaged, spoiled or not what you ordered, contact us within 2 hours of delivery or pickup with your order number and a photo. For cakes, please check the order when you receive it. We will offer a replacement, a store credit or a refund, depending on the problem.

3. Refunds

Approved refunds go back to your original payment method. We initiate them within 2 working days of approval; your bank or payment provider usually credits the money within 5–7 working days after that. Cash payments are refunded in cash at the cafe or by UPI to the number on your order.

If we cancel your order, or you were charged twice or charged for an order that was not placed, we refund the full amount.

4. When refunds do not apply

Refunds are generally not available in these cases:

• Orders cancelled after preparation has started
• Wrong address given, or phone unreachable at delivery
• Change of mind or taste preference after the order is delivered
• Minor differences in look or decoration of handmade items

5. How to request a refund

Call or WhatsApp +91 99997 50009 or write to hello@crustobakers.com with your order number, what went wrong and a photo if relevant. You can also use the contact form on our website. We will confirm the outcome within 2 working days.