Cakes are made fresh for you and cannot be resold. That shapes everything below — but if we get something wrong, we put it right.
Cancelling an order
| When you cancel | What happens |
|---|---|
| Before we start preparing it | Full refund |
| After preparation has started | No refund. Your order is already being baked or decorated for you. |
| Custom or personalised orders, once confirmed | The advance is not refundable. Design work and ingredient buying begin immediately. |
Your order page shows its current stage, so you can always see whether preparation has begun. To cancel, call +91 98183 29077 or message us on WhatsApp with your order number. Please do not rely on email for a time-sensitive cancellation.
What is not refundable
- Personalised items once made — anything with a name, a message or a photograph on it.
- Custom and designer cakes once production has begun.
- Orders that failed because we could not reach anyone at the delivery address.
- Difference in shade or finish. We hand-decorate; a cake will resemble its photograph closely but not identically.
When we will refund or replace
- The wrong item arrived.
- The cake arrived damaged.
- The cake was not fresh.
- The message or personalisation was wrong or missing.
- We failed to deliver within the slot you chose and you no longer need the order.
Tell us within 24 hours of delivery with photographs of the whole cake and of the problem. Please keep at least three-quarters of the item — we cannot assess a complaint about a cake that has been eaten.
How a refund reaches you
Approved refunds are sent back to the original payment method within 5 to 7 working days of approval. Your bank may take a further few days to show it. Cash-on-delivery orders are refunded by UPI or bank transfer to an account in the name of the person who placed the order.
Where a replacement is more useful than a refund, we will offer both and you choose.
Advance payments
Custom and bulk orders are confirmed with an advance. The balance falls due before dispatch. The advance secures your slot in the kitchen and is not refundable once the order is confirmed.
Raising a complaint
Write to cupncakeart@gmail.com with your order number, or WhatsApp +91 98183 29077. We reply within one working day and aim to close every complaint within three.
Last updated 11 October 2026. The CUPnCAKE Factory, GF-62, Eros City Square, Sector 49, Gurugram, Haryana 122018. Questions: cupncakeart@gmail.com or +91 98183 29077.