This Refund & Cancellation Policy (“Policy”) applies to purchases from Bonafide Bakes (Bonafidebakes) made through our website, mobile application (where available), and direct order channels.
Where you place an order through third-party platforms (for example, Swiggy or Zomato), cancellation and refund processing may be governed by the platform’s policies. This Policy applies only to the extent it is operationally relevant and not inconsistent with the platform’s processes.
Because our products are primarily perishable and made-to-order, returns are generally not feasible on hygiene and safety grounds. This Policy describes the limited remedies available for genuine service deficiencies (for example, incorrect items, missing items, or damage/spoilage at the time of delivery/pickup), and the conditions under which cancellations may be accepted.
1. Customer Cancellations
1.1 Standard Cancellation Window (Default)
You may request cancellation up to 24 hours prior to the scheduled delivery or pickup time for a full refund of the amount paid, subject to any applicable third-party platform rules.
1.2 Late Cancellations
Cancellation requests made within 24 hours of the scheduled delivery or pickup time may be declined, as preparation may have commenced. If we accept a late cancellation as an exception, any refund (if any) may be reduced to account for actual costs incurred (including ingredients, labour, and committed logistics). Any such reduction will be communicated to you.
1.3 No Cancellation After Fulfilment
Orders cannot be cancelled after delivery or pickup handover. Any concerns after fulfilment are handled under Section 2 (“Issues at Delivery/Pickup”).
2. Issues at Delivery/Pickup
If you receive an item that is materially incorrect, contains missing items, or shows damage or spoilage attributable to transit or handling at the time of delivery, you must notify us as soon as reasonably possible, and preferably within the same day of delivery or pickup. We may request photos and/or video for verification.
Subject to verification and operational feasibility, we may offer one or more of the following remedies:
- Replacement (where feasible)
- Partial refund
- Full refund for the affected item(s)
We do not provide refunds for subjective taste preferences where the product matches the description and is fit for consumption. Minor handmade aesthetic variations do not constitute a defect.
3. No Returns of Perishable Goods
For hygiene and safety reasons, we generally do not accept physical returns of delivered food items. Where we request collection for investigation, it will be arranged by us at our discretion.
4. Refund Method and Timeline
Approved refunds are processed to the original payment method wherever possible. The timeline depends on the payment instrument and the relevant bank or payment processor. We aim to initiate approved refunds within 7–10 business days from approval. Delays by banks or payment gateways are outside our control.
5. Orders Cancelled by Us
We may cancel an order due to operational constraints (including unavailability, serviceability limitations, force majeure events, quality concerns, or suspected fraud). If we cancel before fulfilment, we will refund amounts received for the cancelled order, subject to third-party platform rules where applicable.
6. Multi-Channel Note (Aggregators)
For orders placed and paid through third-party platforms, refunds typically must be initiated and processed by that platform. We will reasonably cooperate with the platform’s support team in verifying facts where required.
7. Contact and Grievance Redressal
- Email: cravings@bonafidebakes.com (or bonafidebakes.co@gmail.com)
- Phone: +91 99009 55225
- Address: Hagadur Main Road, Whitefield, Bengaluru, Karnataka 560066, India
We will acknowledge grievances within 48 hours and aim to resolve them within 30 days.