Last Updated: October 2026 • Clear standards on order modifications, cancellations, and store credit.
At Puffs N Cakes, our bakes are handcrafted fresh daily to order. We strive for total delight with every bite. This Cancellation & Refund Policy outlines our guidelines regarding order modifications, eligible refunds, and PNC Coins store credit.
1. Perishable Goods Nature & No-Return Standard
Statutory food safety and hygiene regulations:
Freshly baked celebration cakes, pastries, dry cakes, breads, and savories are perishable food products prepared specifically for your order.
In accordance with FSSAI (Food Safety and Standards Authority of India) norms, food products once delivered and accepted cannot be physically returned, exchanged, or restocked.
2. Cancellation Windows & Discretionary Approvals
Cancellation eligibility depends on product complexity and preparation phase:
Standard Cakes & Counter Items: Free cancellation is permitted if requested before kitchen preparation begins (within 15–30 minutes of placing the order, or at least 4 hours before the scheduled hourly delivery slot). Once an order enters baking or icing, cancellation is not possible.
Custom & Designer Orders (Bakery Discretion): Due to the inherent complexity, bespoke design sourcing, and advance structural work involved, the cancellation of custom orders is strictly at our sole discretion. If handcrafted fondant figurines, personalized toppers, or dedicated sponge batches have already been prepared, cancellation requests cannot be approved.
Dispatched Orders: Orders that are already "Out for Delivery" or "En Route" cannot be cancelled or modified.
3. Eligible Grounds for Replacement or Refund
We will gladly issue a replacement or refund under the following verified conditions:
Transit Damage: The cake arrives crushed, dropped, or severely disfigured during transit.
Incorrect Item / Flavour: You received a different flavor, size/weight, or core design than confirmed on your order ticket.
Inscription Error: A personalized birthday/anniversary message was misspelled or missing due to bakery error.
Reporting Requirement: Transit damage or discrepancies must be reported with clear photographs within 1 hour of delivery via WhatsApp (+91 87450 48745) or via our Support Desk.
4. Refund Method — PNC Coins & Timelines
How refunds and store credits are disbursed:
Primary Settlement via PNC Coins: Approved refunds will primarily be made in terms of store credit — PNC Coins — credited directly to your account wallet. PNC Coins reflect instantly, never expire, and can be redeemed seamlessly on any future order.
Original Payment Source (Special Exception): In exceptional cases where a refund to the original payment method is approved, the transaction is initiated via our payment gateway within 24–48 hours. Funds reflect in your bank account / card in 5 to 7 business days depending on your bank.
Cash on Delivery (COD) Orders: Refunds for COD orders are disbursed strictly as instant PNC Coins to your account wallet.
5. Grievance Redressal & Help Desk
For any concerns regarding an order, cancellation, or refund, our support team is available from 11:00 AM to 8:00 PM daily:
Help Desk Ticket: Submit a ticket via Support Desk
Last Updated: October 2026 • Clear standards on order modifications, cancellations, and store credit.
At Puffs N Cakes, our bakes are handcrafted fresh daily to order. We strive for total delight with every bite. This Cancellation & Refund Policy outlines our guidelines regarding order modifications, eligible refunds, and PNC Coins store credit.
1. Perishable Goods Nature & No-Return Standard
Statutory food safety and hygiene regulations:
Freshly baked celebration cakes, pastries, dry cakes, breads, and savories are perishable food products prepared specifically for your order.
In accordance with FSSAI (Food Safety and Standards Authority of India) norms, food products once delivered and accepted cannot be physically returned, exchanged, or restocked.
2. Cancellation Windows & Discretionary Approvals
Cancellation eligibility depends on product complexity and preparation phase:
Standard Cakes & Counter Items: Free cancellation is permitted if requested before kitchen preparation begins (within 15–30 minutes of placing the order, or at least 4 hours before the scheduled hourly delivery slot). Once an order enters baking or icing, cancellation is not possible.
Custom & Designer Orders (Bakery Discretion): Due to the inherent complexity, bespoke design sourcing, and advance structural work involved, the cancellation of custom orders is strictly at our sole discretion. If handcrafted fondant figurines, personalized toppers, or dedicated sponge batches have already been prepared, cancellation requests cannot be approved.
Dispatched Orders: Orders that are already "Out for Delivery" or "En Route" cannot be cancelled or modified.
3. Eligible Grounds for Replacement or Refund
We will gladly issue a replacement or refund under the following verified conditions:
Transit Damage: The cake arrives crushed, dropped, or severely disfigured during transit.
Incorrect Item / Flavour: You received a different flavor, size/weight, or core design than confirmed on your order ticket.
Inscription Error: A personalized birthday/anniversary message was misspelled or missing due to bakery error.
Reporting Requirement: Transit damage or discrepancies must be reported with clear photographs within 1 hour of delivery via WhatsApp (+91 87450 48745) or via our Support Desk.
4. Refund Method — PNC Coins & Timelines
How refunds and store credits are disbursed:
Primary Settlement via PNC Coins: Approved refunds will primarily be made in terms of store credit — PNC Coins — credited directly to your account wallet. PNC Coins reflect instantly, never expire, and can be redeemed seamlessly on any future order.
Original Payment Source (Special Exception): In exceptional cases where a refund to the original payment method is approved, the transaction is initiated via our payment gateway within 24–48 hours. Funds reflect in your bank account / card in 5 to 7 business days depending on your bank.
Cash on Delivery (COD) Orders: Refunds for COD orders are disbursed strictly as instant PNC Coins to your account wallet.
5. Grievance Redressal & Help Desk
For any concerns regarding an order, cancellation, or refund, our support team is available from 11:00 AM to 8:00 PM daily:
Help Desk Ticket: Submit a ticket via Support Desk
