Refund & Cancellation Policy

1Why We Don't Accept Returns

Cakes, cheesecakes, desserts and protein bars are food products. For hygiene and food-safety reasons, we cannot take back or resell them once they have left our kitchen, so we do not accept returns or exchanges for change of mind. This does not affect your right to a refund or replacement when there is a genuine problem with your order, as set out below.

2When You Can Get a Refund or Replacement

You can request a refund or replacement if:

• the product arrived damaged, crushed, leaking or spoiled;
• you received the wrong product, flavour or size;
• an item or part of your order is missing;
• the product has a quality problem — for example it smells or tastes off, has mould, or contains a foreign object; or
• we were unable to fulfil or deliver your order.

3What Isn't Covered

We are unable to offer a refund or replacement for:

• change of mind, or a product you simply did not enjoy because of personal taste;
• small differences that are normal for handmade products, such as slight variations in decoration, colour, shape or size of a cake or dessert;
• delivery that failed because the address or phone number was wrong, nobody was available to receive the order, or the recipient refused it;
• delay caused by the customer, or by events outside our control such as weather, strikes or traffic (we will always try to help where we can);
• damage or spoilage caused after delivery, such as products not refrigerated or kept as per the storage instructions;
• products that were mostly or fully consumed before a complaint is raised; or
• problems reported after the reporting window (see below).

4How to Report a Problem

1. Contact us on time: within 24 hours of delivery for cakes, cheesecakes and other fresh items, or within 48 hours of delivery for protein bars and other packaged items.
2. Share your order number and a short description of the problem. Email your-email@simbacksonsbakery.com or call +91 98765 43210.
3. Attach clear photos or a video showing the product, its packaging and the label (and the outer box for damaged items). Please keep the product and packaging until we confirm the outcome.
4. We'll review it and get back to you, usually within 1–2 working days.

5What We'll Do

Once we have verified your claim, we will, at our discretion and taking your preference into account where possible, offer one of the following:

• a replacement of the affected item, subject to availability and delivery feasibility;
• a full or partial refund for the affected item (and delivery charges where we were at fault); or
• a store credit or discount code for a future order, if you prefer.

6Refund Timelines

Approved refunds are sent to your original payment method within 5–7 business days of approval. After we release the refund, your bank, card issuer or wallet may take a few more days to show it in your account. For orders paid by cash on delivery (if offered), we will refund by bank transfer or UPI to details you share with us.

7Order Cancellations

• Before we start preparing your order: you can cancel for a full refund. Contact us as soon as possible.
• After preparation or dispatch has begun, and for all custom or personalised orders: the order cannot be cancelled, because the product is made specially for you and is perishable.
• If we cancel your order (for example because an item is unavailable, we cannot deliver to your PIN code, or there was a pricing error), you will receive a full refund.

8Failed or Double Payments

If money was deducted but your order did not go through, the amount is usually reversed automatically by your bank or payment provider within 5–7 business days. If you were charged twice, or the amount has not been reversed after that time, email us the payment reference or screenshot and we will look into it.

9Contact Us

Need help with an order? We're happy to help: