Refund, Return & Cancellation Policy

Cakelelo.com by Pingax Foods Pvt Ltd (PFPL)
Website: https://www.cakelelo.com
Effective Date: 10/07/2025

1. Overview

At Cakelelo.com by Pingax Foods Pvt Ltd (PFPL), we take pride in delivering fresh cakes, gifts, bouquets, and homemade chocolates with utmost care and quality.
This Refund, Return & Cancellation Policy outlines how we handle order cancellations, returns, and refunds for purchases made on Cakelelo.com or through our official channels.

By placing an order, you agree to the terms mentioned below.

2. Order Cancellation Policy

A. Cancellation by Customer

·        Orders can be cancelled within 5 minutes of placing them or before preparation begins, whichever is earlier.

·        Once the preparation or dispatch process starts, cancellation requests cannot be accepted.

·        Custom cake or personalized orders cannot be cancelled after confirmation since they are made to order.

·        To cancel an order, please contact us immediately at support@cakelelo.com or call +91-9898379547 with your order ID.

B. Cancellation by Cakelelo Foods Pvt Ltd

We may cancel orders under the following circumstances:

·        Product unavailability or technical issue

·        Invalid or incomplete delivery address

·        Fraudulent transactions or suspicious activity

·        Delivery location outside our current service areas

In such cases, the full amount will be refunded to the original payment method within 5–7 business days.

3. Return & Replacement Policy

Since our products are freshly prepared and perishable, returns are not accepted once the product has been delivered and accepted by the customer.
However, we will provide replacement or refund under the following conditions:

Eligible Scenarios for Replacement / Refund:

·        Product received is damaged or spoiled at the time of delivery.

·        Wrong item delivered (e.g., different cake flavor or weight).

·        Missing items in the order (e.g., add-ons like candles, toppers, or gifts).

·        Delivery made to the wrong address due to our error.

Conditions:

·        The issue must be reported within 2 hours of delivery via email at support@cakelelo.com with clear photos/videos of the product.

·        The product must be in the same condition as delivered (not consumed beyond one slice or portion).

·        We may request additional evidence before approving a refund or replacement.

4. Refund Policy

A. Eligible Refunds

·        Cancelled orders before preparation.

·        Orders cancelled by CFPL due to unavailability or service issues.

·        Approved refund requests due to product quality concerns verified by our support team.

B. Refund Mode & Timeline

·        Refunds will be processed to the original payment method used at checkout (Credit/Debit Card, UPI, Wallet, Net Banking, etc.).

·        It may take 5–7 business days for the amount to reflect, depending on your payment provider.

C. Non-Refundable Cases

·        Orders cancelled after preparation or dispatch.

·        Delays due to traffic, weather, or unforeseen conditions beyond our control.

·        Incorrect delivery address or recipient unavailability.

·        Complaints made beyond 2 hours after delivery.

5. Quality Assurance

All our products are prepared under FSSAI-certified hygiene standards.
Each cake, bouquet, and chocolate item is checked before dispatch.
If there are any concerns regarding product freshness or quality, please reach out immediately — we will resolve it promptly.

6. Contact for Refunds & Support

For all refund, return, or cancellation requests, please contact:

Cakelelo.com by Pingax Foods Pvt Ltd (PFPL)
📧 Email: support@cakelelo.com
📞 Phone: +91-9898379547
🏢 Address: A-104, Shreeji Icon, Pandit Dindayal Road, Kudasan, Gandhinagar – 382421, Gujarat, India

Support hours: 9:00 AM – 9:00 PM (IST), Monday to Sunday

7. Legal Compliance

This policy is framed in accordance with:

·        The Consumer Protection Act, 2019

·        The Consumer Protection (E-Commerce) Rules, 2020

·        The Food Safety and Standards Act (FSSAI)

All disputes shall be governed by the laws of India, with exclusive jurisdiction in the courts of Gandhinagar, Gujarat.

✅ By confirming your order on Cakelelo.com, you acknowledge that you have read, understood, and agree to this Refund, Return & Cancellation Policy.