Replacement & Quality Guarantee Policy
Cakelelo.com by Pingax Foods Pvt Ltd (PFPL)
Website: https://www.cakelelo.com
Effective Date: 10/07/2025
1. Our Commitment to Quality
At Cakelelo.com by Pingax Foods Pvt Ltd (PFPL), we take great pride in delivering freshly baked cakes, beautiful flowers, curated gifts, and handmade chocolates with exceptional quality and care.
Every product is prepared under strict hygiene, FSSAI-compliant standards, and inspected before dispatch.
However, if you receive a damaged, spoiled, or incorrect item, we’re here to make it right through our Replacement & Quality Guarantee Policy.
2. Eligibility for Replacement or Re-delivery
You are eligible for a free replacement, re-delivery, or store credit if:
· The product delivered is damaged, spoiled, or melted at the time of receipt.
· The item delivered is incorrect or not as per your confirmed order.
· The product has missing components or decorations clearly different from the display image.
· The item received is stale, unhygienic, or unfit for consumption as per FSSAI standards.
⚠️ Note: Issues due to recipient unavailability, wrong address, or delayed collection are not covered under this policy.
3. Reporting a Quality Issue
To initiate a replacement claim, please follow these steps:
1. Contact us within 30 minutes of delivery via:
o WhatsApp / Call: 📞 +91-9898379547
o Email: ✉️ support@cakelelo.com
2. Provide:
o Order ID / Invoice number
o Photo / video evidence of the product (top, sides, and packaging)
o Description of the issue (e.g., melted frosting, broken cake, wrong flavor, etc.)
3. Once verified, our support team will arrange:
o Replacement (fresh product re-delivered within 2–6 hours), or
o Store credit / coupon for your next order, or
o Refund via the original payment method (in applicable cases)
4. Non-Replacement Situations
A replacement or refund will not be applicable if:
· The product was accepted by someone else at the address without complaint.
· Damage occurred after delivery due to improper handling, refrigeration, or delay in consumption.
· The issue relates to personal taste preference (e.g., sweetness, design variation).
· The product was a customized order (e.g., photo cake, printed message) and was correctly made as per user input.
· There is no valid photo/video proof provided within the complaint window.
5. Replacement Timelines
· Same-city replacements (Gandhinagar/Ahmedabad): within 2–6 hours of issue confirmation.
· Outstation replacements (Shiprocket deliveries): within 3–5 working days or through store credit.
· If the replacement is not feasible due to stock or time constraints, an equivalent refund or coupon will be issued.
6. Quality Guarantee Terms
· All cakes, desserts, and chocolates are made using premium ingredients and delivered freshly baked.
· Products are prepared in FSSAI-registered kitchens under hygienic conditions.
· Delivery staff are trained to handle fragile, perishable items with care.
· Temperature-controlled packaging is used for long-distance deliveries.
Cakelelo guarantees that every order leaving our kitchen meets strict freshness, hygiene, and aesthetic standards.
7. Inspection at Delivery
· Customers are encouraged to inspect the product at the time of delivery.
· If any issue is observed (damage, wrong flavor, poor decoration), please refuse delivery and inform our team immediately.
· Once accepted without comment, claims for visible issues may not be entertained later.
8. Resolution & Dispute Handling
We strive for quick and fair resolutions.
In case of any disagreement or dispute:
· Contact our support team via email or WhatsApp first.
· If unresolved, the case will be reviewed by our Customer Grievance Officer within 48 hours.
· Razorpay and Google Merchant policies are fully supported for payment disputes and chargeback cases.
Cakelelo Foods Pvt Ltd maintains transparent cooperation with payment gateways, courier partners, and local authorities to ensure consumer protection.
9. Refunds for Approved Claims
· Approved claims will be refunded within 5–7 business days via the original payment method.
· Refunds are processed only after internal verification and confirmation from the operations team.
· Refunds for cash on delivery (COD) orders are made via bank transfer or UPI after verification.
10. Contact Us
For all quality or replacement concerns, please reach out to:
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
✅ This Replacement & Quality Guarantee Policy forms an integral part of the Terms of Service, Refund Policy, and Shipping Policy of Cakelelo.com.