Refund & Cancellation Policy

01Cancelling before dispatch

You can cancel an order at no cost at any time before it has been dispatched. Call or WhatsApp us with your order number and we will confirm the cancellation and start the refund the same working day.

We bake to order and dispatch within 24 hours of confirmation, so please tell us quickly. Once the parcel has been handed to the courier it can no longer be cancelled.

02After dispatch

Once your order has left our kitchen it cannot be cancelled, because everything we sell is freshly baked perishable food that cannot be put back into stock or resold.

If the parcel has already shipped and you no longer want it, please refuse the delivery rather than accepting it. Refused parcels come back to us, and we will refund the value of the goods once the parcel returns in saleable condition; the shipping cost actually incurred is deducted.

03If we cancel your order

Occasionally we have to cancel from our side: an item turns out to be unavailable, your PIN code cannot be served by any of our couriers, an order looks fraudulent, or a listing carried an obviously wrong price.

When that happens we tell you the reason and refund 100% of what you paid, including shipping. You are never out of pocket for a cancellation we made.

04Returns

We do not accept returns of correctly delivered products. This is a food-safety rule, not a commercial one: once a food parcel has left our control we cannot verify how it was stored, so we cannot take it back or resell it.

This does not affect your rights where the delivery itself was wrong, which is covered next.

05Damaged, incorrect or missing items

If your order arrives damaged, if the wrong item was sent, if something is missing, or if a product is spoiled or past its best-before date on arrival, we will put it right. Tell us within 48 hours of delivery and include:

• Your order number.
• Clear photographs of the outer packaging, the product, and the batch or best-before label.
• A short description of what is wrong.
• For a missing item, a photograph of everything that was in the box.

06How we put it right

We assess every report on its own facts, and we err on the side of the customer. Depending on what happened and what you prefer, we will send a free replacement on our next dispatch, refund the affected items in full, or refund the whole order including shipping where the delivery was unusable.

We decide and tell you within 2 working days of receiving your photographs. We do not ask you to ship perishable food back to us.

07How refunds are paid

Every refund goes back by the same method you paid with, through Razorpay, to the same card, UPI ID or bank account. We cannot redirect a refund to a different account, and we do not issue refunds in cash.

We initiate the refund within 2 working days of approving it. Once initiated, your bank or card issuer typically credits it within 5 to 7 working days; a small number of banks take up to 10. The delay after we initiate is with your bank, not with us.

We will give you the refund reference number as soon as it is issued, so you can quote it to your bank if it has not appeared.

08Money debited but no order confirmed

If your bank shows a debit but you never received an order confirmation, the payment did not complete. No order exists, and nothing has been taken by us.

Your bank reverses this kind of failed payment automatically, normally within 5 to 7 working days, without anyone having to raise a request. Please do not pay a second time for the same order.

If the money has not come back after 7 working days, contact us at 533gbt@ganeshbakerythoothukudi.com or 0461 2320623 with the date, the amount and your registered phone number. We will trace it with the gateway and confirm the outcome to you.

09What is not refundable

• Products delivered correctly and in good condition, where you simply changed your mind.
• Complaints raised more than 48 hours after delivery, where we can no longer establish the condition on arrival.
• Delays caused by an incomplete or incorrect address, or by nobody being available to receive repeated delivery attempts.
• Delays caused by weather, strikes, festival volumes or other events outside our control and the courier's.
• Minor variation in colour, size, shape or finish, which is inherent in handmade baking.

10Raising a request

Email 533gbt@ganeshbakerythoothukudi.com, or call or WhatsApp 0461 2320623 during shop hours. Always quote your order number: it is in your confirmation message and on your invoice, and it is the fastest way for us to find your order.

We acknowledge every request within one working day. If you are unhappy with how we handled it, ask for it to be escalated to the shop owner and it will be reviewed personally.