Cancellation, Returns & Refund Policy

Our cakes, bakes and snacks are food made to be eaten fresh, so we cannot take them back the way a shop takes back clothes. This policy explains when you can cancel, when we accept a problem with an order, what we need from you, and how refunds are paid. It forms part of our Terms of Service.

1. In short

Every order is paid online when you place it.
To cancel, contact our support team before your order is shipped or out for delivery. After that it cannot be cancelled.
We do not accept returns for a change of mind.
We accept a claim only if you received the wrong product, an expired product, a product that was spoiled on arrival, or a parcel that leaked or was damaged in transit, and you send us genuine proof in time.
Approved refunds are issued within 7 days, to the payment method you paid with, delivery fee included.

2. Cancelling an order

There is no cancel button on the website. To cancel, contact us on WhatsApp, call +91 90799 57898 or email hello@thebakersclub.in with your order number, as early as you can.

Before dispatch: we can cancel an order until it is shipped by courier or sent out for delivery by our rider. An accepted cancellation is refunded in full, including the delivery fee. We do not charge a cancellation fee.
After dispatch: once an order is shipped or out for delivery it cannot be cancelled. If something is wrong when it arrives, see section 3.
Custom cakes: a cake made to your design, message or size is baked for you alone. Once we have started preparing it, cancellation is at the discretion of Bakers CluB.
Orders we cancel: if we cannot fulfil an order, for example because an item is no longer available, we cancel it, tell you, and refund everything you paid.

A request that reaches us after the order has left our kitchen cannot be accepted, so please contact us in time.

3. When we accept a claim

We accept a claim for an order only in these cases:

Wrong product: you received a product, size or flavour other than the one you ordered.
Expired product: the best-before date printed on the product had already passed when it was delivered.
Spoiled on arrival: the product was stale, mouldy or otherwise unfit to eat when it was delivered.
Leaked or damaged: the product arrived leaked, crushed or broken because of packing or transit.

We do not accept claims for:

a change of mind, or a product simply not being to your taste;
small differences in design, colour or finish from the photos, since every product is made by hand;
spoilage after delivery because the product was not stored as its label or product page says;
an order that could not be delivered because the address was wrong or incomplete, or nobody was there to receive it; or
problems reported after the time limits in section 4.

4. How to report a problem

2 hours of delivery for fresh items delivered by our riders (cakes, pastries and other fresh bakes); and
24 hours of delivery for all other orders, including courier orders.

Send genuine proof with your message:

clear photos of the product, its packaging and its label, showing the batch details and best-before date;
for a courier parcel that arrived leaked or damaged, a continuous unboxing video that starts with the sealed parcel; and
for a wrong product, a photo of what you received next to the packaging it came in.

Please keep the product and all its packaging until we have closed your claim. We may ask to see them or to collect them.

5. How we decide

Our team examines the proof you send and the details of the order, and Bakers CluB decides whether the claim is valid. If it is, Bakers CluB also decides whether to refund you or to send a replacement. We tell you our decision and the reason for it.

This process does not take away any right you have as a consumer under the Consumer Protection Act, 2019. If you disagree with our decision you can raise it with our Grievance Officer, who acknowledges complaints within 48 hours and resolves them within 30 days.

6. How refunds are paid

What is refunded: for an accepted cancellation, or an order we cancel, everything you paid. For a valid claim, the price you paid for the affected items plus the delivery fee you paid.
When: we issue an approved refund within 7 days of approving it. Your bank or card issuer then usually takes 5–7 working days to show it in your account.
Where: refunds go only to the original payment method, that is the same UPI account, card, bank account or wallet you paid with. We do not refund in cash, unless Bakers CluB decides otherwise in a particular case.
Replacements: where we send a replacement instead, it is delivered at no extra cost to you.

7. Payments that did not become an order

An order is confirmed only when we receive your payment. If a payment fails or you leave checkout, nothing is charged and the items you chose are released after a short time. If money left your account but you did not receive an order confirmation, contact us with the time of payment and the payment reference from your bank or UPI app. Once we have matched it, we refund the full amount to the original payment method within 7 days.

8. Contact us

Rohini Bakers (trading as Bakers CluB)
Pursotamdass / Surtanmal Jain, Kalyanpura Marg No. 2, Near Manak Hospital, Barmer, Rajasthan 344001
WhatsApp: Chat with us
Phone: +91 90799 57898
Email: hello@thebakersclub.in
Hours: Mon–Sun: 7:00 AM – 10:00 PM

See also our Shipping & Delivery Policy and Privacy Policy.