Cancellation & Refund Policy

At Choc & Cherry, every product is freshly baked to order. Because our products are perishable, cancellations, returns and exchanges are limited.

1. Cancelling an order

You may cancel your order before preparation begins. In practice that means by the end of the day before your delivery or pickup date. Message us on WhatsApp as soon as you know.

Cancellations made within this window are refunded in full.

Once preparation has begun we are not able to refund your order, as ingredients have been bought and the work has started.

Custom and personalized orders are covered by section 7.

2. Returns

Food items cannot generally be returned once they have been delivered or collected. Please check your order when you receive it.

3. Exchanges

An exchange may be offered where:

  • The wrong product was delivered
  • The product was damaged during delivery
  • The order differs significantly from what was confirmed

Each request is reviewed individually.

4. Refund eligibility

A refund may be considered where:

  • We are unable to fulfil your confirmed order
  • A product is unavailable after payment
  • We cancel your order
  • Our team confirms a genuine quality issue

Approved refunds are processed to the UPI ID used for the payment, and usually reach you within {Refund Timeline, e.g. 5–7 working days}.

5. Situations we cannot refund

Refunds and exchanges are generally not provided for:

  • Change of mind
  • Incorrect orders placed by the customer
  • Failure to collect a pickup order within the chosen slot
  • An incorrect delivery address or unreachable phone number provided by the customer
  • Deliveries that could not be completed because nobody was available to receive the order
  • Products consumed before an issue was reported
  • Minor decoration variations that do not affect quality

Where a delivery fails for one of the reasons above, any charge already paid to the delivery partner is not recoverable, and re-delivery is booked at your cost.

6. Reporting an issue

Please contact us on WhatsApp within 2 hours of receiving your order, and include:

  • Your Order ID
  • Clear photographs of the product and its packaging, taken before it is moved or cut
  • A short description of the issue

We are not able to help with issues reported after 2 hours, or where photographs are not available.

7. Custom orders

Personalized and custom-made products are prepared specifically for you.

Custom orders may be cancelled before we buy ingredients for them. After that point they cannot be cancelled, returned or exchanged, unless there is a verified issue caused by Choc & Cherry. Because custom orders are scheduled ahead, this point usually falls earlier than it does for menu items — message us and we will tell you where your order stands.

8. Quality assurance

Your satisfaction matters to us. Every complaint is reviewed individually and we will always work toward a fair resolution.

Contact Us

Choc & Cherry

Email: orders@chocandcherry.com

Phone: +91 8796677785

Last updated:

Contact Choc & Cherry: Instagram · orders@chocandcherry.com