We bake to order. Most items are made the same morning at our Zakura bakehouse and are time-sensitive. This policy explains when an order can be cancelled, when you are entitled to a refund, and how long a refund takes.

1. Pickup orders

Orders placed for collection at any of our outlets can be cancelled free of charge any time before the outlet has marked the order as Preparing. After preparation has begun, cancellation is at the outlet's discretion: items already prepared cannot be re-sold and a partial or full charge may apply.

If you do not collect a pickup order within four hours of the scheduled time, we may release the order for resale. For paid orders, we will refund the amount minus any preparation cost incurred. We will attempt to contact you on the registered phone before doing so.

2. Delivery orders

Orders placed for home delivery can be cancelled free of charge any time before the order moves to Preparing. After preparation begins, cancellation may incur a charge equal to the cost of items already prepared.

Once an order is Out for delivery, it cannot be cancelled by the customer except in agreement with the outlet. If you are unavailable at the address and the rider cannot complete the delivery after reasonable attempts (typically three calls within ten minutes), the order may be marked as Delivery failed; in such cases, the items are returned to the outlet and a partial refund (net of delivery and preparation cost) is processed at our discretion.

3. Custom cakes and celebration boxes

Custom cakes and large celebration boxes are made to your specific requirements. They follow a different cancellation rule:

• Cancellation is free up to 24 hours before the scheduled pickup or delivery time.
• Inside the 24-hour window, any deposit already collected is non-refundable. Cancellations within four hours of pickup are subject to the full order amount, since ingredients and labour have already been committed.
• If the outlet cancels (for example, due to ingredient shortage), you receive a full refund.

4. Quality issues

We stand behind the quality of what we bake. If an item arrives damaged, incorrect, or below our quality standard, contact the outlet or our grievance officer within 24 hours of pickup or delivery. We may ask for a photograph of the affected item to help our team improve. Resolution typically takes the form of:

• a replacement on the next visit, or a same-day re-delivery where feasible;
• a refund of the affected item's price;
• credit to your account for a future order.

Allergen sensitivity or dietary requirements that were not communicated at the time of ordering cannot be the basis of a refund. Items containing common allergens are made in shared kitchens.

5. Online payment failures

If your card or UPI is debited but the order does not appear in your account within ten minutes, the transaction has likely failed. Such amounts are auto-reversed by the payment gateway, typically within five to seven business days. If the reversal does not occur within this period, contact us with the transaction reference and the bank will be approached on your behalf.

6. How refunds are processed

• Cash orders: refunds are issued as account credit, redeemable on a future order.
• Online (UPI / card / netbanking): refunds are issued back to the original payment method via the payment gateway. Settlement typically takes 5–7 business days, depending on the issuing bank.
• Loyalty points: points earned on a refunded order are reversed. Points redeemed against a refunded order are credited back to your loyalty balance.

7. How to request a cancellation or refund

The fastest way to cancel an eligible order is through the order page in the app or website. For refunds related to quality issues or delivery problems, contact:

• The outlet directly (numbers listed on each outlet's page).
• Our grievance officer at To be added or To be added.

Please include your order reference (the OF-… code shown in your order history) so we can locate the order quickly.

8. Escalation

If your concern is not resolved to your satisfaction by the outlet or the grievance officer, you may escalate to the National Consumer Helpline (1915 / consumerhelpline.gov.in) or the appropriate consumer forum under the Consumer Protection Act, 2019.