Refund & Cancellation Policy

Our sweets, cakes and bakes are perishable food, and many are prepared specially for your order. Once we start preparing or send out an order, we cannot resell it. This policy explains clearly what we can and cannot refund.

1. Cancelling an order

Item	You can cancel for a full refund	Cancellation not possible
Sweets, pastries, bakery items and ready gift boxes	Before we confirm your order, or at least 12 hours before your delivery slot	Once the order is packed or dispatched
Cakes (regular)	At least 24 hours before your delivery slot	Within 24 hours of the slot, as preparation will have started
Photo, theme, tiered and custom cakes; corporate and bulk orders	At least 48 hours before your delivery slot and before the design is finalised	After the design is confirmed or within 48 hours of the slot

To cancel, write to us through our Contact page, or visit Sharma Sweets at 42/2, Netaji Subhas Chandra Bose Road, Kolkata – 700040, West Bengal with your name, mobile number and order reference. A cancellation is effective only once we acknowledge it.

2. If we cancel

If we cannot fulfil your order — for example, the item is unavailable, your address is outside our delivery area, or the slot cannot be met — we will tell you as soon as possible and refund the full amount you paid, or offer an alternative if you prefer.

3. Damaged, wrong or missing items

We will offer a replacement or a refund (full or partial, depending on what was affected) if:

• you received a different product, size or message from what you ordered;
• the product was damaged in transit (for example, a crushed cake or broken box);
• an item from your order is missing; or
• the product was not fit to eat at the time of delivery.

How to report:

1. Check the order when it is handed over. If a cake or box is visibly damaged, please point it out to the delivery person.
2. Tell us within 2 hours of delivery for cakes, pastries, chhena and milk sweets, and within 24 hours for dry sweets and bakery items.
3. Share clear photos of the product and packaging, and keep the product until we have looked into it.

We review every complaint and reply as quickly as we can. Replacement is subject to availability and the delivery slot.

4. What we cannot refund

• Differences in taste preference, sweetness or texture, where the product is as described.
• Small variations in colour, shape, decoration or packaging from the photographs, which are for illustration.
• Orders that could not be delivered because the address was wrong or incomplete, or the recipient was unavailable or unreachable.
• Products that were not stored as advised after delivery (for example, a fresh cream cake left out of the fridge).
• Complaints reported after the time limits above.

5. How refunds are paid

• Approved refunds are made to the original payment method (the same UPI ID, card, bank account or wallet).
• We initiate the refund within 2 working days of approval. Your bank or payment provider usually takes 5–7 working days to show it in your account.
• Coupon discounts are not refunded as cash. Delivery charges are refunded only if the whole order is cancelled by us or not delivered because of our error.

6. Failed payments

If money was debited but the payment failed or the order was not confirmed, the amount is normally reversed automatically by the payment gateway or your bank within 5–7 working days. If it isn’t, contact us with the transaction reference and we will help trace it.

7. Contact

For cancellations, complaints or refund status, write to us through our Contact page, or visit Sharma Sweets at 42/2, Netaji Subhas Chandra Bose Road, Kolkata – 700040, West Bengal.