Cancellation & Refund Policy

At PuffyClouds, each of our cakes and desserts is handcrafted specially for you. As preparation begins shortly after an order is placed, all confirmed orders are considered final.

We kindly request customers to review all order details carefully before completing their purchase.

Our team may contact you via phone or email to confirm order details, payment, and delivery information. Once an order has been confirmed, it cannot be cancelled, modified, or refunded.

Please note:

  • Same-day delivery orders are strictly non-cancellable.
  • Customized and personalized cakes are non-cancellable and non-refundable

We reserve the right to cancel an order if:

  • We are unable to reach you for order confirmation
  • The delivery address falls outside our service area
  • Incorrect or incomplete delivery information is provided
  • The selected product becomes unavailable due to unforeseen circumstances

Non-Delivery Due to External Factors

If a delivery cannot be completed due to circumstances beyond PuffyClouds’ control, the order will be deemed successfully fulfilled. No refund or store credit will be issued in the following situations:

  • Incorrect or incomplete delivery address provided
  • Failure to provide necessary delivery information
  • Lack of authorization to enter the premises
  • Recipient unavailable at the time of delivery
  • Recipient refuses to accept the order

Refunds and Store Credit

In the event of cancellation initiated by PuffyClouds, any eligible refund will be processed to the original payment method after deducting 20% (applicable payment gateway and processing charges) from your original payment.

Refunds, where applicable, will be processed within 7–10 working days following verification.

Please note that refunds for quality-related concerns, if approved, will be issued only in the form of store credit valid for 90 days. No cash or bank refunds will be provided for such claims.

Product Quality Concerns

All our cakes and desserts are prepared and packed with utmost care to ensure they reach you in excellent condition.

In the event of an incorrect order or damage during delivery, customers must notify our customer support team at +91 9538345671 within 6 hours of receiving the order, along with relevant photographs.

For quality-related concerns, we may request the remaining product sample for internal review and investigation. Please allow 2–3 working days for assessment, after which we will revert to you on it.

If a claim is found to be valid, refund will be provided solely in the form of store credit, issued within 3 working days and valid for 90 days.