top of page

Refund Policy

General Policy

 

Brownies are perishable food products. Therefore, returns are generally not accepted once the product has been prepared, dispatched, delivered, or picked up.

 

Refunds, replacements, or store credits may be considered only in the cases mentioned in this policy.

 

Order Cancellation

 

Standard Orders

 

Customers may request cancellation before the order enters preparation.

 

If the order has not been prepared, packed, customized, dispatched, or reserved for pickup, we may approve cancellation and issue a refund, store credit, or order reschedule.

 

Customized Orders

 

Customized orders include products with names, photos, messages, birthday themes, anniversary themes, special packaging, printed sleeves, cards, or any customer-specific design.

 

Customized orders cannot be cancelled once design work, printing, baking, packing, or preparation has started.

 

No Cancellation After Dispatch or Pickup Readiness

 

Orders cannot be cancelled once:

 

  • The product is baked;

  • The product is packed;

  • The customized design is printed or prepared;

  • The product is sent for delivery;

  • The product reaches the pickup point;

  • The customer is notified that the order is ready for pickup.

 

Refund Eligibility

 

A refund, replacement, or store credit may be considered if:

 

  • The wrong product was delivered;

  • The product was damaged before delivery or pickup;

  • The product was spoiled at the time of delivery or pickup;

  • A confirmed prepaid order could not be fulfilled by Brownie Crush;

  • There was a major mistake from our side in the confirmed order details.

 

To request support, the customer must contact us within 2 hours of delivery or pickup with clear photos/videos of the product, packaging, order details, and issue.

 

Non-Refundable Cases

 

Refunds will not be provided in the following cases:

 

  • Customer provided wrong name, message, photo, date, address, phone number, pickup location, or customization detail;

  • Customer or recipient was unavailable at the time of delivery;

  • Product was not collected from the pickup point on time;

  • Product quality was affected due to delay in collection;

  • Product was damaged after delivery or pickup;

  • Product was stored incorrectly after delivery or pickup;

  • Customer did not like the taste, sweetness level, texture, or appearance due to personal preference;

  • Minor design, colour, decoration, topping, or packaging variation from website/social media images;

  • Delay caused by traffic, weather, incorrect address, customer unavailability, third-party delivery issues, or force majeure events;

  • Freebie, sample, trial, promotional, or discounted campaign orders.

 

Damaged or Spoiled Product

 

If a product is received in damaged or spoiled condition, please contact us immediately with:

 

  • Order number;

  • Customer name;

  • Delivery/pickup date;

  • Photos/videos of the product and packaging;

  • Description of the issue.

 

If the complaint is verified, Brownie Crush may offer one of the following:

 

  • Replacement product;

  • Store credit;

  • Partial refund;

  • Full refund.

 

The final decision will depend on the issue, product condition, available evidence, and order type.

 

Late Delivery

 

We try our best to deliver within the estimated time slot. However, delivery time may vary due to traffic, weather, rider availability, customer availability, location, or operational delays.

 

A delay alone will not automatically qualify for a refund unless the delay is directly caused by Brownie Crush and makes the order unsuitable for the purpose communicated in advance.

 

Failed Delivery

 

If delivery fails due to wrong address, wrong phone number, recipient unavailability, refusal to accept, or customer not responding, the order will be considered attempted.

 

Re-delivery, if possible, may be arranged at additional cost. Since brownies are perishable, refund may not be available for failed delivery caused by the customer or recipient.

 

Pickup Orders

 

For pickup orders, customers must collect the product within the agreed time window. Brownie Crush will not be responsible for freshness, texture, melting, damage, or spoilage caused by late pickup.

 

If the product is not collected on the scheduled day, refund will not be available.

 

Refund Processing Time

 

Approved refunds will be processed to the original payment method or another agreed method.

 

Refund processing may take 5 to 10 business days, depending on the bank, UPI app, payment gateway, or payment provider.

 

Payment gateway charges, delivery charges, convenience fees, or other third-party charges may be non-refundable, unless the issue was caused by Brownie Crush.

 

How to Request Refund Support

 

To request cancellation, refund, replacement, or store credit, please contact:

 

Brownie Crush

Phone/WhatsApp:9526607000

Email: info@browniecrush.in

 

Please include your order number, name, phone number, payment details, photos/videos where applicable, and a short explanation of the issue.

bottom of page