Refund & Cancellation

Because we sell food products, returned products cannot normally be accepted back into inventory or resold. Nevertheless, customers remain entitled to appropriate redress where products are damaged, defective, unsafe, expired, tampered with, incorrect or incomplete.

1. DC BAKES — Fresh and Made-to-Order Products

1.1 Order cancellation

A DC BAKES order may be cancelled for a full refund only if the cancellation request is received before preparation, ingredient allocation, customisation or production has begun. Contact us immediately after placing the order if cancellation is required. Once preparation or production has begun, cancellation may not be accepted because the product is made specifically for the order and has a limited shelf life.

Custom cakes, personalised products, bulk orders and specially procured items may have separate cancellation terms disclosed before confirmation.

1.2 Delivery-date or address changes

Requests to change the delivery date, time, address, product or quantity are subject to: production status, delivery-slot availability, serviceability of the revised location, and any resulting price or delivery-charge difference. A request is not confirmed until accepted by our customer-care team.

1.3 Eligible fresh-product complaints

You may request a replacement or refund where:

• The wrong product was delivered;
• An item is missing;
• The product or box was materially damaged during delivery;
• The product appears spoiled or unsafe at delivery;
• The product is materially different from the confirmed order;
• A declared customisation accepted by us was not followed; or
• The order was not delivered due to a failure attributable to us or our delivery partner.

1.4 Reporting period for DC BAKES

Fresh-product issues should be reported as soon as possible and preferably within six hours of delivery. Provide your order number, a description of the problem, clear photographs or video of the product and packaging, image of the label or order sticker, and any other requested information. Do not discard the affected product until we confirm that no further inspection information is needed.

A delayed report may make it impossible to determine whether the issue existed at delivery, particularly where storage or handling conditions cannot be verified.

1.5 Issues that normally do not qualify

Refunds will normally not be provided for: personal taste or sweetness preferences; reasonable handmade differences in size, shape, colour or finish; minor decoration or colour variation; failure to read ingredients, allergen or storage information; deterioration caused by improper storage after delivery; consumption beyond the recommended period; an incorrect address or unavailable recipient; refusal to accept a correctly supplied order; or a change of mind after production has begun.

2. DC STIX — Packaged Products

2.1 Cancellation before dispatch

A DC STIX order may be cancelled for a full refund before it has been packed for dispatch or handed over to the courier. Once dispatched, an order cannot normally be cancelled or recalled.

2.2 Eligible packaged-product complaints

You may request a replacement or refund where:

• The wrong product or variant was delivered;
• One or more items are missing;
• The product was delivered after its expiry or best-before date;
• Packaging was open, punctured or visibly tampered with;
• The product was materially damaged in transit;
• The product appears unsafe or defective;
• The quantity materially differs from the order; or
• The remaining shelf life does not meet applicable requirements.

2.3 Reporting period for DC STIX

Report packaged-product issues within 48 hours of delivery. Provide your order number, photographs of the external shipping package, photographs of the damaged or incorrect product, photograph of the batch number, manufacturing date, and best-before or expiry information, and a photograph or video showing tampering or damage.

Do not consume a product that appears unsafe, tampered with or incorrectly labelled.

2.4 Non-returnable food products

For food-safety reasons, correctly delivered food products are not returnable/refundable merely because: you changed your mind, you disliked the taste, you ordered the wrong variant, you failed to review the ingredients or allergen declaration, the external presentation has minor non-functional variation, or the product was improperly stored after delivery.

3. Resolution Options

After reviewing the complaint, we may offer one or more of the following: replacement of the affected product, re-delivery of a missing product, store credit (with your agreement), partial refund for the affected item, full refund where the entire order is affected, or another appropriate remedy required under applicable law.

The remedy will depend on the nature of the complaint, available evidence, product availability and applicable consumer law. Store credit will not be forced on a customer where a monetary refund or another statutory remedy is legally required.

4. Refund Processing

Approved refunds will normally be initiated within five to seven business days. Refunds will be made to the original payment method wherever possible. Account credit time may depend on the bank, card issuer, UPI provider or payment gateway. For eligible cash-on-delivery refunds, we may request verified bank-account or UPI details. We will never request your UPI PIN, card PIN, OTP or complete banking password to process a refund.

5. Shipping Charges

Original delivery charges will be refunded where: the entire order is cancelled before dispatch, the entire order was incorrectly delivered, the entire order was damaged or unsafe, or delivery failed solely because of an issue attributable to us. Where only part of an order is affected, the refund may be limited to the value of the affected product unless applicable law requires otherwise.

6. Order Cancellation by DotConn Foods

We may cancel an order due to product unavailability, production-capacity limitations, delivery restrictions, incorrect pricing, failed or suspicious payment, safety concerns, severe weather or operational disruption, or another event beyond our reasonable control. Where we cancel a prepaid order, the eligible payment will be refunded.

7. How to Raise a Request

Customer-Care & Refund Support

Email: care@dotconnfoods.com
Contact Support: +91 6366 261 006
Address: DotConn Foods, #1, 3rd Floor, Site No 43 & 44, 3rd Cross, Neeladri Investment Layout, Doddathoguru, Electronics City Phase 1, Bengaluru, Karnataka 560100.
Hours: Monday to Sunday, 9 AM to 6 PM