Refund & Cancellation Policy
Last updated: August 2025
This Refund & Cancellation Policy ("Policy") applies to all orders placed through DuchessPastry.com (including its Progressive Web App). By placing an order with Duchess Pastry, you acknowledge and agree to the terms below.
1. No Cancellations or Refunds
Final Sale
Once an order is placed and payment is successfully processed via our secure payment gateway, the sale is final.
No Cancellations
Customers may not cancel orders after payment is completed. Any request to cancel will be declined.
No Refunds
We do not issue partial or full refunds for any reason, including but not limited to:
- Change of mind
- Incorrect delivery address provided by the customer
- Late delivery
- Order preparation issues
2. Order Modifications
Before Payment
You may modify or cancel your cart contents freely until you complete payment.
After Payment
No modifications to products, quantities, delivery time, or delivery address will be accepted once payment is processed.
3. Defective, Damaged, or Incorrect Items
While we do not offer refunds, we stand behind the quality of our products. If your order arrives:
- Damaged, defective, or significantly spoiled, or
- Containing items missing or incorrect compared to your order confirmation
please follow these steps within 2 hours of delivery:
Photographic Proof
Take clear photos of the issue (e.g., broken packaging, incorrect item).
Contact Support
Email hello@duchesspastry.com with your order number, description of the issue, and attachments.
Evaluation & Resolution
We will review your submission and, at our sole discretion, may offer one of the following remedies:
- Replacement of the affected item(s) at no extra cost within next 24 hours, or
- Store Credit valid for future orders
Any replacement or store credit is issued solely at Duchess Pastry's discretion and does not constitute a monetary refund.
4. Delivery Failures
If a delivery attempt fails due to reasons within our control (e.g., rider unable to locate the address, packaging error):
- We will make one additional delivery attempt at no extra charge.
- If the second attempt also fails, the order is considered delivered, and no refunds or further attempts will be provided.
If the failure is due to reasons outside our control (e.g., customer unavailable, incorrect address), additional delivery attempts may incur extra delivery fees charged to the customer.
5. Chargebacks & Payment Disputes
Unjustified Chargebacks
Any chargebacks or payment disputes initiated without valid cause may lead to suspension of your account.
Dispute Resolution
If you believe a payment has been processed in error, please contact us immediately at hello@duchesspastry.com before initiating a chargeback. We will work with our payment processor to investigate and resolve the issue.
6. Changes to This Policy
We may update this Policy at any time. The "Last updated" date at the top will reflect the most recent revision. Continued use of our Service after any changes constitutes acceptance of the new Policy.
7. Contact Us
For questions about this Policy or to report an issue, please email hello@duchesspastry.com or write to:
Address: Duchess Pastry, 7/68 62-B Vijayalakshmi Nagar, Sivasakthi Gardens, Keeranatham, Saravanampatti, Coimbatore – 641035.
Thank you for understanding our policy. We strive to maintain the highest quality standards and appreciate your trust in Duchess Pastry.