Returns, Refunds & Cancellations
Because our food is freshly prepared for each order, returns and cancellations work a little differently from regular retail products. We’ll always try to handle genuine issues fairly.
Cancellations
Changed your mind? Please contact us as soon as possible.
An order can usually be cancelled without charge if we haven’t started preparation or purchased ingredients specifically for it.
Once preparation has started, cancellation may not be possible. For customized, bulk or special orders, any advance payment may be non-refundable once ingredients, packaging, printing, decoration or other custom work has been arranged.
Changes to an Order
Need to change the quantity, flavour, delivery time, address or another detail?
Contact us as early as possible. If we can accommodate the change, we’ll confirm any difference in price, preparation time or delivery charge before proceeding.
Returns
For food-safety reasons, we generally cannot accept physical returns of food once it has been delivered or collected.
However, if there is a genuine problem with your order, please let us know. You don’t need to return unsafe or spoiled food to us unless we specifically request otherwise.
Something Wrong With Your Order?
Please contact us promptly if:
- You received the wrong item
- An item is missing
- The quantity is incorrect
- The product arrived damaged or in an unacceptable condition
- You believe there is a significant quality or food-safety issue
Where relevant, please send us clear photos or a short video along with your order details. This helps us understand and resolve the issue quickly.
Refunds & Replacements
After reviewing the issue, depending on the circumstances, we may offer an appropriate replacement, partial refund, full refund or another reasonable solution.
Refunds and replacements are considered based on the nature of the problem and the affected portion of the order.
A personal preference—such as finding something sweeter, less sweet, spicier or less spicy than expected—does not normally qualify for a refund when the product was prepared as ordered.
Delivery Issues
If an order is delayed because of traffic, weather, rider availability or another situation outside our reasonable control, we’ll try to keep you informed.
If there is a significant delivery problem, contact us and we’ll help determine the best available solution.
Contact Us
For cancellations, order changes or problems with an order, WhatsApp is usually the fastest way to reach us.
WhatsApp / Phone: +8801841985251
Email:
Instagram: @shuchis.cloud.kitchen
Shuchi’s Cloud Kitchen
Homemade • Fresh • Delicious