Refund & Cancellation Policy
Clear, fair, and transparent guidelines on order cancellations, culinary preparation cut-offs, doorstep damage claims, and Razorpay gateway refund processing.
Effective Date: September 2026 • Applies to all FATAFAT web and app purchases
Pre-Preparation Window
Full cancellation & refund is available while your order is in Order Placed, Pending, or Confirmed state.
The “Preparing” Cut-off
Once culinary baking or floral crafting starts (Preparing state), self-service cancellation & refunds are permanently closed.
Damaged / Wrong Items
Report damaged packaging or incorrect variants with photo proof within 2 hours of delivery for swift replacement or refund.
Original Payment Method
Approved refunds are processed via Razorpay back to your original source (UPI: 24–48 hrs, Cards: 5–7 business days).
Pre-Preparation Cancellation & Refund Eligibility
At FATAFAT, we believe in customer flexibility. You are eligible to request an immediate cancellation and 100% full refund as long as your order has not entered the kitchen preparation stage.
- Order Placed / Pending — Order received and awaiting queue confirmation.
- Confirmed / Payment Confirmed — Inventory reserved; preparation not yet initiated.
During these eligible states, you will see an active “Request Refund” button in your Account → Orders dashboard.
The “Preparing” Stage Cut-Off Rule
Our artisanal cakes, pastries, custom greeting inscriptions, and fresh floral bouquets are handcrafted on-demand to guarantee unmatched freshness and celebratory quality.
Once an order enters Preparing, fresh perishable ingredients are consumed, customized calligraphy/photos are applied, and packaging materials are assembled specifically for your recipient. Consequently, cancellation or self-service refund requests cannot be accepted once preparation has started.
Non-eligible statuses where refund requests are permanently disabled: Preparing, Packed, Picked Up, Out for Delivery, and Delivered.
Damaged, Defective, or Incorrect Deliveries
We take utmost care in transit. However, in the rare event that your product arrives in a damaged condition (such as collapsed icing, broken packaging) or you received an incorrect flavour/item:
Please notify our customer support team within 2 hours of doorstep delivery with your Order ID and clear photographic evidence of the damaged or incorrect item.
Upon swift operational validation, we will arrange a priority free redelivery/replacement or process a full refund to your original payment method.
Non-Perishable Accessories & Hampers
Non-perishable celebration merchandise, dry gift sets, candles, greeting accessories, and wellness goods are eligible for returns within 7 calendar days from the delivery date, provided the product is completely unused, with original security seals, tags, and hygiene packaging intact.
Razorpay Gateway Refund Processing & Settlement Timelines
All approved refunds are initiated through our official payment gateway (Razorpay) directly to the original payment method used during checkout. Please note that settlement cycles depend on your banking partner:
| Payment Method | Refund Destination | Standard Settlement Cycle |
|---|---|---|
| UPI (GPay / PhonePe / Paytm / BHIM) | Linked Primary Bank Account | 24 to 48 banking hours |
| Credit / Debit Cards (Visa / MC / RuPay) | Original Card Account | 5 to 7 business days |
| NetBanking | Originating Bank Account | 3 to 5 business days |
* Note: Bank clearance cycles are governed by the customer's card-issuing bank and NPCI/RBI clearing guidelines. Once FATAFAT issues the refund ARN/reference ID, your bank credits the amount accordingly.
Step-by-Step: How to Request a Refund
Navigate to your account orders list or open your order details page.
Available while order is in Placed / Pending / Confirmed state.
Operations team reviews and initiates Razorpay gateway refund.
Our customer support team is available daily from 8:00 AM to 11:00 PM.