Refunds & Cancellations

Everything on CrossFriend is prepared after you order it, and most of it is perishable. Once a baker has started your cake, the ingredients and their time cannot be recovered, and a returned cake cannot be resold or safely reused.

Cancellation is tied to how far the baker has got, not to a fixed clock:

Custom and personalised cakes — anything with a name, photo, or a design made in the AI Cake Studio — move to “preparation started” sooner, because a baker begins sourcing and preparing specifically for you. Cancel these as early as you can.

To cancel, contact us at support@crossfriend.in or +91 98211 01868 with your order number.

Occasionally a baker cannot fulfil an order — illness, an equipment failure, or an ingredient they cannot source. If that happens we will tell you as soon as we know, offer an alternative where we can, and refund you in full if you would rather not proceed.

If we cannot deliver to your address on the date you chose, you get a full refund.

You are entitled to a refund or a replacement if your order:

• arrives damaged, spoiled or unsafe to eat
• is materially different from what you ordered — wrong flavour, wrong size, wrong design
• is missing items you paid for
• arrives significantly outside the agreed delivery window
• does not match the allergen or ingredient information shown on the listing

Handmade food varies. Minor differences in shade, piping or finish from the listing photograph are normal and are not on their own grounds for a refund. A design that is clearly not what you ordered is.

A generated image is a design concept, not a photograph of the finished cake. A baker works in sugar, sponge and buttercream, and reproduces the design as closely as those materials allow.

• A reasonable interpretation of your design is not grounds for a refund.
• A cake that ignores the design — wrong theme, wrong colours, wrong concept — is.
• If a baker decides a design cannot be made after you have ordered, you get a full refund.

If nobody is available at the address, or the address or contact number is wrong, our delivery partner will attempt to contact you and will wait a short time. Where delivery fails for a reason within your control, the order cannot be refunded — perishable food cannot be redelivered later. Please check the address and number before you pay. See the Shipping & Delivery policy.

• Refunds go back to the original payment method. We cannot redirect a refund to a different account.
• We initiate refunds within 3 working days of approving a claim.
• Your bank or card issuer then takes 5–7 working days to credit it. That part is outside our control.
• Cash-on-delivery orders are refunded by bank transfer or UPI to details you provide.

Contact support@crossfriend.in first — most issues are settled quickly. If you are not satisfied, escalate to our Grievance Officer, Pranajiva Director, at director@crossfriend.in. We acknowledge within 48 hours and resolve within 30 days.

Nothing here limits your rights under the Consumer Protection Act, 2019.