At One More Cookie, every order is freshly baked to order. Since our products are fresh and perishable, we follow a limited refund and replacement policy to maintain product quality and ensure fairness.
1. Refund & Replacement Eligibility
You may be eligible for a refund or replacement only if:
* The product is spoiled or damaged at the time of delivery.
* You receive an incorrect product or flavour.
* The product delivered is materially different from what was ordered or described on our website.
Minor cracks, slight breakage, or cosmetic imperfections that may occur during transit do not qualify for a refund or replacement, provided the product remains safe to consume and its quality and taste are not materially affected.
2. No Cancellation or Refund for Change of Mind
Once an order has been successfully placed, it cannot be cancelled or refunded due to a change of mind.
We do not offer refunds or returns for:
* Change of mind after placing the order.
* Personal taste preferences.
* Incorrect flavour, quantity, address, or other details entered by the customer while placing the order.
* Customer no longer being available to receive the order.
* Refusal to accept the delivery.
* Any other reason unrelated to a genuine product quality or fulfilment issue.
This is because our products are freshly prepared specifically against each order and are perishable in nature.
3. Orders That Have Been Prepared or Dispatched
Once an order has been prepared, packed, handed over for pickup, or dispatched, it cannot be cancelled under any circumstances other than where required by applicable law.
If you request a cancellation after placing the order, but before preparation or dispatch, One More Cookie may, at its sole discretion, determine whether cancellation is possible. Cancellation is not guaranteed.
4. Reporting a Product Issue
If you receive a damaged, spoiled, incorrect, or materially different product, you must contact us immediately upon delivery.
To help us review your claim, please provide:
* Your order number.
* The product name.
* A brief description of the issue.
* Clear photographs of the product and packaging.
* Any other information reasonably requested by our team.
Claims reported after delivery may not be accepted.
5. Review of Claims
Once we receive your request, our team will review the details and may request additional information or photographs.
If a claim is found to be valid, One More Cookie may, at its sole discretion, provide one of the following:
* A replacement product.
* A full refund to the original payment method.
* A partial refund.
* Store credit or another appropriate resolution.
The resolution offered will depend on the nature and severity of the issue.
6. Refund Timeline
Where a refund has been approved, it will generally be processed within 7 business days.
The time taken for the refunded amount to reflect in your account may vary depending on your bank, payment gateway, or payment service provider.
7. Return of Products
As our products are fresh and perishable, returns are generally not accepted.
Where required for an approved claim, One More Cookie may arrange collection of the affected product or ask the customer to retain the product until further instructions are provided.
For approved claims, One More Cookie will bear the applicable return or collection cost.
8. Non-Returnable & Non-Refundable Products
The following are not eligible for return or refund:
* Products that have been consumed, opened, tampered with, or altered after delivery.
* Freshly baked cookies and other perishable products, except where they are delivered damaged, spoiled, or incorrect.
* Orders cancelled due to a change of mind.
* Orders refused or rejected by the customer.
* Orders containing incorrect details entered by the customer.
* Products marked as Final Sale or Non-Returnable.
9. Delivery Issues
If the customer is unavailable to receive the order, refuses delivery, provides an incorrect or incomplete address, or otherwise causes the delivery to fail, the order will not automatically qualify for a refund.
Any re-delivery, return, or other associated costs, where applicable, may be borne by the customer.
10. Consumer Rights
This Refund & Return Policy is governed by the laws of India, including the Consumer Protection Act, 2019.
Nothing in this policy limits or waives any rights available to consumers under applicable Indian law.