1 Overview & Our Promise
At Selenium Kitchen, we take enormous pride in the quality and freshness of everything we bake. Every product leaves our kitchen freshly baked on the day of delivery, with no artificial preservatives, no eggs and no compromise on quality.
Our fundamental promise is simple: if your order does not meet our freshness and quality standard, we will make it right — either with a full replacement or a complete refund.
However, because all our products are perishable food items baked fresh to order, our refund and cancellation policy is necessarily different from standard e-commerce returns. Please read this policy carefully before placing an order.
If your product is not fresh, not as described, damaged, or incorrect, contact us within 24 hours of delivery and we will replace or refund — no questions asked. A photo of the issue is all we need.
2 Order Cancellation
2.1 Cancellation by Customer
You may cancel your order under the following conditions:
- Within 1 hour of order placement: Full refund to your original payment method, with no cancellation fee. Please call us at +91 84485 55787 or message on WhatsApp to cancel quickly.
- After 1 hour but before baking begins: Cancellation may still be possible. Please contact us immediately. If your order has not entered preparation, we will cancel and refund in full.
- After baking has begun: We are unable to accept cancellations once your products are in the oven. This is because our products are handcrafted in small batches specifically for your order and cannot be restocked.
2.2 Cancellation by Selenium Kitchen
We reserve the right to cancel orders in the following circumstances, with a full refund:
- A product in your order becomes unexpectedly unavailable
- A pricing or description error is identified on the product page
- The delivery address falls outside our serviceable zones
- Suspicion of fraudulent activity associated with the order
- Force majeure events — extreme weather, natural disasters, civil disruption
In all cases where we cancel your order, you will receive a full refund within 3–5 business days and a notification via WhatsApp and/or SMS.
2.3 Scheduled & Advance Orders
For scheduled future-date orders, cancellations are accepted up to 48 hours before the scheduled delivery date with a full refund. Cancellations made within 48 hours of the scheduled delivery date will be treated as standard cancellation rules above.
3 Refund Eligibility
You are entitled to a full refund or replacement in the following situations, provided the issue is reported within the timeframe specified:
| Issue | Reporting Window | Resolution |
|---|---|---|
| Product not fresh or stale at delivery | Within 24 hours of delivery | Replacement or full refund |
| Wrong product delivered | Within 24 hours of delivery | Correct product dispatched or full refund |
| Product damaged in transit | Within 24 hours of delivery | Replacement or full refund |
| Product missing from order | Within 24 hours of delivery | Missing item dispatched or partial refund |
| Product significantly different from description | Within 24 hours of delivery | Replacement or full refund |
| Order not delivered within the promised window | Same day | Re-delivery or refund of delivery charges |
| Payment deducted but order not confirmed | Within 48 hours | Full refund within 3–5 business days |
| Order cancelled within 1 hour of placing | Within 1 hour of order | Full refund within 3–5 business days |
4 Non-Refundable Situations
We are unable to process refunds in the following circumstances:
- Change of mind: Refunds are not available if you simply change your mind after the order has been confirmed and baking has begun
- Personal taste preference: All our products are crafted to specific, tested recipes. We cannot offer refunds for personal taste preferences when the product has been correctly prepared
- Incorrect address provided: If delivery fails because an incorrect or incomplete address was provided by the customer, and the product cannot be safely redelivered, a refund may not be available
- Recipient unavailable: If multiple delivery attempts fail due to the recipient being unavailable and the product deteriorates as a result, a refund may not be available
- Complaint raised after 24 hours: Quality or freshness complaints raised more than 24 hours after confirmed delivery are generally not eligible for refund, as we cannot verify the condition of a perishable product after this period
- Improper storage post-delivery: Damage or quality issues arising from improper storage by the customer after delivery are not eligible for refund
- Delivery charges: Delivery fees are non-refundable except where the delivery failure was caused by Selenium Kitchen's error
All quality and freshness complaints must be raised within 24 hours of delivery. We are unable to process claims made after this window because our products are fresh, perishable foods.
5 How to Request a Refund
To request a refund or replacement, please follow these steps:
- Contact us within 24 hours of delivery via WhatsApp (+91 84485 55787), phone (+91 84485 55787) or email (support@seleniumkitchen.com)
- Provide your Order ID — found in your order confirmation SMS or in the "My Orders" section of your account
- Share a clear photo of the product issue (damaged packaging, wrong product, quality concern). A video is even better for freshness issues.
- Describe the issue — the more detail you provide, the faster we can resolve it
- Our support team will respond within 2–4 hours during business hours and within 12 hours on weekends
- Once your claim is verified, we will offer a replacement or initiate a refund based on your preference and the nature of the issue
You do not need to return the product. Because our products are perishable, we handle all claims based on photographic evidence. Please do not dispose of the product before contacting us.
6 Refund Timelines
Once your refund request is approved, the time taken to receive your refund depends on your payment method:
| Payment Method | Refund Initiated | Credit to Account |
|---|---|---|
| UPI (PhonePe, GPay, Paytm, BHIM) | Within 24–48 hours | 1–2 business days |
| Credit Card | Within 24–48 hours | 3–7 business days |
| Debit Card | Within 24–48 hours | 3–5 business days |
| Net Banking | Within 24–48 hours | 2–4 business days |
| Mobile Wallets (Paytm, etc.) | Within 24–48 hours | 1–3 business days |
| Cash on Delivery (COD) | Within 48–72 hours | 5–7 business days (bank transfer) |
Refunds are always made to the original payment method used for the order. We cannot process refunds to a different account, card or UPI ID than the one used during purchase.
If you have not received your refund within the above timelines, please first check with your bank. If the issue persists, contact us with your Order ID and payment reference number.
7 Replacements
In many cases, a replacement is faster and more satisfying than a refund — you get the fresh product you originally wanted. Selenium Kitchen offers free replacements for all eligible claims within our delivery zones.
- Replacements are dispatched the same day if the request is approved before 12:00 PM, or the next day for requests approved after 12:00 PM
- Replacements are delivered to the same address as the original order, unless you specify otherwise
- No additional delivery charge is applied for replacements resulting from our error
- If you would prefer a refund over a replacement, simply indicate this when contacting us
8 Cash on Delivery (COD) Orders
For Cash on Delivery orders where a refund is approved:
- Refunds are processed via bank transfer (NEFT/IMPS) to your preferred bank account
- Please provide your bank account number and IFSC code when raising a COD refund request
- Bank transfers are initiated within 48–72 hours of approval and credited within 5–7 business days
- We do not process COD refunds via cash pickup
9 Bulk & Corporate Orders
Bulk and corporate orders are governed by separate terms agreed at the time of the order. In general:
- Cancellations for bulk orders must be communicated at least 72 hours before the scheduled delivery date
- Cancellations within 72 hours of delivery may attract a cancellation fee of up to 25% of the order value, depending on the stage of preparation
- Quality issues affecting a portion of a bulk order will be assessed proportionally, with replacement or partial refund offered for the affected units
- For recurring corporate accounts, specific SLAs and refund terms are outlined in the partnership agreement
For bulk order refund enquiries, contact our corporate team at support@seleniumkitchen.com.
10 Contact Us
Our customer support team is available to help with any refund or cancellation query:
| +91 84485 55787 (Fastest — priority response) | |
| Phone | +91 84485 55787 |
| support@seleniumkitchen.com | |
| Support Hours | 8:00 AM – 10:00 PM, 7 days a week |
| Response Time | Within 2–4 hours on working days; within 12 hours on weekends |
