Cancellation & Returns Policy

Effective Date: 12 April 2026

Last Updated: 12 April 2026

This Cancellation & Returns Policy (“Policy”) applies to all orders placed on glenaryscafe.com and governs your rights with respect to cancellations, returns, replacements, and refunds. As a fresh food business, our policy is shaped by the perishable nature of our products and applicable Indian consumer protection law.

By placing an order with Glenary’s Cafe, you acknowledge and agree to the terms set out in this Policy.

1. Important Notice — Perishable Goods

All products sold by Glenary’s Cafe are freshly prepared perishable food items. Due to the nature of these products:

  • Items cannot be returned to us once delivered for hygiene and safety reasons.
  • Refunds and replacements are limited to the specific circumstances described in this Policy.
  • We strongly encourage you to review your order carefully before confirmation.

This Policy is consistent with the Consumer Protection Act, 2019 and the Food Safety and Standards Act, 2006 (India), which recognise the distinction between perishable and non-perishable goods.

2. Order Cancellations by You

2.1 Standard Orders (Breads, Pastries, Snacks, Savouries)

You may cancel a standard order under the following conditions:

  • Cancellations requested within 2 hours of order placement will be accepted with a full refund.
  • Cancellations requested more than 2 hours after order placement but before preparation has begun will be considered on a case-by-case basis. A partial refund may be offered at our discretion.
  • Once an order has entered production (typically the evening before the delivery date), cancellations will not be accepted and no refund will be issued.

2.2 Birthday & Celebration Cakes

Custom cake orders are subject to more stringent cancellation terms due to the bespoke nature of the product:

  • Cancellations made more than 48 hours before the scheduled delivery date: Full refund.
  • Cancellations made between 24 and 48 hours before the scheduled delivery date: 50% refund. The remaining 50% covers materials and preparation costs already incurred.
  • Cancellations made less than 24 hours before the scheduled delivery date: No refund. The cake will have been fully baked and decorated at this stage.
  • No-shows or failure to receive the delivery without prior cancellation: No refund.

2.3 Corporate Packet Lunch Orders

  • Cancellations submitted in writing at least 24 hours before the scheduled delivery: Full refund.
  • Cancellations submitted less than 24 hours before the scheduled delivery: No refund. Preparation will have commenced.
  • Cancellations for recurring or bulk corporate orders must be submitted in writing at least 48 hours in advance.

2.4 How to Request a Cancellation

All cancellation requests must be submitted via one of the following channels:

  • WhatsApp: +91 96793 48821
  • Email: sales@glenaryscafe.com

Please include your order number, registered name, and the reason for cancellation. Verbal requests at our outlets are not accepted for online orders.

3. Cancellations by Glenary’s Cafe

We reserve the right to cancel any order in the following circumstances:

  • A product becomes unavailable after your order is confirmed
  • A pricing error is identified on the product you have ordered
  • Payment has not been received, is declined, or is found to be fraudulent
  • Your delivery address falls outside our current delivery zone
  • Circumstances beyond our control (force majeure events) prevent fulfilment

In all cases where we cancel an order, you will receive a full refund to your original payment method within 5–7 business days. We will notify you promptly of the cancellation and reason.

4. Refund Policy

4.1 Eligible Refund Scenarios

Refunds will be issued in the following circumstances:

  1. The order was cancelled by us for any reason.
  2. The order was cancelled by you within the applicable cancellation window.
  3. You received a product that was materially different from what you ordered (wrong item delivered).
  4. The product delivered was clearly damaged, spoiled, or inedible upon delivery and you reported it within 2 hours of receipt with photographic evidence.
  5. A verified delivery failure occurred due to our error (e.g. incorrect address on our part, non-delivery with no contact attempt).

4.2 Non-Eligible Refund Scenarios

Refunds will not be issued in the following cases:

  • You simply changed your mind after the cancellation window has passed
  • You provided an incorrect delivery address or were unavailable to receive the delivery
  • The product appearance differs slightly from website images (minor variations in decoration, icing, etc.)
  • Damage occurred after delivery due to improper handling or storage on your part
  • The complaint is raised more than 2 hours after delivery
  • The product has been partially or fully consumed before the complaint is raised
  • Allergic reactions arising from failure to disclose dietary requirements before ordering

4.3 Refund Process

Approved refunds will be processed as follows:

  • Online payments (UPI, card, wallet): Refunded to the original payment source within 5–7 business days.
  • Prepaid corporate orders: Refunded via bank transfer within 7–10 business days.

We do not issue refunds in cash for online orders. Refund timelines are subject to your bank’s processing schedule and are beyond our control once initiated.

5. Returns

Given the perishable nature of our products, we do not accept returns of food items. Under no circumstances should you attempt to return a food item to our outlet or delivery personnel after it has been delivered.

If you have a quality complaint, please follow the process described in Section 6 below.

6. Quality Complaints & Replacements

We are committed to delivering food that meets our high standards of freshness and quality. If you are dissatisfied with the quality of a product received, please follow this process:

  1. Contact us within 2 hours of delivery via WhatsApp (+91 96793 48821) or email (sales@glenaryscafe.com).
  2. Provide your order number, a clear description of the issue, and photographic evidence of the defective or incorrect product.
  3. Our team will review your complaint and respond within 4 business hours.
  4. If your complaint is upheld, we will offer either a replacement (delivered on the next available day) or a full or partial refund at our discretion.

Complaints raised after 2 hours of delivery or without photographic evidence may not be considered. We recommend inspecting your order upon receipt.

7. Partial Deliveries

If part of your order is missing or an item is substituted without prior notice, please contact us within 2 hours of delivery. We will either:

  • Arrange delivery of the missing item(s) at the earliest opportunity, or
  • Issue a partial refund for the undelivered or substituted item(s)

Minor substitutions of equivalent value (e.g. a flavour variant) made due to stock unavailability may not qualify for a refund but will be communicated in advance where possible.

8. Loyalty Points & Promotions

If a refund is issued for an order against which loyalty points were earned, those points will be deducted from your Glenary’s Club account proportionally. Points redeemed as part of the original transaction will not be re-credited.

Promotional discounts, offers, or vouchers applied to an order are non-refundable in cash. If an eligible refund is issued for a discounted order, only the amount actually paid will be refunded.

9. Consumer Rights Under Indian Law

Nothing in this Policy limits or excludes your statutory rights as a consumer under:

  • The Consumer Protection Act, 2019
  • The Food Safety and Standards Act, 2006
  • The Consumer Protection (E-Commerce) Rules, 2020

If you believe your statutory rights have been violated, you may lodge a complaint with the National Consumer Helpline (NCH) at 1800-11-4000 or through the consumer courts in Siliguri, West Bengal.

10. Amendments to This Policy

We may update this Cancellation & Returns Policy at any time. Changes will be posted on our Site with a revised effective date. Your continued use of our services after any update constitutes acceptance of the revised Policy.

11. Contact Us

If you have any questions regarding this policy, please contact us:

Business Name: Glenary’s Cafe

Website: glenaryscafe.com

Email: sales@glenaryscafe.com

Phone / WhatsApp: +91 96793 48821

Address: Marina’s Motel, Bihar More, towards Nepal Road, Bagdogra, West Bengal — 734014

For all cancellation, refund, and quality-related queries, please contact us via WhatsApp for the fastest response. Our team is available Monday to Saturday, 9:00 AM – 7:00 PM.