Order changes
Refunds and cancellations.
These deadlines help us plan ingredients, handmade production, and limited fulfillment capacity fairly.
Menu orders
A menu order may be cancelled for a full refund when the request reaches Hew & Frost no later than 48 hours before its scheduled pickup or delivery window.
Cancellations received after that deadline are non-refundable because ingredients, production time, and capacity may already have been committed to the order.
Custom orders
A custom-order cancellation request must reach Hew & Frost at least four full days before the scheduled pickup or delivery date.
Custom-order advances and other amounts paid toward a bespoke order are non-refundable because design work, ingredients, and production capacity are reserved specifically for that order. In a genuine emergency, Hew & Frost may consider a reschedule, credit, or exception case-by-case, but an exception is not guaranteed until confirmed in writing.
Problems with an order
Because our products are perishable, we do not accept returns for a change of mind. If an item is incorrect, unsafe, or materially different from the confirmed order, contact us as soon as reasonably possible with the order details and supporting photographs where appropriate.
Delivery by an independent third-party carrier is subject to the Delivery Policy. These policies do not limit any right or remedy that cannot lawfully be excluded under applicable Indian consumer law.
How refunds are processed
Approved online-payment refunds are initiated to the original payment method. Normal Razorpay refunds are generally processed within 5–7 working days after initiation, although the customer’s bank or payment provider may take additional time to reflect the credit.
To request a cancellation or refund review, contact Hew & Frost using the email address or Indian phone numbers on the Contact page and include the order number.