Refund & Cancellation Policy

1. General policy

Because our items are freshly prepared, made-to-order, and perishable, all sales are final once an order is confirmed and preparation has begun. We do not offer cancellations, exchanges, or refunds for change of mind, incorrect selection by the customer, subjective taste/quality preference, or failure to collect an order within the notified pickup window, except as expressly set out below or as required by applicable law.

2. When a refund may be available

We will consider a refund or store credit only in the following circumstances:

• We are unable to fulfil your order due to unavailability of an item, an operational issue, or a decision on our part to cancel the order before preparation.
• You received the wrong item, a materially incomplete order, or an item that does not meet applicable food-safety standards, reported as set out in Section 3.
• Your payment was successfully debited but the order was not confirmed on the Platform due to a technical or gateway failure.
• A duplicate charge was made for the same order due to a payment-gateway error.

3. How to request a refund

• Contact us at support@puffandbrew.com or through the Platform within 2 hours of order placement or collection, whichever is later, quoting your order ID.
• For wrong/incomplete/quality issues, provide the order ID and, where possible, a photograph of the item received, to help us verify the issue.
• Requests made after this window, or without reasonable supporting information, may be declined at our discretion.

4. How refunds are issued

• Approved refunds are, by default, issued as Puff & Brew Card store credit, which can be used towards future orders.
• A refund to the original payment method (PhonePe/Paytm/UPI/card) will only be made where store credit is not appropriate, where required by the applicable payment aggregator’s policy, or where we otherwise decide to do so at our sole discretion, and may take 7–10 business days to reflect, depending on your bank or payment provider.
• We do not offer cash refunds at any point of sale.

5. Puff & Brew Card (wallet) top-ups

• Top-ups to the Puff & Brew Card are non-refundable and non-transferable once credited, except where the balance remains wholly unutilised and you submit a written request to support@puffandbrew.com for closure of your wallet, in which case we will process the refund of the unutilised balance to your original payment method within a reasonable time, in accordance with applicable law and payment-aggregator rules.
• The Puff & Brew Card is a closed-loop instrument and cannot be redeemed for cash, withdrawn, or transferred to another person or business.
• We reserve the right to deduct any amount credited to a wallet in error, or credited/used through fraud, promotional abuse, or a technical glitch.

6. Situations not eligible for refund

• Change of mind after an order is placed or after preparation has begun.
• Dissatisfaction with taste, temperature, or recipe variation that does not amount to a food-safety or quality defect.
• Delay in pickup/delivery caused by circumstances beyond our reasonable control (traffic, weather, third-party delivery partner, force majeure).
• An order that was fully or partially consumed.
• Failure to collect the order within the notified pickup window.
• Incorrect customisation or item selected by the customer at the time of ordering.

7. Quality and food-safety complaints

If you have a genuine food-safety concern, please contact us immediately at support@puffandbrew.com with details of the item and issue. We will investigate in good faith, and the resolution (which may include store credit, a replacement, or, where warranted, a refund) will be at our reasonable discretion based on the outcome of that investigation.

8. Chargebacks

If you have a concern about a charge, please contact us first at support@puffandbrew.comso we can attempt to resolve it directly. Initiating a chargeback or payment dispute without first contacting us may result in suspension of your account and the Puff & Brew Card while the matter is investigated, and we reserve the right to contest any chargeback we believe to be unwarranted with evidence of order fulfilment.

9. Changes to this policy

We may update this Refund & Cancellation Policy at any time by posting the revised version on the Platform with an updated “Last updated” date. The policy in effect at the time you place an order will apply to that order.

10. Contact us

For any refund or cancellation query, write to support@puffandbrew.com.