Last updated: 28 April 2026 · Effective date: 28 April 2026
This Refund & Cancellation Policy is published in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. We are committed to ensuring a fair and transparent experience for every customer.
1. Walk-in Purchases
For products purchased directly at any Arora Sweets outlet:
- Exchanges are accepted within 24 hours of purchase if the product is defective, damaged, or does not match what was ordered — with the original receipt.
- Refunds are provided if a replacement product is not available and the fault lies with us.
- We do not accept returns on food products that have been consumed, partially consumed, or where the original packaging has been opened, unless the product is defective.
- Perishable items (e.g., fresh mithai, namkeen) cannot be returned after purchase unless they are found to be unfit for consumption at the time of purchase.
2. Catering & Bulk Order Cancellations
The following cancellation policy applies to catering and advance bulk orders:
| Cancellation Notice |
Refund Amount |
Status |
| More than 7 days before delivery date |
100% refund of advance paid |
Full Refund |
| 3–7 days before delivery date |
50% refund of advance paid |
Partial Refund |
| Less than 3 days before delivery date |
No refund (ingredients procured & prep begun) |
No Refund |
| Day of delivery / no-show |
No refund |
No Refund |
To cancel a catering order, contact us immediately at arorasweets2018@gmail.com or call +91 99344 92744. Cancellations are only confirmed upon written acknowledgement from Arora Sweets.
3. Defective or Incorrect Products
If you receive a product that is:
- Defective or spoiled at the time of delivery/pickup
- Incorrect (different from what was ordered)
- Significantly different in quantity from what was agreed
Please notify us within 2 hours of receipt with photographs of the product. We will arrange a replacement or a full refund at our discretion, subject to verification.
4. Refund Process
4.1 Timeline
Approved refunds are processed within 7–10 working days from the date of approval, in line with RBI guidelines for payment refunds.
4.2 Refund Method
- Cash purchases: Refunded in cash at the outlet
- UPI / Digital payments: Refunded to the original payment source
- Card payments: Refunded to the original card (subject to bank processing times of 5–7 business days)
- NEFT / Bank Transfer: Refunded to the bank account details provided by you
4.3 Non-Refundable Situations
- Change of mind after order preparation has commenced
- Incorrect delivery address provided by the customer
- Customer unavailability at agreed delivery time (without prior rescheduling)
- Products that have been partially consumed
5. Order Modifications
Changes to a confirmed order (quantity, flavour, date) can be requested at least 48 hours before the scheduled preparation/delivery time, subject to availability. Modifications are not guaranteed and any price difference will be adjusted accordingly.
6. Delivery Issues
If we are unable to fulfil a confirmed order due to circumstances on our end (e.g., ingredient unavailability, operational issues), we will notify you as soon as possible and offer:
- A rescheduled delivery at a mutually agreed date, or
- A full refund of the amount paid
Arora Sweets is not liable for delivery delays caused by traffic, weather, or other circumstances beyond our control. However, we will make reasonable efforts to communicate and reschedule.
7. How to Raise a Refund Request
To raise a refund or cancellation request:
- Step 1: Contact us at arorasweets2018@gmail.com or call +91 99344 92744
- Step 2: Provide your order details (date, outlet, items purchased, amount paid)
- Step 3: Attach photographs if the claim relates to a defective or incorrect product
- Step 4: Our team will acknowledge your request within 48 hours and communicate the resolution within 7 working days
8. Consumer Protection Rights
Your statutory rights under the Consumer Protection Act, 2019 are not affected by this policy. If you are not satisfied with our resolution:
- Contact the National Consumer Helpline at 1800-11-4000 (Toll-Free) or visit consumerhelpline.gov.in
- File a complaint with the District Consumer Disputes Redressal Commission, West Champaran (Bettiah)
- Use the INGRAM portal (Integrated Grievance Redress Mechanism) for online complaints
For FSSAI-related food safety complaints, you may also contact the FSSAI Food Safety Helpline at 1800-11-2100 or visit foscos.fssai.gov.in.
9. Contact Us
For all refund, cancellation, or dispute queries:
- Email: arorasweets2018@gmail.com
- Phone: +91 99344 92744
- In person: Any Arora Sweets outlet, 9 AM – 10 PM daily
- Address: Arora Sweets, Supriya road, in front of Sameer Honda, Bettiah, Bihar – 845438
