Refund & cancellation

You may cancel an order within 2 hours of placing it, provided baking has not started. Email us at support@culturedcookieco.com with your order number — a cancellation is only effective once we confirm it by email.

For an order cancelled inside that window, the full amount paid is returned to your original payment method within 5–7 business days.

After baking has started, or once the parcel has been handed to the courier, the order cannot be cancelled.

We do not accept returns. Food that has left our kitchen cannot be taken back, restocked, or resold under food-safety rules — this applies to every product we sell, including build-a-box orders.

We do not refund delivered orders. That includes change of mind, a flavour you did not enjoy, a gift that was not wanted, and orders that failed delivery because of a wrong or incomplete address.

There are only two cases where money goes back to you:

• You cancelled inside the 2-hour window — full amount returned to the original payment method within 5–7 business days.
• We could not fulfil the order — for example a product became unavailable after you paid, or your pincode turned out to be unserviceable. You choose a substitute or the full amount is returned.

Failed or duplicate payments where no order was created are reversed by Razorpay directly to your bank or card, typically within 5–7 business days. That reversal is handled by the payment gateway and your bank, not by us.

If your box arrives crushed, short of items, or with the wrong products, we fix it with a free replacement — not a refund.

• Tell us within 24 hours of delivery.
• Email your order number plus photos of the outer packaging and the cookies to support@culturedcookieco.com.
• Keep the packaging until the claim is closed — the courier may ask for it.
• Once verified, the replacement is baked and dispatched at our cost on the next working day.

Claims raised after 24 hours, or without photos, cannot be verified against the courier and cannot be honoured.

Small differences between batches are normal in slow-fermented, hand-shaped baking and are not grounds for a replacement: minor variation in size, spread, colour, or surface cracking, and a difference in appearance from the product photography.

Email support@culturedcookieco.com with your order number. We reply within one working day, and claims are closed within 3 working days of receiving your photos.