Crafted Fresh, Made to Order
At Urban Mithai, every product is freshly prepared against confirmed orders. Since our mithai and desserts are perishable in nature, we do not offer refunds, returns, or exchanges for reasons such as change of mind, incorrect order placement, or personal taste preferences.
However, we are committed to making things right in case something goes wrong from our end.
When We Will Make It Right
You may request a refund or replacement if:
- Your order was not delivered despite successful payment
- The package was significantly damaged during transit, making the items unfit for consumption
- You received incorrect items, quantity, or customization that does not match your order confirmation
What We Need From You
To help us resolve your issue quickly:
- Notify us within 2 hours of delivery
- Share clear visual evidence (photos/videos) of the product and packaging Provide relevant order details
- Include your order details (name, contact number, order date, and delivery address)
Our team is available via WhatsApp and official contact channels listed on our website.
Non-Refundable Situations
Refunds or replacements will not be applicable in cases such as:
- Change of mind or ordering by mistake
- Personal taste preferences (e.g., sweetness, texture, flavor)
- Failed delivery due to incorrect address, unavailability, or unreachable contact details
- Minor variations in design, shape, or decoration, as all products are handmade in small batches
For hygiene and safety reasons, we do not accept returns of delivered food products.
Refund Process & Timelines
- Once we receive your request, our team will review it within 2–3 working days
- If approved, refunds will be processed via the original payment method
- The amount typically reflects within 7–10 working days, depending on your bank or payment provider
In certain cases, we may offer:
- A replacement order
- Store credit or a coupon of equivalent value
Order Cancellation
As all orders are freshly prepared:
- Cancellations are only accepted before preparation begins
- The exact cancellation window (if applicable) will be mentioned at checkout or on the product page
- Orders cancelled after this window may not be eligible for a refund
When We May Cancel an Order
Urban Mithai reserves the right to cancel an order in situations such as:
- Product or ingredient unavailability
- Operational or delivery constraints (currently Gurgaon-only delivery)
- Incorrect pricing or listing errors
- Unforeseen circumstances (e.g., weather, safety issues)
In such cases, a full refund will be issued
Need Help?
For any concerns or support, please contact us through the details provided on our website or WhatsApp. We’re here to help and ensure you have a smooth experience with Urban Mithai.