Refund and Cancellation Policy
Last updated: 5 August 2026
Every cake we make is prepared to order for a specific customer and a specific date. Nothing is held in stock. That shapes everything below, so we have tried to set it out plainly rather than bury it.
Cancelling an order
Our cancellation terms are tied to when production begins, not to when you ordered.
| When you cancel | What happens |
|---|---|
| More than 48 hours before delivery | Full refund |
| Within 48 hours of delivery | No refund — ingredients have been bought and preparation has begun |
| Custom and bespoke orders | Non-refundable once confirmed |
| Bulk and corporate orders | Terms as set out in your order confirmation |
To cancel, contact us on +91 90825 71880 or hello@mittimousse.com quoting your order number. A cancellation takes effect when we acknowledge it, not when you send the message.
Changing an order
Flavour, size, delivery date and delivery address can be changed up to 48 hours before delivery, subject to availability. After that the cake is in production and we generally cannot accommodate a change.
If we cancel
We may decline or cancel an order — if capacity for a date is full, if a price or description was wrong, if the address falls outside our delivery area, if we cannot safely meet a stated dietary requirement, or if the lead time is too short to make the product properly. Where we cancel, you receive a full refund.
Returns
Our products are perishable food items and cannot be returned or exchanged once delivered. This is standard for freshly prepared food and is a matter of food safety.
This does not affect your rights where a product is defective, materially different from what was ordered, or not of the quality you are entitled to expect.
If something is wrong with your order
Please tell us the same day. We can only assess a problem meaningfully while the cake is fresh.
- Contact us on +91 90825 71880 on the day of delivery
- Send clear photographs of the product, including the packaging as received
- Retain the product and packaging until we have responded — we may ask to collect it
- Avoid consuming a cake you intend to raise a claim about
We will assess each case on its facts and, where we are at fault, offer a replacement, a partial refund or a full refund, in discussion with you.
We are unlikely to be able to help where:
- the issue is reported more than 24 hours after delivery
- the product has been consumed in substantial part
- our storage guidance was not followed
- the complaint relates to a variation in appearance, colour or decoration — every cake is finished by hand and small variations are normal
- the complaint relates to personal taste preference rather than a defect
We are a small kitchen and we would far rather hear about a problem than not. Please tell us.
Failed deliveries
If we cannot complete a delivery because nobody is available, the address is incorrect or incomplete, the contact number is unreachable, or access is refused, the order is treated as fulfilled and no refund is due. The cake was made specifically for you, it cannot be resold, and it cannot survive being carried around the city while we wait. A redelivery, where possible, will be charged.
How refunds are paid
Approved refunds are made to the original payment method within seven to ten working days. Timing after that depends on your bank.
If a payment failed but an amount was debited from your account, it is normally reversed by your bank within seven to ten working days. Contact your bank in the first instance, and let us know so we can assist.
Contact us
Mitti & Mousse
52c Sindhi Society, Road No. 1, Sindhi Society, Chembur, Mumbai, Maharashtra 400071
Email: hello@mittimousse.com
WhatsApp: +91 90825 71880
Instagram: @mittiandmousse