Ordering & Refunds

This policy governs how you place orders on Elure Bakehouse, how payments are collected, cancellations, refunds, chargebacks, and related timelines. It supplements our Delivery Policy and the Policies summary. By paying for an order, you agree to this policy as applicable at checkout.

Elure Bakehouse is the seller of the goods. Card, UPI, netbanking, wallet, and other payment methods shown at checkout are processed by Razorpay Software Private Limited (“Razorpay”) as a payment aggregator / payment gateway, or by another provider we may display at checkout from time to time. Your bank or card issuer may show Razorpay (or the relevant provider) on SMS, email, or statements. The contract of sale for products remains between you and us.

All prices are in INR unless stated otherwise. Applicable GST or other statutory taxes and shipping fees are shown at checkout before you confirm payment. We may correct pricing errors before acceptance of your order; if an error is discovered after payment, we will contact you with options (including refund) before fulfilment where required by law.

Your order is an offer to purchase. We may accept or decline orders for operational, fraud-prevention, compliance, inventory, or serviceability reasons. Payment capture does not by itself mean acceptance if we cannot lawfully or reasonably fulfil the order; in that case we will notify you and process a refund as described below.

Depending on the payment method, your bank may place an authorisation hold at checkout. If payment fails, times out, or is reversed before capture, no charge is completed. If a duplicate or erroneous charge appears, contact us with your order ID and transaction reference; we will coordinate with Razorpay / your bank as applicable. Final settlement timelines for successful payments follow RBI / NPCI / card network rules and your bank’s processes.

You may request cancellation before the order is dispatched by contacting us with your order number. If we can stop fulfilment, we will cancel the order and initiate a refund to the original payment method where payment was already captured. Once dispatched, cancellation is treated as a return / non-delivery case under carrier rules and Section 7–9 below.

We will initiate a refund where: (a) you validly cancel before dispatch and payment was captured; (b) we cannot fulfil your paid order; (c) we confirm a service failure or material error on our side; (d) we approve a claim under our Delivery Policy (e.g. verified damage or missing items); or (e) applicable law requires a refund. Refunds are generally made to the original payment method. We do not guarantee instant credit to your bank account or card; settlement depends on Razorpay, card networks, NPCI (for UPI), and your issuing bank.

After we approve a refund, we aim to initiate it with Razorpay within 5 business days of approval (excluding Sundays and India public holidays), unless a longer investigation is required (e.g. disputed delivery, suspected fraud). “Initiation” means submitting the refund request to our payment provider; it does not mean the money has already reached your account.

Once Razorpay processes a refund, timelines to your account are outside our direct control. As a general guide under common industry practice in India (and subject to your bank’s policies): UPI refunds often reflect within a few hours to a few business days; cards may take several business days and sometimes up to one or two billing cycles; netbanking may take multiple business days. These ranges are indicative only; delays can occur during weekends, holidays, reconciliation, or issuer-side holds.

Where only part of an order is affected (e.g. one line item damaged), we may issue a partial refund or partial replacement after verification. Shipping fees are generally non-refundable unless the entire shipment failed due to our error or carrier failure before delivery.

If you raise a chargeback or payment dispute with your bank, Razorpay may hold or reverse funds in line with card network / bank rules. Please contact us first so we can attempt to resolve the issue without unnecessary disputes. Fraudulent chargebacks may result in account restrictions and recovery actions permitted by law.

Refunds are processed electronically to the original method where technically possible. We do not provide cash refunds at the door for online card/UPI/wallet payments.

For payment-related concerns with Razorpay, you may also use Razorpay’s published support channels. For product, order, or refund status from us: Email Elurebakehouse@gmail.com · Phone +91 81081 02400