Refund, Cancellation & Delivery Policy
Last Updated: June 2026
This Refund, Cancellation & Delivery Policy applies to all orders placed through our website, outlets, phone calls, WhatsApp, social media channels, delivery services, catering bookings, banquet bookings, hotel services, and other official ordering channels of Rameshwar's Annapurna Group.
This policy applies to:
- Rameshwar's Annapurna (Annapurna Pizza Hut)
- The Annapurna Restaurant
- Annapurna & Daughters
- 11th Avenue
- Rameshwar's Annapurna
- Hotel Shahz Palace
- Annapurna Bakery & Sweets
- Annapurna Sweets
- Annapurna Sweets & Restaurant
- Celebration Cakes & More
- Associated official future outlets and services
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1. General Policy
Most of our products are freshly prepared, customized, made-to-order, perishable, or time-sensitive in nature.
For this reason, cancellations, returns, and refunds are limited and subject to verification and management approval where applicable.
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2. Order Cancellation Policy
Standard Orders
Orders may be cancelled only if preparation has not started.
Customers may contact us to check the status of their order.
If preparation has not started:
- Cancellation may be approved.
- Full refund may be issued for prepaid orders.
If preparation has already started:
- Cancellation will generally not be permitted.
- No refund shall ordinarily be applicable.
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Customized Orders
The following are generally non-cancellable once confirmed:
- Customized Cakes
- Designer Cakes
- Photo Cakes
- Personalized Gifts
- Customized Hampers
- Customized Packaging
- Event Orders
- Corporate Orders
- Festival Orders
- Bulk Orders
Advance payments for such orders may be partially or fully non-refundable.
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Advance Orders
Orders booked in advance remain subject to preparation planning, inventory procurement, staffing, and scheduling.
Once confirmed, advance orders may not be cancellable except where approved by management.
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Catering & Banquet Bookings
Catering, banquet hall, hospitality, and event bookings may require advance payments.
Such advance payments may be fully or partially non-refundable depending on:
- Resources reserved
- Inventory purchased
- Staffing arranged
- Event proximity
Specific event terms communicated during booking shall apply.
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3. Out-of-Stock Products
Despite inventory controls, certain products may occasionally become unavailable.
In such cases we may:
- Offer a replacement product of similar value.
- Offer alternative options.
- Offer order cancellation.
If the customer declines available alternatives:
- The entire affected order may be cancelled.
- Full refund of amounts paid for the cancelled order may be processed where applicable.
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4. Refund Eligibility
Refunds may be considered in verified cases such as:
- Wrong item delivered.
- Missing item.
- Duplicate payment.
- Failed payment with successful debit.
- Verified quality issue.
- Approved cancellation before preparation.
- Product unavailable and no replacement accepted.
- Verified order processing error by us.
Refunds are not automatic and may require verification.
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5. Resolution Options
Depending upon circumstances, resolution may include:
- Replacement Product
- Redelivery
- Store Credit
- Credit Note
- Discount Coupon
- Partial Refund
- Full Refund
The resolution method shall be determined based on facts, verification, operational feasibility, and applicable law.
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6. Wrong Item Delivered
If a wrong item is delivered due to our verified error:
Customers should notify us as soon as reasonably possible.
Subject to verification, we may:
- Replace the item.
- Redeliver the correct item.
- Provide refund.
- Provide store credit.
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7. Missing Item Policy
Customers should verify their order upon delivery wherever reasonably possible.
If an item is genuinely missing from the order due to our error, we may offer:
- Delivery of the missing item.
- Refund of the missing item's value.
- Credit for future purchase.
Any future credit offered must generally be used within 30 days unless otherwise stated.
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8. Portion Size & Product Variations
Many products are handmade.
Minor differences in:
- Decoration
- Appearance
- Color
- Shape
- Garnishing
- Packaging
shall not ordinarily qualify for refund.
However, if a product materially differs from the ordered specification due to a verified error, an appropriate remedy may be considered.
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9. Food Quality Issues
Verified quality concerns may be investigated.
Customers may be asked to provide:
- Photographs
- Product details
- Bill copy
- Order details
Where a genuine issue is verified, suitable resolution may be provided.
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10. Product Storage Responsibility
Customers must store products appropriately after delivery.
Recommended storage:
Cakes
Refrigerate immediately upon delivery unless otherwise instructed.
Bengali Sweets
Refrigerate and consume promptly.
Khoya-Based Sweets & Laddus
Best consumed within approximately 4 days.
Kaju & Dry Fruit Sweets
Best consumed within approximately 10 days.
Actual shelf life may vary depending on temperature, storage, handling, and product type.
We are not responsible for deterioration caused by improper storage after delivery.
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11. Gift Items
Gift products, hampers, decorative items, packaging materials, baskets, and similar non-food products are generally non-returnable and non-refundable unless damaged due to a verified error attributable to us.
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12. Delivery Policy
Delivery times are estimates only.
Delays may occur due to:
- Traffic
- Road Closures
- Weather Conditions
- Festival Rush
- Staff Shortages
- Vehicle Issues
- Technical Issues
- High Order Volumes
- Force Majeure Events
- Third-Party Delays
Delivery times are not guaranteed.
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13. Large Orders & Bulk Orders
Large-volume orders may require additional preparation and delivery time.
Customers are encouraged to place such orders well in advance.
Preparation may begin earlier for operational reasons.
Once production begins, cancellation may not be possible.
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14. Customer Contact Responsibility
Customers must provide:
- Correct Name
- Active Mobile Number
- Accurate Address
- Landmark Details
Customers should remain reachable during the delivery window.
Failure to provide accurate information may affect delivery.
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15. Unreachable Customer Policy
Delivery personnel may attempt to contact customers for successful handover.
If the customer is unreachable:
- Multiple contact attempts may be made.
- Reasonable waiting time may be provided where feasible.
If the customer remains unreachable:
- Delivery may fail.
- Re-attempt may be unavailable.
- Re-attempt charges may apply.
- Refund may not be available.
Operational decisions shall depend on product type and circumstances.
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16. Wrong Address Provided
Customers are responsible for providing accurate delivery addresses.
Where a wrong or incomplete address is supplied:
- Additional delivery charges may apply.
- Delays may occur.
- Delivery may be declined.
- Refund may not be available.
Requests for delivery to a new address remain subject to feasibility.
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17. Cash on Delivery (COD)
Customers should:
- Verify products.
- Verify cash paid.
- Verify balance returned.
before completing delivery acceptance.
Claims relating to cash discrepancies, excess payment, or missing change reported after completion may be difficult to verify and may not always be accepted.
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18. Billing & Invoice Responsibility
Customers should collect and retain their bill or invoice.
Invoices may be provided:
- Physically
- Electronically
- Through WhatsApp
- Through email
- Through other approved channels
Customers should not make payments outside official billing channels.
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19. Third-Party Delivery Platforms
Orders placed through:
- Zomato
- Swiggy
- ONDC
- Other ordering platforms
may be subject to their own:
- Refund Policies
- Cancellation Policies
- Support Procedures
- Payment Systems
Customers should first contact the respective platform for platform-related disputes.
Refunds relating to platform orders may be processed through the platform according to their policies.
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20. Third-Party Delivery Personnel
Some deliveries may be performed by independent logistics providers.
While we remain responsible for preparing and handing over the order correctly, transportation-related matters solely attributable to independent delivery providers may be governed by their policies and applicable law.
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21. Non-Refundable Situations
Refunds generally shall not be available for:
- Change of mind.
- Incorrect customer order selection.
- Delay caused by incorrect customer information.
- Failure to answer delivery calls.
- Product dissatisfaction based solely on personal taste preferences.
- Minor variations in appearance.
- Product images used for illustration.
- Packaging material differences.
- Website representation differences.
- Nutritional information estimates.
- Delays caused by force majeure events.
- Customized products after confirmation.
- Gift products after dispatch.
- Orders consumed, partially consumed, altered, or mishandled after delivery.
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22. Refund Processing Time
Approved refunds may require reasonable processing time depending on:
- Payment method
- Banking systems
- Payment gateway providers
- Platform policies
Actual timelines may vary.
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23. Contact Us
Phone / WhatsApp: +91 9771486101
Email: annapurnamth@gmail.com
Rameshwar's Annapurna Group
Serving Motihari Since 1983