Legal

Cancellation & Refund Policy

Last updated: 4 July 2026

We want you to love every Bruwon order. Because our chocolates are freshly made, perishable food items, this policy explains when orders can be cancelled and how refunds are handled.

1. Order cancellation

  • You may cancel your order within 2 hours of placing it, provided it has not yet been packed or dispatched.
  • To cancel, email support@bruwon.com with your order number as soon as possible.
  • Once an order has been packed or handed to the courier, it can no longer be cancelled.
  • If we cancel your order (e.g. item unavailable or delivery not serviceable), you will receive a full refund.

2. Returns

As our products are perishable food items, we are unable to accept returns or exchanges for reasons of change of mind, taste preference, or incorrect ordering. This is in line with standard food-safety practice.

3. Damaged, defective or wrong items

We stand behind the quality of every box. We will replace or refund your order if:

  • The product arrived damaged, spoiled or melted beyond acceptable condition.
  • You received the wrong item.
  • The order was incomplete.

To claim, email support@bruwon.com within 24 hours of delivery with your order number and clear photos of the product and packaging. Once verified, we will arrange a replacement or a refund.

4. Refund method & timeline

  • Approved refunds are processed to your original payment method via Razorpay.
  • Refunds are typically initiated within 2–3 business days of approval.
  • After initiation, it may take 5–7 business days for the amount to reflect in your account, depending on your bank or card issuer.
  • Shipping charges are non-refundable unless the cancellation or error was on our side.

5. Failed or duplicate payments

If your payment was debited but the order was not confirmed, or you were charged more than once, the amount is usually auto-reversed by Razorpay within 5–7 business days. If it isn’t, contact us with your payment reference and we will resolve it.

6. Contact

For any cancellation or refund request, reach Bruwon at support@bruwon.com or +91 00000 00000 (Mon–Sat, 10:00 AM – 6:00 PM IST).