Cancellation & refund policy

Cancelling an order

• You can cancel an order yourself from My account → My orders any time before it is out for delivery. After that, it can no longer be cancelled.
• If you paid online, the full amount is refunded to your original payment method (see timelines below). Cash on delivery orders need no refund.
• We may cancel an order if an item is out of stock, the address is outside our delivery area or we cannot reach you. Any amount you paid is refunded in full.

Returns, replacements and refunds

Our cookies are fresh food items, so we cannot accept returns or exchanges for change of mind, taste preference or wrong ordering. We will, however, replace or refund your order if:

• the cookies arrive broken, crushed, stale, spoilt or damaged;
• you received a different product from what you ordered; or
• an item or part of the order is missing.

How to ask

Within 24 hours of delivery, open My account → My orders, choose the order and tap Return / replacement. Add a clear photo of the pack and the problem, since this helps us decide quickly. You can also WhatsApp us at +917339935699 or write to support@kookiwala.in with your order number.

We review each request, usually within one working day. If it is approved you can choose a free replacement (subject to stock) or a refund. For damaged or wrong items we do not need the product back.

How refunds are paid

• Online payments (UPI, cards, net banking): refunded to the same account or card you paid from. We start the refund as soon as it is approved, and it usually reaches you in 5–7 working days depending on your bank.
• Cash on delivery orders: the refund is sent to your UPI ID or bank account, which we will ask you for once the request is approved.
• If the amount paid was reduced by a coupon, the refund is for the amount you actually paid.
• Delivery fees are refunded only when the whole order is cancelled or when the error was ours.

Failed or double payments

If money was debited but your order was not created, it is automatically reversed to your account within 5–7 working days. If you do not receive it, send us the payment ID or a screenshot and we will follow it up with our payment partner.

Contact us

If you have any question about a cancellation or refund, reach us here: