Cancel free until the evening before we bake.

Nothing at Crumbor is baked in advance or kept in stock. When you order, you book a place in the next bake — Monday or Thursday — and orders for that bake close at 6pm the evening before. That evening we add up every box, buy what the bake needs, and prep. The next morning your cookies are baked, packed and handed to the courier.

Until the cutoff, a cancellation costs us nothing, so it costs you nothing. After it, your cookies are being made for you: the butter is bought, the dough is mixed, and a box baked for one order cannot be sold to anyone else. That is the only reason an order cannot be cancelled after the cutoff.

Your own cutoff, with its date, is shown at checkout before you pay, and again in your confirmation email and on your order page. All times are Indian Standard Time.

• Reply to your confirmation email, or write to hello@crumbor.in from the address you ordered with, before the cutoff.
• What counts is when your message reaches us, not when we read it. If it arrives before the cutoff, the order is cancelled.
• We refund the whole order, shipping included, and email you when the refund has been sent.

A paid order cannot be changed or split. If you want a different mix, cancel before the cutoff and place a new order while the bake still has room.

Once the cutoff has passed, an order cannot be cancelled or refunded because plans changed — if you no longer want it, picked a different mix than you meant to, or will be away when it arrives. If you will be away, a neighbour or someone else at the address can take the box in.

Every cookie's page lists its ingredients and allergens. Please check them before you order: we cannot refund a box because a cookie contained something it declared.

When you press Pay, we hold your cookies for 15 minutes while you finish paying. If the payment fails or you do not finish, nothing is charged and the cookies go back on the shelf. If your bank shows a pending amount, the bank releases it on its own.

Rarely, a payment is approved only after the hold has ended — a UPI approval that arrives late, say. If that happens we will either bake the order or refund it in full, and email you to say which. Please do not pay a second time.

A kitchen this small can be stopped by illness, a power cut or a festival. If a bake is cancelled, every order in it is either refunded in full or moved to the next bake, and we email you to say which.

We move an order only when the next bake has room for it and is baking every cookie in it. The flavour of the week changes, and we will not swap a cookie you chose for one you did not — so if yours has rotated off the menu, you are refunded.

If you would rather have it the other way round — a refund instead of the later bake, or the later bake instead of a refund — reply to that email and we will arrange it.

Tell us within 48 hours of delivery, with a photo of the outer box and one of what was inside, and keep them until we reply.

• Damaged in transit — crushed, soaked, or broken past eating: we refund the boxes affected, or the whole order if all of it is.
• Wrong or missing cookies — a box that is not what you ordered, or short: we refund what is wrong or missing.
• Past its best — our cookies are best within 7 days of baking, and the bake date is printed on the box. If a delay means your box reaches you more than 7 days after that date, we refund it in full.

Cookies travel by road. A cracked edge or a few crumbs in the wrapper is normal, and is not damage.

Arrival dates are the courier's estimates. If your box has not come by the end of its window, write to us and we will chase the courier ourselves.

• Lost by the courier: if the courier confirms the parcel is lost, or it has still not arrived 7 days after the bake date, we refund the order in full.
• Could not be delivered because the address was wrong or incomplete, the phone number could not be reached, or nobody would accept it: we cannot refund. The cookies are perishable, and a returned parcel cannot be sent out again or sold.

So please check the address and mobile number before you pay. If you spot a mistake, write to us before the cutoff and we will correct it.

• Refunds go back through Razorpay to the card, UPI account, bank account or wallet you paid with. We cannot refund in cash or to a different account.
• We send a refund within two working days of agreeing to it.
• Your bank then takes five to seven working days to show it on your statement.
• Your order page shows the refund once it is sent, and we email you to confirm.

Anything not covered here? See our shipping & delivery policy or terms, or just ask.

Write to hello@crumbor.in — it reaches the kitchen, and we aim to reply within one working day.

If we have not put something right, raise it with our grievance officer, Tharunniha, at hello@crumbor.in. We acknowledge every complaint within 48 hours and resolve it within one month of receiving it.

Crumbor · 180/A1, Mount Pleasant Road, Udhagamandalam (Ooty), The Nilgiris, Tamil Nadu 643001