Last updated: 23 September 2026
This Refund and Cancellation Policy applies to food and related items ordered from Lollyway through lollyway.com. Because prepared food is perishable and generally made to order, cancellation and return rules differ from non-perishable retail goods. This policy does not reduce any remedy that a consumer is entitled to under applicable law.
1. Cancelling an order
You may request cancellation before the outlet accepts the order or starts preparation. Once preparation has started, cancellation for change of mind may not be available because ingredients, kitchen time and delivery resources have already been committed. Contact Lollyway immediately if you need to cancel.
2. When Lollyway may cancel
We may cancel an order if an item becomes unavailable, the outlet cannot fulfil the order, the delivery address is outside the service area, customer/contact information is insufficient, payment fails, a safety or fraud concern arises, or an event outside reasonable control prevents fulfilment. If Lollyway cancels an order after receiving payment, the amount collected for the cancelled items/order will be refunded through an appropriate method.
3. Problems eligible for review and remedy
Please contact us as soon as reasonably possible if your order is materially incorrect, missing items, damaged/spilled, defective or unsafe, not as described, or delivered materially late. Depending on the circumstances and applicable law, the remedy may be replacement, redelivery, partial refund, full refund, store credit (only with your agreement), or another appropriate resolution.
4. Change of mind and taste preference
We normally cannot accept a return or refund solely because you changed your mind after preparation began, ordered the wrong item, were unavailable to receive the order, supplied an incorrect address/location, or did not personally like the taste where the food was otherwise correctly supplied and fit for consumption. This does not affect rights relating to defective, deficient, unsafe, incorrect or misdescribed goods or services.
5. Late delivery
If an order is delivered later than the stated or reasonably expected schedule, contact us so we can review the circumstances and provide the remedy required by applicable law. Delays caused by force majeure or circumstances outside reasonable control will be assessed accordingly.
6. Evidence and verification
To resolve an issue fairly, we may ask for the order number, registered phone/email, photographs of the delivered items or packaging, and a short description of the problem. Please keep the food and packaging until the complaint is reviewed where reasonably practical.
7. Refund method and timing
Approved refunds for prepaid orders are normally sent back to the original payment method where possible. For cash-on-delivery orders, if money has already been collected and a refund is approved, we may request suitable bank/UPI details or use another mutually agreed lawful method. We aim to initiate an approved refund within 5–7 business days; banks and payment providers may take additional time to credit the amount.
8. Delivery fees and partial refunds
Where only part of an order is affected, the refund may be limited to the affected item and any directly applicable charge. Where the entire order is cancelled or materially unusable due to Lollyway’s error, applicable delivery charges may also be refunded.
9. How to request cancellation or refund
Email lollyway@lollyway.com with your order number and the issue. For an active delivery, you may also use the contact options shown on your order/tracking page. We will review the request and communicate the outcome.
10. Consumer rights
Nothing in this Policy limits rights available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable law.