Cancellation, Returns & Refunds

Cancelling an order

All orders are Cash on Delivery (COD). After you place an order, our team will call you to confirm it. You can cancel during that confirmation call. Once you confirm the order, it cannot be cancelled, including orders placed for a future delivery date.

If we cannot confirm an order with you, we may be unable to prepare or deliver it. You will not be charged for an order that is not delivered.

Returns and exchanges

Our desserts are perishable and hygiene-sensitive. We do not accept returns or exchanges after delivery, including for a change of mind, an accidental order, or a preference about flavour or texture. There is no return window, return method, return shipping charge, or restocking fee for these products.

This does not prevent you from reporting an order that arrives incorrect, incomplete, damaged, or with a possible quality or food-safety issue. We will review those concerns under the section below. You do not need to send food back unless we specifically ask you to keep it available for our review.

If something is wrong with your delivery

Please check your order when it arrives and contact us as soon as possible, ideally within 24 hours of delivery. For a possible food-safety concern, stop consuming the product and contact us promptly. A delay in reporting will not automatically rule out a genuine concern; it may make it harder to verify what happened with a fresh product.

Message our team on WhatsApp: +92 322 3274161 with:

• Your order number and the name or phone number used for the order.
• A short description of the issue and which item is affected.
• Clear photos of the product and packaging, if available. For a missing item, a photo of the full delivery is helpful.

Our support hours are daily, 11:00 AM–10:00 PM (Pakistan time). If you message outside these hours, we will review it when support reopens. You can also use the contact options listed on our Contact page.

How we resolve a valid claim

We assess the order details, your account of the problem, any available photos, and our preparation and delivery records. A refund is considered only when we determine that Flan Fudge was at fault, such as an incorrect or missing item, damage before delivery, or a verified product-quality issue. Depending on the circumstances, we may offer a replacement product instead. We will explain the proposed resolution to you before arranging it.

Where we approve a refund, we will confirm the amount and a practical way to return your COD payment with you. Approved refunds are processed within 10 business days of approval. Business days exclude weekends and public holidays in Pakistan. A replacement, where offered and accepted, will be arranged according to product availability and a mutually agreed delivery time, at no additional charge for the affected item.

We do not offer a refund or replacement for a change of mind, personal taste preference, or damage that occurs after the order has been handed over in good condition. This policy does not limit any rights you may have under applicable consumer law.

Delivery questions

We deliver to eligible addresses in Islamabad and Rawalpindi; there is no pickup option. Delivery availability and the applicable fee are shown or confirmed during checkout before you place the order. If your order does not arrive or there is a delivery problem, contact us on WhatsApp with your order number so we can check it.