Cancellation & Refund Policy – Lucents

Last updated: 23 December 2025

Lucents (“we”, “our”, “us”) is a cloud bakery operating on a fresh, made-to-order basis. This Cancellation & Refund Policy governs all orders placed with Lucents through WhatsApp, Instagram, phone calls, or any other platform. By placing an order, the customer agrees to the terms set out below.

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1. Nature of Products

All Lucents products are freshly prepared, perishable, and often customised. Due to this nature, all orders are treated as final, except in limited circumstances expressly mentioned in this policy.

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2. Order Confirmation

An order is considered confirmed only after full advance payment is received and order details are acknowledged by Lucents. Once confirmed, the order enters preparation planning and ingredient allocation.

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3. Cancellation Policy

Cancellations are not permitted once an order is confirmed. This includes cancellations due to change of mind, event changes, delay in pickup or delivery, or personal inconvenience. No refund, credit, or rescheduling shall be provided in such cases.

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4. Refund Policy – General Rule

Lucents follows a strict no-refund policy. Refunds shall not be provided for taste preferences, texture or appearance variations, delivery delays, customer unavailability, incorrect address details, improper storage, delayed consumption, or third-party delivery issues.

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5. Limited Exceptions

Refunds or replacements may be considered solely at the discretion of Lucents in cases where a wrong item is supplied by Lucents or there is a major quality issue directly attributable to Lucents. Issues must be reported within 2 hours of delivery or pickup with clear photographic proof.

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6. Partial Refunds

Partial refunds, if any, are not guaranteed and may be granted only where limited fault is determined by Lucents. The decision regarding the amount and mode of refund shall rest solely with Lucents.

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7. Delivery-Related Refunds

Lucents shall not be liable for refunds due to delivery delays caused by traffic, weather, or third-party delivery partners, damage after handover, or failed delivery due to customer unavailability. Once dispatched, no refund shall be issued.

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8. Pickup-Related Refunds

Customers must collect self-pickup orders at the agreed time. Quality degradation due to delayed pickup shall not qualify for a refund. Uncollected orders shall be treated as completed with no refund entitlement.

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9. Festival & Peak Period Orders

During festivals, weekends, or peak periods, no cancellations, refunds, or rescheduling shall be permitted due to high demand conditions.

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10. Refund Processing

If a refund is approved, it will be processed through the original payment method or another mode decided by Lucents. Processing timelines are indicative, and Lucents shall not be responsible for banking or platform delays.

 

11. Abuse of Refund Requests

Lucents reserves the right to reject refund requests that are abusive or repetitive and may refuse future orders from such customers.

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12. Policy Amendments

Lucents reserves the right to amend or update this Cancellation & Refund Policy at any time. Updated terms shall apply to all future orders.

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13. Contact

For genuine order-related concerns, customers may contact Lucents through official WhatsApp or Instagram channels within the stipulated time limits.