Terms and Conditions

1. Acceptance of Terms

By placing an order with Brown Bear Bakers (hereafter referred to as “we,” “our,” or “us”), you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We’re excited to serve you and look forward to bringing sweetness to your day!

2. Order Placement and Confirmation

Orders may be placed via our official website or customer support channels.
You will receive an email or SMS confirmation upon successful order placement.
Prices on our website are subject to change without prior notice.
We reserve the right to refuse or cancel any order at our sole discretion, including in cases of suspected fraud or abuse.

3. Pricing and Payment

All prices listed on our platforms are in Indian Rupees (INR) and inclusive of applicable taxes unless stated otherwise.
Full payment must be made at the time of placing the order. We accept credit cards, debit cards, UPI, net banking, and approved e-wallets (e.g., Paytm, PhonePe, Google Pay).

4. Delivery and Pickup

Delivery is available within Hyderabad city limits or at locations where we are able to deliver outside city limits.
Delivery charges will be displayed during the checkout process.
While we strive to deliver at the requested time, delays may occur due to traffic, weather, or unforeseen issues. Brown Bear Bakers shall not be held liable for such delays. We recommend scheduling your delivery at least 2 hours before your celebration if refrigeration is available.
For self-pickup orders, customers are responsible for timely collection from the selected location.
Orders not collected on the scheduled pickup date may be discarded without a refund.
Customers must inspect their order upon receipt and report any issues immediately. If not reported immediately, we may be unable to offer assistance.

5. No Return, Exchange, or Cancellation Policy

Due to the perishable nature of our products, we do not accept returns, exchanges, or cancellations once an order has been confirmed.
Customers should carefully review order details before confirming and making payment.
We do not use artificial colors. Hence, intense or dark shades may not be available. On request, such colors may be used for "face-smash" cakes, and the customer waives objections in such cases.

6. Modifications Before Order Dispatch

Modifications may be allowed before the cake leaves our central bakery, subject to availability and feasibility.
All requests must be made via customer support and are not guaranteed.
Additional charges may apply for modifications.

7. Incorrect Orders

If, upon cutting or inspection at the time of receipt, you notice an incorrect flavor, please report it immediately.
The cake must be returned to the bakery for a replacement, or a minimum 80g slice must be provided for a partial refund or store credit.
Our decision in such cases is final.

8. Food Quality Assurance and Complaints

8.1 Our Commitment

- We follow FSSAI standards and high hygiene protocols. All products are made in licensed kitchens using quality ingredients.

8.2 Customer Responsibilities

- Store perishable products as instructed.
- Consume within the recommended time on the label or as instructed.
- We are not responsible for product deterioration due to improper storage or temperature abuse, including storing alongside curries or strongly aromatic foods.

8.3 Complaint Resolution Process

- Submit complaints within 2 hours of delivery or pickup.
- Email: info@brownbearbakers.com or WhatsApp: +91 88851 19110
- Provide:
  - Order number
  - Description of the issue
  - Photos/videos
- We aim to respond within 48 business hours.

8.4 Exclusions

Complaints will not be entertained for:

- Personal dissatisfaction (taste, appearance, etc.)
- Issues reported after 2 hours
- Consumed or discarded products before inspection
- Improper storage or customer mishandling
- Mistakes made while placing the order

8.5 Allergy Disclaimer

Our products may contain or be exposed to allergens (nuts, dairy, gluten, soy, eggs, etc.). Brown Bear Bakers is not liable for allergic reactions. Please inform us of any allergies before placing your order.

9. Data Protection & Privacy

9.1 Information Collection

We collect personal information such as your name, contact number, email, delivery address, payment details, and order preferences to fulfill your orders efficiently and improve our services.

9.2 Use of Data

Your data may be used for:

- Processing orders and providing customer support
- Sending order confirmations and delivery updates
- Marketing promotions (only with your consent)
- Improving our platform and customer experience

9.3 Data Sharing

We do not sell or rent your personal data to third parties. Information may be shared with trusted partners (e.g., payment processors or delivery services) solely for order fulfillment or support services.

9.4 Data Storage and Security

Your data is stored securely and only accessed by authorized personnel. We employ appropriate technical and organizational measures to prevent unauthorized access, disclosure, or misuse.

9.5 Retention

Your personal data will be retained only as long as necessary for the purposes stated, or as required by applicable law.

9.6 Your Rights

- You may request access, correction, or deletion of your personal data by contacting us at info@brownbearbakers.com.
- You may opt-out of promotional messages at any time.

10. Governing Law

These Terms shall be governed by the laws of India. Disputes shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana.

11. Changes to Terms

We reserve the right to modify these Terms and Conditions at any time without prior notice. Updated terms will be posted on our website and take effect immediately.