At Shangrilla, we prepare our food and bakery products with care and aim to provide every customer with a fresh and satisfactory experience. Because our products are generally prepared fresh for each order, cancellations and refunds are subject to the following policy.
Order Cancellation
Customers should contact Shangrilla as soon as possible if they wish to cancel an order. A cancellation request may be accepted if the order has not yet been prepared or dispatched.
Once an order has entered preparation or has been dispatched for delivery, cancellation may not be possible.
Incorrect or Missing Items
If you receive an incorrect or missing item, please contact us as soon as possible after receiving your order. Our team will review the issue and, where appropriate, arrange a replacement or other suitable resolution.
Damaged or Unsatisfactory Products
If an item arrives damaged or there is a genuine quality issue, please contact us promptly and provide relevant details, including photographs where appropriate. After reviewing the matter, Shangrilla may offer a replacement, refund, or another suitable resolution.
Refunds
Where a refund is approved, the refund method and processing time may depend on the original payment method and payment provider. Cash orders may be handled directly by Shangrilla, while online payments may require additional processing time.
Non-Refundable Situations
Refunds may not be provided where an issue results from incorrect customer information, an inability to receive the order at the provided address, customer preference after delivery, or failure to report a genuine issue within a reasonable time.
How to Contact Us
For cancellation, refund, or order-related concerns, please contact us at info@shangrilla.com.pk or (061) 4513444 with your order details so our team can assist you.
