Refund and Returns Policy

Refund & Return Policy

1. Company Information

I. P. SUSHI EXPRESS PAFOS LIMITED
Registration No.: ΗΕ 382515
Charalambou Mouskou 8
8010 Paphos
Cyprus

Email: info@sushiexpresscy.com
Telephone: +357 26270506

(“we”, “our”, “us”)

2. Purpose of This Policy

This Refund & Return Policy explains:

when cancellations are possible
when refunds are available
when returns are not permitted
how complaints are handled

It applies to all orders placed through our website or online ordering system for delivery or collection.

3. Nature of Our Products (Important)

We sell freshly prepared, perishable food and beverages made to order.

Because of:

hygiene standards
food safety laws
perishability

most items cannot be returned or resold once prepared or delivered.

4. Right of Withdrawal (Cooling-Off Period)

Under EU consumer law, customers generally have a 14-day right to withdraw from online purchases.

However, legal exceptions apply.

The withdrawal right does NOT apply to:

freshly prepared meals
sushi and hot food
perishable goods
sealed food once opened
customised or made-to-order items

Therefore:

Food orders cannot be cancelled, returned, or refunded once preparation has begun or delivery/collection has occurred.

This is required for hygiene and consumer safety reasons.

5. Order Cancellations

Before preparation begins

You may cancel your order by contacting us immediately.

If preparation has not yet started, we will:

cancel the order, and
issue a full refund

After preparation has begun

Cancellation is not possible and refunds cannot be guaranteed, as food has already been prepared specifically for you.

6. Incorrect or Problem Orders

We will always correct genuine mistakes.

You may be eligible for a refund, replacement, or credit if:

wrong items were delivered
items are missing
food is damaged during delivery
food is unsafe or spoiled
order does not match confirmation

What to do:

Email: info@sushiexpresscy.com
Phone: +357 26270506

Please provide:

order number
description of the issue
photos if possible

Claims should be made within 2 hours of delivery or collection.

We may refuse claims reported significantly later.

7. Quality Concerns

If you are unhappy with the quality of your food, please contact us right away.

Depending on the situation, we may offer:

replacement meal
partial refund
full refund
store credit

Resolutions are assessed case-by-case.

8. Delivery Issues

Failed delivery due to customer fault

If delivery fails because:

incorrect address provided
wrong phone number
customer unavailable
refusal to accept order

Refunds may not be issued, as food has already been prepared and dispatched.

Late deliveries

Delivery times are estimates. Minor delays due to traffic or peak periods do not automatically qualify for refunds.

9. Refund Method

Approved refunds will be issued:

to the original payment method only
not in cash (for card payments)

Processing times:

typically 3–10 business days
depending on your bank/payment provider

10. Non-Refundable Situations

Refunds will generally NOT be provided for:

change of mind after preparation
failure to collect order
incorrect address provided by customer
minor delays outside our control
personal taste preferences

11. Allergies and Dietary Requirements

Customers are responsible for checking allergen information before ordering.

While we take care in preparation, we cannot guarantee complete absence of allergens.

Refunds may not be issued for allergic reactions where prior notice was not provided.

12. Fraud Prevention

We reserve the right to:

refuse refunds where abuse is suspected
request evidence
limit repeated claims

This protects against fraudulent refund requests.

13. How to Contact Us

For cancellations, complaints, or refund requests: