Withdrawal & Cancellation Policy

1. Company Details

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 policy explains:

  • your legal right of withdrawal

  • when cancellations are allowed

  • when withdrawal does not apply

  • how to cancel an order

  • when refunds may be issued

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

3. General Right of Withdrawal (EU Consumers)

Under EU consumer protection law, customers usually have the right to withdraw from online purchases within 14 days, without giving a reason.

However, important legal exceptions apply to food products, as explained below.

4. Exception for Perishable & Prepared Food (Very Important)

Because we sell freshly prepared, made-to-order, and perishable food, the statutory withdrawal right does NOT apply to:

  • sushi and freshly prepared meals

  • hot food

  • beverages prepared to order

  • perishable goods

  • customised or made-to-order items

  • food that has been opened or delivered

Therefore:

Once preparation has started or the order has been delivered/collected, the order cannot be withdrawn, cancelled, or returned for hygiene and safety reasons.

This exception is permitted under EU consumer law for food businesses.

5. Order Cancellation Before Preparation

You may cancel your order only if preparation has not yet started.

To cancel, contact us immediately:

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

If preparation has not begun, we will:

  • cancel the order, and

  • issue a full refund

Because food preparation begins quickly, cancellation may not always be possible.

6. Cancellation After Preparation Begins

If:

  • food preparation has started, or

  • the order has been dispatched, or

  • the order is ready for collection

then cancellation or withdrawal is no longer possible, and no refund is guaranteed.

This is due to:

  • food safety

  • hygiene regulations

  • inability to resell prepared meals

7. Delivery & Collection Failures

Refunds may not be provided if delivery fails due to customer responsibility, including:

  • incorrect address provided

  • incorrect phone number

  • customer unavailable

  • refusal to accept delivery

  • failure to collect order on time

In these cases, food has already been prepared and costs incurred.

8. Incorrect or Defective Orders

This policy does not affect your rights if we make a mistake.

If you receive:

  • wrong items

  • missing items

  • damaged food

  • unsafe or spoiled food

please contact us immediately.

We may offer:

  • replacement

  • refund

  • store credit

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

9. Refund Processing

If a cancellation or withdrawal is approved, refunds will be made:

  • to the original payment method

  • not in cash for card payments

Processing times: typically 3–10 business days, depending on your bank or payment provider.

10. How to Exercise Cancellation Rights

To request cancellation before preparation:

Contact us immediately:

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

Provide:

  • order number

  • name

  • phone number

  • request to cancel

We will confirm whether cancellation is still possible.

11. Limitation of Abuse

We reserve the right to refuse cancellation or withdrawal requests where:

  • the policy is misused

  • repeated claims occur

  • fraud is suspected

This protects our business from losses and food waste.

12. Legal Rights

Nothing in this policy limits your statutory rights under Cyprus or EU law.

13. Updates to This Policy

We may update this policy at any time.

The version published on the website at the time of ordering applies.