🍣 Full Refund and Replacement Policy (Sushi and Perishable Food)
Since our products are fresh and perishable foods (including raw fish and seafood), our priority is food safety and quality. For this reason, we apply a strict compensation and immediate reporting policy.
1. Eligibility Conditions for Compensation
Refunds or replacements will only be considered in the event of a service error or a food safety risk attributable to our business or the delivery process.
- Order Error:
You received a dish that is completely different from what you ordered, or a paid item was missing.
2. Safety/Quality Risk
The sushi arrived warm (when it should be cold), visibly spoiled, or in a condition that makes it unsafe or inedible due to a failure in preparation or transport.
3. Severe Damage
The packaging was destroyed during delivery, compromising the quality of the food.
2. Immediate Reporting Rules (Mandatory)
To be eligible for any compensation, the customer must strictly comply with these requirements:
1. Time Limit: The issue must be reported to our customer service team within 30 minutes of receiving the order.
2. Evidence: The customer must provide clear photographs of the error or the quality/safety issue.
3. Preservation: The product must be preserved in its original packaging so we can verify the issue if necessary.
4. Verification: We reserve the right to send a courier to collect the product for inspection and safety verification before issuing a refund.
3. Exclusions (Non-Refundable Items)
Refunds, replacements, or credits will not be granted in the following situations:
• Personal Preference: We do not offer compensation if the customer simply did not enjoy the taste, texture, or if they did not like an ingredient that was ordered.
• Partial Consumption: If the item has been consumed totally or partially before reporting the issue.
• Customer Errors: Mistakes made by the customer when placing the order (e.g., incorrect address, forgetting an ingredient, or choosing the wrong option).
• Unreported Allergies: If the customer failed to notify us of severe allergies when placing the order.
• Delays: Delivery delays outside of our control (traffic, extreme weather) after the order has left our restaurant.
4. Compensation Process
Once the issue has been reported and verified according to Section 2:
• Refund: The full amount of the affected item will be credited to the original payment method within 3-5 business days.
• Replacement: If requested and logistically possible, we will send the correct item or a new preparation.