Refund policy

1. Who we are

This website and the Sushi Express restaurant are run by the company below (“we”, “us”, “our”).

2. In short

3. Why food cannot be returned

Everything we sell is freshly prepared to order and highly perishable. For hygiene and food safety reasons, we cannot take food back or resell it once it has been prepared, delivered or collected. This is also why the 14-day right of withdrawal does not apply. See our Withdrawal and cancellation policy.

4. When we refund or replace

You are entitled to a replacement or a refund if:

• you received the wrong items, or items are missing;
• the food was damaged in delivery;
• the food is spoiled or unsafe to eat;
• the order does not match your order confirmation;
• you cancelled before we started preparing it; or
• we cancelled your order.

5. How to report a problem

Please call us on 70 000075 or email info@sushiexpresscy.com within 2 hours of delivery or collection, and tell us:

• your order number;
• what is wrong;
• photos of the food and packaging, if you can.

Please keep the food and packaging until we have replied. Reporting quickly lets us check what happened and send a replacement while you still want to eat. We still review reports made later, but they are harder to verify. This time limit does not affect your legal rights.

6. What we offer

Depending on the problem, and on what you prefer, we will:

• send or prepare a replacement;
• refund the missing or affected items; or
• refund the whole order, including any delivery fee.

If you prefer, we can give you credit for a future order instead of a refund. We only do this if you agree.

7. Quality and taste

If you are unhappy with the quality of your food, tell us straight away and we will look at each case fairly. A dish that is correctly made but simply not to your taste is not a fault, so it is not normally refunded.

8. Delivery problems

Late deliveries. Delivery times are estimates, so short delays caused by traffic, weather or busy periods do not qualify for a refund. If your order is very late, contact us and we will look at what happened.

Failed deliveries. If delivery fails because the address or phone number was wrong, nobody was available to receive it or it was refused, we cannot refund the order, because the food has already been prepared and sent.

9. When we do not refund

• You change your mind after preparation has started.
• A pickup order is not collected.
• The address or phone number you gave was wrong, or nobody was available to receive the order.
• There is a short delay outside our control.
• The dish was correctly made but was not to your personal taste.
• The order contained an allergen listed for that dish, or one you did not tell us about before ordering.

10. Allergies

Please check the allergen information and tell us about any allergy before you order. Call 70 000075 and add a note to your order. We take care in the kitchen, but we cannot guarantee that any dish is free from allergens. See our Terms and conditions.

11. How refunds are paid

Approved refunds go back to the payment method you used. Card payments are refunded to the card, not in cash, and usually reach your account within 3 to 10 business days, depending on your bank. Cash payments are refunded in cash at the restaurant or by bank transfer.

12. Fair use

To protect against fraud, we may ask for evidence, refuse claims where we suspect abuse, and limit repeated claims.

13. Your legal rights

Nothing in this policy limits your legal rights under Cypriot or EU consumer law, including your right to a remedy when food is not as described or not fit to eat.

14. Contact and changes

For refunds, complaints or questions, call us on 70 000075 or email info@sushiexpresscy.com. We aim to reply within 24 to 48 hours. We may update this policy. The version on this page when you place your order is the one that applies to that order.