Refund and Returns Policy

Refund and Returns Policy

At Dansushi, we are committed to providing our customers with the highest quality sushi and a reliable, friendly service. However, we understand that sometimes things don’t go quite as planned. This policy outlines how we handle refunds and returns, in line with UK consumer rights and food safety regulations.

1. Perishable Food Items

As a sushi takeaway, our food is made fresh to order and is considered perishable. For this reason, we are unable to accept returns of any food items unless they are incorrect, damaged, or unsafe to consume.

2. Incorrect Orders

If you receive an item that is not what you ordered, please contact us immediately — ideally within 30 minutes of receiving your order. We will do our best to correct the mistake by offering:

• A replacement of the incorrect item (if practical), or

• A refund or store credit for the value of the missing or incorrect item.

3. Quality Concerns

We take pride in the freshness and quality of our food. If you believe there is a problem with the quality or safety of your order (e.g. spoiled or undercooked food), please do the following:

• Contact us by phone or email as soon as possible and provide:
  • A clear description of the issue

  • Your order number

  • Photos if relevant

Once we review the concern, we may offer a partial or full refund, or store credit, at our discretion. Complaints must be made within 2 hours of receiving your order to be eligible.

4. Allergies & Special Dietary Requirements

Please inform us of any allergies when placing your order. While we take every precaution, we cannot guarantee our dishes are free from trace allergens due to cross-contamination. We do not offer refunds for allergic reactions if allergens were not disclosed at the time of ordering.

5. Cancellations

Orders can be cancelled for a full refund if notice is given at least 1 hour before the scheduled delivery or collection time. Cancellations requested after this time may not be eligible for a refund, particularly if the food has already been prepared.

6. How to Request a Refund

Please contact our team by:

• Phone: +44 7762 163251
• Email: admin@dansushi.co.uk

Be sure to include your full name, contact details, order number, and reason for the request.

7. Refund Processing Time

If a refund is approved, it will be processed to your original method of payment within 3–5 working days.