1. General Provisions

This Cancellation/Return Policy governs the terms of order cancellation and product returns for MySushi delivery service. Please read this policy carefully before placing an order.

2. Order Cancellation Policy

2.1. General Cancellation Rule

Order cancellation is generally not possible after the order is placed:

Due to the nature of food products and the need to maintain quality, MySushi orders generally cannot be cancelled after the order is placed. This is because prepared food products (particularly sushi) have a limited shelf life and must be served immediately after preparation to ensure maximum freshness.

2.2. Attempting to Cancel an Order

If you wish to cancel your order, please contact us immediately:

  • Address: 2 Azatutyan avenue, Yerevan, Armenia
  • Phone: +374 (43) 737 737
  • E-mail: info@mysushi.am
  • Business hours: 12:00 - 00:00

Note: The possibility of cancellation depends on the order stage and whether preparation has begun. If the order has already started being prepared, cancellation will not be possible.

2.3. Processing Cancellation Cases

If the order is cancelled within our responsibility (e.g., product unavailability, technical issues), we will provide a full refund or arrange for order replacement.

2.4. Customer-Initiated Cancellation

If the order is cancelled at the customer's initiative after preparation has begun, no refund will be provided, as the product has already been prepared and cannot be resold due to food safety considerations.

3. Return Policy

3.1. General Return Rule

Food products are generally not accepted for return:

Given food safety and hygiene requirements, as well as the nature of the product (sushi and other delicate foods), returned food products cannot be resold or served to other customers.

3.2. Return Exceptions

Returns may be considered only in the following cases:

  • Product Quality Issues: If the received product does not meet the described quality or has obvious defects
  • Wrong Product: If you received a different product than what you ordered
  • Safety Issues: If there are safety-related issues

3.3. Filing a Return Request

In case of a return request, you must:

  • Contact us immediately (within 2 hours after delivery)
  • Describe the issue
  • Provide the order number
  • Be prepared to provide product photos (if applicable)

3.4. Return Processing Procedure

If the return is confirmed by us:

  • We will arrange for product return (if necessary)
  • We will provide a full refund or arrange for product replacement
  • The refund will be issued using the same payment method used for the order
  • Refund processing may take 5-10 business days

4. Payment Refund

4.1. Refund Cases

Payment will be refunded in the following cases:

  • The order was cancelled within our responsibility
  • The order was not fulfilled at all due to our fault
  • The product has obvious quality issues and the return is confirmed
  • You received the wrong product

4.2. Refund Timeframes

The refund will be issued using the same method used for payment and may take 5-10 business days due to banking transaction processing periods.

4.3. Refund Denial

Payment will not be refunded in the following cases:

  • The order was cancelled at the customer's initiative after preparation began
  • The product was accepted and consumed
  • The return request was filed after the 2-hour period
  • The order was cancelled during the delivery window

5. Quality Assurance

We strive to ensure your satisfaction. If you have quality-related questions or concerns, please contact us, and we will work together to resolve the issue.

6. Order Modification

If you wish to modify your order (e.g., add or remove items), please contact us immediately. Modification will only be possible if the order has not yet started being prepared.

7. Support and Questions

If you have questions about this policy or your order, please contact us:

  • Address: 2 Azatutyan avenue, Yerevan, Armenia
  • Phone: +374 (43) 737 737
  • E-mail: info@mysushi.am
  • Business hours: 12:00 - 00:00

8. Legal Basis

This policy is based on applicable consumer protection legislation and laws of the Republic of Armenia. Due to the nature of food products and food safety requirements, food returns are limited by consumer protection laws.

9. Policy Changes

We may periodically update this policy. We will notify you of any changes by posting on the website.