Last updated: 05/05/2026

1. Introduction

This Returns & Refunds Policy explains your rights when ordering from Miyora Sushi (“we”, “us”, “our”). This Policy complies with UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this Policy affects your statutory rights.

2. Important Notice: Perishable Goods Exemption

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28(1)(d)), the standard 14-day cancellation right does NOT apply to:

– Perishable goods (including sushi, sashimi, and freshly prepared food)
– Goods made to your specifications or clearly personalised
– Sealed goods which are not suitable for return due to health protection or hygiene reasons

This means once your sushi order is confirmed and prepared, you do not have an automatic right to cancel or return your order.

3. Cancellation Policy

3.1 Orders may be cancelled at our discretion ONLY before preparation has begun.

3.2 To request a cancellation, contact us immediately via:
– WhatsApp: +44 7845122045
– Email: miyorasushi@gmail.com

3.3 Once preparation has begun, orders cannot be cancelled.

3.4 If we are unable to fulfil your order (e.g. ingredient shortage), we will contact you to offer:
– An alternative product of similar value
– A full refund

4. When You Are Entitled to a Refund

In accordance with the Consumer Rights Act 2015, you are entitled to a refund or replacement if:

4.1 The product is NOT of satisfactory quality
– Spoiled, contaminated, or unsafe for consumption upon delivery

4.2 The product is NOT as described
– Wrong item delivered
– Significantly different from the website description (excluding minor variations in appearance)

4.3 The product is NOT fit for purpose
– Stated allergen/dietary requirements not met after we agreed to accommodate

4.4 The product was damaged in transit
– Visibly damaged or compromised packaging upon delivery

5. When You Are NOT Entitled to a Refund

We are NOT able to offer refunds in the following circumstances:

5.1 Change of mind after order confirmation
5.2 Products that have been consumed (in part or in full), unless a quality issue is reported
5.3 Products that have deteriorated due to:
– Improper storage after delivery
– Delayed consumption beyond recommended timeframe
– Failure to refrigerate below 5°C upon receipt
5.4 Customer was not available to receive the delivery at the agreed time
5.5 Incorrect delivery details provided by the customer
5.6 Allergic reactions where allergen warnings were provided (please refer to our Terms & Conditions)
5.7 Minor variations in appearance, colour, or presentation due to natural ingredient variations

6. How to Request a Refund

6.1 Contact us within 24 HOURS of receiving your order:

– WhatsApp: +44 7845122045
– Email: miyorasushi@gmail.com

6.2 Provide the following information:
– Your order number
– Date and time of delivery
– Detailed description of the issue
– Clear photographs showing:
* The product and any quality issue
* Original packaging
* Best before/use by labelling (if applicable)

6.3 We may request additional information or evidence to assess your claim.

6.4 Do NOT dispose of the product until your claim is resolved, as we may need to inspect or arrange collection.

7. Refund Assessment & Resolution

7.1 We will review your claim within 3 working days of receiving all required information.

7.2 Possible outcomes:
– Full refund
– Partial refund (where applicable)
– Replacement product
– Store credit (with your agreement)
– Refund declined (with written explanation)

7.3 Approved refunds will be processed via the original payment method within 14 days.

7.4 If you paid via bank transfer, refunds will be issued back to the same bank account.

8. Damaged or Incorrect Orders

If your order arrives damaged or contains incorrect items:

8.1 Notify us immediately upon delivery (within 2 hours)
8.2 Take photographs of the issue before consuming any product
8.3 Keep the original packaging
8.4 We will arrange a refund or replacement at no additional cost

9. Storage & Consumption Responsibility

Once delivered, sushi must be:
– Refrigerated immediately at below 5°C
– Consumed within 4 hours of delivery for optimal freshness and food safety

We accept no liability for products that have deteriorated due to improper storage, delayed consumption, or any other handling after delivery.

10. Allergic Reactions

Please refer to our Terms & Conditions and Allergen Information for details. We cannot accept refund requests for allergic reactions where allergen information has been clearly provided.

11. Disputes

11.1 If you are not satisfied with our resolution, please contact us again to discuss further.

11.2 You also have the right to:
– Pursue a claim through the small claims court
– Contact Citizens Advice (0808 223 1133)
– Refer the matter to your local Trading Standards office

12. Statutory Rights

This Policy does not affect your statutory rights under UK law, including the Consumer Rights Act 2015 and other applicable consumer protection legislation.

13. Changes to This Policy

We reserve the right to update this Policy at any time. The latest version will always be available on our website with the “Last Updated” date.

14. Contact Us

For any questions about this Returns & Refunds Policy:

Email: miyorasushi@gmail.com
Phone: +44 7845122045
WhatsApp: +44 7845122045
Address: 27 Currington Avenue, St Neots, Cambridgeshire, PE19 0AT