sushiCancelling an order
To change or cancel an order not yet paid online, contact the restaurant immediately with your order number. Changes depend on the preparation stage. Voluntary cancellation of freshly prepared, perishable dishes is not offered after online payment. The withdrawal exception applies to short shelf-life goods; it does not remove your right to complain or receive remedies provided by law.
Other goods
For goods not covered by statutory exceptions, the right to withdraw from a distance purchase within 14 days of receipt remains. Email your name, order number, item and receipt date. We will provide return instructions; direct return costs for ordinary withdrawal are borne by the buyer. Defects or restaurant errors are handled under the complaints procedure.
Making a complaint
If an order is not delivered, contains incorrect items or has a quality issue, email sushimesr@gmail.com, call +381 61 642 0509 or contact the restaurant in person. Provide the order number, issue and requested remedy, with proof of purchase and photos if available. Photos are not a condition for making a complaint. We will confirm receipt and provide a complaint reference.
Resolution and refunds
We respond to complaints within 8 days and resolve accepted complaints within 15 days, subject to statutory agreement and extension rules. Non-delivery and valid complaints qualify for statutory remedies, including refunds. Card refunds go through the payment provider to the original payment card, not in cash; closed accounts are handled with the provider. Posting time also depends on the bank. If funds are only reserved, the authorization is cancelled.
After complaining to the seller, you may use out-of-court consumer dispute resolution. The seller participates in the statutory procedure. Ministry platform ↗