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Product Return Policy
At Suluva Cafe, customer satisfaction is our top priority. Due to the perishable nature of our food products, returns are not typically accepted. However, we strive to resolve any issues you may encounter with your order. This Return Policy outlines the conditions and process for addressing complaints and product-related concerns.
1. Non-Returnable Products
Food items prepared and delivered by Suluva Cafe are non-returnable due to their perishable nature. Once an order is delivered or picked up, we cannot accept returns or exchange items.
2. Eligible Scenarios for Refunds or Replacement
Although we do not accept returns, we offer refunds or replacements in the following scenarios:
Incorrect Order:
If you receive an item that is different from what you ordered.
Damaged Packaging
If the food arrives with tampered or damaged packaging.
Quality Concerns
If the food delivered is not fresh or does not meet our quality standards.
3. Reporting an Issue
To report an issue, you must:
- Contact us within 2 hours of receiving your order.
- Provide the following details:
- Order number.
- Description of the issue.
- Photos of the item(s) and packaging (if applicable).
Send the details to admin@suluvacafe.com or call our support team at [ 7603 991 048 ].
4. Resolution Process
Upon receiving your complaint:
- Our team will review the details and investigate the issue.
- If eligible, we will offer:
- A replacement for the incorrect or damaged item, subject to availability.
- A refund for the affected item(s), if a replacement is not possible.
5. Refund Policy
- Refunds, if applicable, will be processed through the original payment method.
- Allow 7–10 business days for the refunded amount to reflect in your account.
6. Exceptions
Delayed Reports
Complaints reported beyond the 2-hour window after delivery may not be eligible for refunds or replacements.
Consumption Issues
We are not liable for food spoilage or issues arising from improper storage after delivery.
7. Contact Us
If you have questions or concerns regarding this policy, reach out to us at:
Email: admin@suluvacafe.com
Thank you for choosing Suluva Cafe. We’re committed to ensuring a delightful dining experience for all our customers.