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T & C - Returns policy

Important note

These are the terms on which we will supply orders to you that are placed on www.sugoijpn.com and app.  Read these terms carefully before you use an Application. These terms tell you who we are, how we will provide orders to you, and other important information. 

We may update these terms from time to time - remember to check these terms before you place an order in case anything has changed. The version of these terms in effect as at the time you place an order will apply to that order.

Several types of goods are exempt from being returned. Perishable goods such as food and liquids cannot be returned.

Delivery & Takeaway

Sugoi JPN will deliver the goods ordered by the Customer to the address provided for delivery at the time the Customers makes the order. It is the responsibility of the Customer to ensure the correct details are provided.  

Food orders selected as a "collection" cannot be deliver, please choose your option carefully (delivery or collection) before summiting your order. Make sure to introduce your postal code correctly to find out if we are able to deliver to that destination. Once you selected the "collection" option Sugoi JPN can keep your food order up to 20 minutes after the kitchen close.  Sugoi JPN take no responsibility for no shows, no refunds are allow once the food is made.

We must accept orders placed through an Application before they are confirmed - when your order is confirmed, a contract between us is formed. We are authorised to accept orders on Deliveroo’s behalf.  We will send you a confirmation if your order is accepted. If a minimum order value applies to an order, this will be shown on the relevant Application. Fees applicable to your order will be shown on the Application.

Delivery will be made as soon as possible after the order is accepted. The Customer will become the owner of the goods ordered when they have been delivered. Once goods have been delivered they will be held at the Customers own risk and Sugoi JPN will not be liable for their loss or destruction.

For health and safety reasons, collections orders could be held for no longer than 45 minutes after the food is made, Sugoi JPN take no responsibility for no shows or lateness, no refunds are allow after this time. 

You may cancel an order at any time before we start preparing it by contacting us via an Application, and we will refund your payment (excluding any discount, or voucher that was applied to the order). If you cancel any order after we’ve started preparing it, you will be charged the full price for the order and, if the delivery driver has already been dispatched, for the delivery fee. We may notify you that an order has been cancelled at any time. You will not be charged for any orders cancelled by us, and we will refund payments already made using the same method you used to pay. 

We do not guarantee the availability of any Application, or that particular items will be available to order from individual sites we operate, or that such individual sites will be available using an Application. Each site has a delivery area and operating hours, which may change at any time. Orders are subject to availability. Descriptions and pictures are illustrative only, products may vary.

Prices (which include VAT) are found on an Application. Delivery, service and other fees will be confirmed before you check out. We may operate dynamic pricing some of the time, which means that prices may change while you are browsing.  Price changes will not affect items added to your basket in the last two hours or confirmed orders, unless there is an obvious mistake.

Payment for orders may be made on our Application by credit or debit card, or other payment methods. Once your order has been confirmed your credit or debit card will be authorised and the total amount marked for payment. Payment is made to Deliveroo as our agent. Payment may also be made by using vouchers or account credit. 

Product change policy

Sugoi JPN will not accept the change of a product purchased by the costumer for another product being offered on this Website. 

Sugoi JPN right to refuse your order

Sugoi JPN reserves the right to refuse acceptance of the order for any reason including, without limitation and whether or not payment has been received by Sugoi JPN.  If:  Sugoi JPN has insufficient stock to deliver the goods costumers have ordered; Sugoi JPN do not deliver to the costumer area albeit all best endeavours will be considered in this regard; or Sugoi JPN do refuse costumers order Sugoi JPN will notify costumer by e-mail or phone call and will re-credit to costumers account any sum deducted by Sugoi JPN from costumers credit /debit card as soon as possible but in any event within 7 days of costumers order subject to any bank time restraints and/or restrictions. Sugoi JPN will not be obliged to offer any additional compensation for the inability to complete an order due to the circumstances detailed above.

Events beyond Sugoi JPN control

Sugoi JPN shall have no liability to the Customer for any failure to deliver goods ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond Sugoi JPN reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, weather conditions, flood, fire, explosion or accident or considered an Act of God

For any promotions applicable to the purchase of separate items including an extra product, including but not limited to 2 for 1, 3 for 2, or any other promotion involving the delivery of an additional free or reduced item, this right shall be effective for the overall set of products included in the promotion.

Returns for manufacturing defects (merch).

The costumer can return any product with a manufacturing defect to Sugoi JPN. Considering the type of products bought, the costumer shall enjoy a term of one month or 30 days from the time of the purchasing, at which she/he became aware of his/her lack of conformity with the product and inform to inform Sugoi JPN within this time. Where the term was exceeded, the costumer shall be responsible for any damages.

To proceed to the return, the costumer must contact Sugoi JPN within the term of one month granted, and use the contact us stating which product(s) is/are to be returned, attaching a photograph and a detailed list of the defects found in such product(s).

Once Sugoi JPN receives the notice from the costumer, it shall inform them if the return of the product can go ahead in a term of 3 to 5 working days. If the return is applicable, Sugoi JPN shall inform the costumer on the method of collection or shipping to its offices/stores of the defective product.

Every product to be returned must be unused and have all labels, packaging and - where applicable - documents and the original accessory items provided with the product. Should the costumer fail to do this, Sugoi JPN reserves the right to refuse the return.

After receiving the product and verifying the defects, Sugoi JPN will offer the costumer the opportunity to replace the product for another one with the same characteristics, unless this option was objectively impossible or disproportionate for Sugoi JPN.

Where another identical product could not be sent given a lack of stock, the costumer may choose between terminating the contract (i.e. the return of the amounts paid) or asking for the shipping of another model of the costumer’s choice.

The delivery of the identical product or the new model chosen by the costumer, as applicable, shall be completed in the 5 to 10 working days following the date on which Sugoi JPN confirmed the replacement of the defective product or the shipping of a new model to the costumer.

If the costumer terminates the contract, Sugoi JPN shall return the entire amount paid by the costumer to purchase the defective product.

Sugoi JPN informs costumers that the term required for the return of the amounts paid within a term of 14 calendar days from the time the costumer agreed to terminate the contract.

If your order qualified for free shipping, and the return reduces your order value to below the free shipping threshold, original shipping fees will apply.

Returns must be informed to Sugoi JPN before the shipping, any returned item not informed will not be refunded, and may be subject to re-shipping or a re-stocking fee of £15.00.

Other returns (merch)

Should the costumer disagree with the products received in his/her order, the costumer shall enjoy a term of fourteen (14) calendar days to return the full order. The costumer may further choose to return any of the individual products making up the full order, the above with no penalty whatsoever and with no need to state the reasons.

However, the costumer must take care of the direct cost of the return to Sugoi JPN, both when the entire order is returned and when solely one/some product(s) of the order is/are returned. 

The return shall be formalised by contacting Sugoi JPN at the following contact page.  After receiving this communication, Sugoi JPN will indicate the method of delivery of the order to its office or store.

The costumer can send the product to the following office/store of Sugoi JPN:

- LONDON: 11-15 Lyon Rd. SW19 2RL.

Sugoi JPN is not responsible for the courier service employed by the costumer to return the order. In this connection, Sugoi JPN advises the costumer to ask for a delivery receipt once the courier service has delivered the product at the offices of Sugoi JPN, so that the costumer has proof that the product has been correctly handed over to Sugoi JPN. Sugoi JPN shall not be responsible for the address where the costumer sends the order for its return. For deliveries, the address should always be 11-15 Lyon Rd. SW19 2RL, London. England.

The customer shall be directly responsible for the return expenses of the order (such as, for instance, shipping expenses of courier services).

The product must be unused and have packaging and - where applicable - documents and the original accessory items provided with the product. If the costumer fails to do this or if the product had suffered any damage, the costumer agrees that the product may be worth less, or that Sugoi JPN could refuse to accept the return.

Once Sugoi JPN has verified that the order is in good condition, Sugoi JPN shall proceed to return all the amounts paid by the costumer.

Should the costumer choose to return the entire order, Sugoi JPN shall return the costumer all amounts she/he had paid.

If the shipping item is over £50.00 the costumers should consider using a trackable shipping service or purchasing a shipping insurance. We do not guarantee that Sugoi JPN will receive the returning item.

Sugoi JPN shall return the amounts paid as soon as possible, within a term of up to 14 calendar days following the date on which agreed to make the refund.

Other terms and conditions

Promotional codes cannot be used when purchasing sale items or combine with other offers.
Discount vouchers cannot be redeemed against sale items.
Sale items are exempt from all site offers.
The term Sale covers selected items on site only.

Sugoi JPN reserves the right to change these Terms & Conditions at any time.
Several types of good are exempt from being returned. Perishable good such as food and liquids cannot be returned. Offers and promotions are valid for limited time only.

If either of us delays in enforcing a right under these terms, we can still enforce it later. If a court decides that any part of these terms is illegal or ineffective, the rest of the terms will be unaffected. 

These terms contain the entire agreement between us with respect to their subject matter. A person who isn’t a party to these terms has no rights under them, whether under the Contracts, Act 1999 or otherwise.

These terms are governed by English law, and you can bring legal proceedings in relation to our services in the English courts. 



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