Effective Date: November 3, 2026
1. General Policy
At Sushi Room, we are committed to providing our customers with high-quality Japanese cuisine, carefully selected ingredients, and excellent service.
Customer satisfaction, food quality, and safety are among our highest priorities.
We take full responsibility for errors or deficiencies attributable to Sushi Room, including mistakes in food preparation, packaging, order processing, and delivery performed by our team.
If a product does not meet our quality and safety standards due to an error on our part, we are committed to reviewing the situation fairly and providing an appropriate solution in accordance with this policy and applicable Georgian legislation.
2. When Returns, Replacements, or Refunds Are Available
Customers may request a replacement, refund, or other appropriate remedy in the following circumstances:
2.1. Incorrect Order
The customer receives a product different from the one ordered due to an error made by Sushi Room.
2.2. Missing Items
One or more items included in a confirmed and paid order are missing.
2.3. Food Quality or Safety Issues
The food has a verified quality or safety defect attributable to Sushi Room, including improper preparation, spoiled ingredients, or failure to meet applicable food safety standards.
2.4. Preparation Errors
The product has been incorrectly prepared due to a mistake by our kitchen staff or does not materially correspond to the description provided on our menu.
2.5. Damage During Packaging or Delivery
The product has been significantly damaged due to improper packaging or handling attributable to Sushi Room or its delivery personnel.
In these circumstances, Sushi Room will assess the complaint and provide an appropriate remedy in accordance with applicable law.
3. Available Remedies
Depending on the nature and extent of the confirmed issue, the following remedies may be available:
* Product Replacement: Preparation and delivery of a replacement product at no additional cost.
* Full Refund: Reimbursement of the amount paid for the affected product or order where justified.
* Partial Refund or Price Reduction: Reimbursement or reduction of the price corresponding to the affected item or deficiency.
* Alternative Resolution: Another mutually agreed solution that appropriately addresses the customer’s concern.
The appropriate remedy will depend on the circumstances, the extent of the issue, and the customer’s rights under applicable Georgian legislation.
Where only one item in a larger order is affected, the remedy will generally relate to that item, unless the issue also affects the quality, safety, or usability of the remaining order.
A complaint concerning one product does not automatically entitle the customer to a refund for unrelated products that were correctly prepared and delivered.
4. Circumstances That Do Not Normally Qualify for a Refund
Sushi Room carefully selects its ingredients and prepares its dishes according to established recipes and culinary standards.
Refunds or replacements are not ordinarily provided solely for the following reasons:
4.1. Personal Taste Preferences
The customer does not enjoy the taste, texture, seasoning, appearance, or combination of ingredients, provided the product was correctly prepared and corresponds to its menu description.
4.2. Natural Characteristics of Ingredients
Certain ingredients used in authentic Japanese cuisine have natural characteristics, including specific textures, skin, connective tissue, or fine bones.
The presence of such characteristics does not automatically indicate improper preparation or a defective product.
However, any concern regarding food safety, unusual preparation, or the presence of potentially hazardous material will be taken seriously and individually assessed.
4.3. Change of Mind
The customer changes their mind after the order has been prepared or delivered.
4.4. Incorrect Information Provided by the Customer
An issue results from incorrect delivery details, an incorrect selection, or other inaccurate information supplied by the customer.
4.5. Improper Storage or Handling After Delivery
The quality of the food deteriorates because of improper storage, delayed consumption, or handling after the product has been delivered to the customer.
These provisions do not exclude or limit any rights customers may have under applicable consumer protection legislation.
5. How to Submit a Complaint
If a customer experiences a problem with an order, we encourage them to contact Sushi Room as soon as reasonably possible after discovering the issue.
For food quality concerns, prompt notification is particularly helpful because our products are freshly prepared and perishable.
To help us investigate the matter efficiently, customers are encouraged to provide:
* Order number or proof of purchase;
* Date and approximate time of purchase or delivery;
* Description of the issue;
* Photographs of the product, where available and relevant;
* Contact information for follow-up communication.
Customers may contact the Sushi Room branch responsible for their order or use our official contact channels.
Sushi Room may request additional reasonable information where necessary to investigate a complaint.
Failure to provide photographs or immediate notification will not automatically invalidate a complaint or restrict statutory consumer rights.
6. Complaint Review and Resolution
Every complaint is treated seriously and reviewed individually.
Depending on the circumstances, our team may:
1. Verify the order and relevant purchase information.
2. Review the customer’s description and any supporting materials.
3. Consult the kitchen staff, restaurant manager, or delivery personnel.
4. Assess whether the product meets Sushi Room’s established preparation, quality, and safety standards.
5. Determine an appropriate resolution in accordance with applicable law.
Our goal is to review complaints promptly and communicate the outcome to customers within a reasonable period.
Sushi Room reserves the right to decline requests that are unsupported or where the available evidence establishes that the product was properly prepared and delivered without defect, provided such a decision is consistent with applicable law.
7. Returns of Perishable Food Products
Because Sushi Room specializes in freshly prepared and perishable food products, including sushi, sashimi, and other Japanese dishes, products generally cannot be returned or resold after delivery for hygiene and food safety reasons.
Under Georgian consumer protection legislation, the standard right to withdraw from certain distance contracts without providing a reason is subject to exceptions, including for goods that deteriorate or expire rapidly.
This exception does not affect customers’ rights concerning defective, unsafe, incorrectly prepared, or incorrectly delivered products.
Where necessary for the investigation of a complaint, Sushi Room may request that the customer retain the affected product for inspection, provided this is reasonable and safe.
8. Refund Processing
When a refund is approved or legally required:
* Refunds will ordinarily be processed through the original payment method, unless another method is agreed upon or required by law.
* For payments made by bank card, the time required for funds to appear in the customer’s account may depend on the relevant bank or payment provider.
* For cash payments, an appropriate refund method will be agreed upon with the customer.
* Refunds will be processed within the time limits required by applicable legislation.
Where Sushi Room is responsible for an error, the customer will not be charged additional costs for an appropriate replacement or remedy.
9. Orders Placed Through Third-Party Delivery Platforms
For orders placed through third-party delivery platforms, customers may also submit complaints through the relevant platform’s customer support system.
Sushi Room will cooperate with the delivery platform in reviewing complaints concerning food preparation, product quality, missing items, and other matters attributable to the restaurant.
Refund processing may be administered by the platform in accordance with its procedures and applicable law.
The involvement of a third-party delivery platform does not remove any legal responsibility that Sushi Room may have toward the customer.
10. Fairness and Prevention of Misuse
Sushi Room is committed to resolving genuine customer concerns fairly and professionally.
We also reserve the right to review complaints carefully to protect against inaccurate, misleading, duplicate, or fraudulent refund requests.
Each request will be evaluated on its individual merits, taking into account the circumstances and available evidence.
A refund or replacement will not be refused arbitrarily, and customers’ statutory rights will always be respected.
11. Contact Information
For questions, complaints, replacement requests, or refund inquiries, please contact us:
Sushi Room
Website: www.sushiroom.ge
Customers may also contact the Sushi Room branch where their order was placed through its official contact channels.
12. Applicable Law
This Return, Replacement & Refund Policy is governed by the legislation of Georgia, including the Law of Georgia on the Protection of Consumer Rights.
Nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights established by Georgian law.
Sushi Room reserves the right to update this policy periodically. The latest version will be published on our official website.