Authentic Nepali & Asian Groceries in Osaka

+81 80-4840-3384

contact@sulavmart.com

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Cancellation Policy

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Effective Date: 1st Oct, 2026

Welcome to Sulav Mart. Because we deal in fresh groceries, perishables, and daily essentials, our orders are prepared and dispatched quickly — please read this policy carefully so you know your cancellation window.

1. Order cancellation

    • Orders can only be cancelled before they are packed for delivery.
    • Since grocery orders (especially fresh produce, dairy, bakery, and frozen items) are picked and packed shortly after being placed, the cancellation window may be short — often just a few hours.
    • Once your order has been packed or handed over for delivery, it cannot be cancelled.
    • Combo sets and bulk/wholesale orders may have a shorter cancellation window due to advance preparation.

2. How to cancel

  • To cancel your order:

    • Contact us as soon as possible at contact@sulavmart.com or call +81 80-4840-3384
    • Provide your Order ID, registered name, and phone number
    • Our team will confirm whether your order is still eligible for cancellation based on its current status (received, packed, or dispatched)

3. Refund for cancelled orders

  • If your cancellation is confirmed before packing, a full refund will be issued.
  • Refunds are processed back to your original payment method within 5–7 business days.
  • For Konbini or Pay-easy payments, refunds may be issued via bank transfer instead, and additional details may be requested.

4. Late Cancellation

  • A late cancellation is one requested after your order has already been packed or dispatched for delivery.
  • Because perishable and fresh items cannot be restocked once packed, late cancellations generally cannot be accepted, and no refund will be issued for items already out for delivery.
  • If a delivery attempt fails due to the customer being unavailable, this will be treated as a late cancellation, and standard delivery charges (if any) may still apply.

5. Store Initiated Cancellation

We reserve the right to cancel an order in the following cases:

  • The item is out of stock or unavailable at the time of packing (common with fresh produce and seasonal items)
  • Payment issues or failed payment verification
  • Pricing or listing errors
  • Suspected fraudulent activity
  • Delivery is not possible to the provided address

If we cancel your order, you will be notified by phone or email, and a full refund will be issued to your original payment method.

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+81 80-4840-3384
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We provide fresh groceries, daily essentials, and quality products delivered with care, making your everyday shopping simple and convenient.

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