Authentic Nepali & Asian Groceries in Osaka

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Refunds & Returns Policy

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Effective Date: 1st Oct, 2026

At SulavMart, customer satisfaction is our priority. Since we deal in grocery and perishable items, our Return & Refund Policy is designed keeping in mind the nature of these products.

1. Return eligibility

  • Due to the perishable and consumable nature of grocery products, we do not accept returns for change of mind, incorrect selection, or if the product has been opened/used, unless the item falls under the conditions below.
  • We accept returns/replacements only if:
    • The product delivered is damaged, spoiled, or defective at the time of delivery.
    • The product delivered is expired or nearing expiry beyond acceptable shelf-life standards.
    • You received the wrong item (different from what was ordered).
    • The product is missing parts or quantity as mentioned on the invoice.

2. Conditions for Claiming a Return

    • The issue must be reported within 24 hours of delivery (recommended for perishable/grocery items).
    • The product must be unused and in the same condition you received it, with original packaging, seal, and invoice (applicable for non-perishable/damaged claims).
    • You must provide clear photo/video evidence of the damaged, defective, or incorrect product at the time of raising the request.
    • Claims made without supporting evidence or after the reporting window may not be entertained.

3. Non-Returnable Items

  • The following items cannot be returned or refunded once delivered, except in case of damage at delivery:
    • Fruits, vegetables, and perishable food items
    • Dairy products, bakery items, and frozen foods
    • Opened, used, or partially consumed products
    • Items without original packaging, tags, or invoice

4. How to Report a Damaged/Wrong Product

    1. Contact our customer support at contact@sulavmart.com within 24 hours of delivery.
    2. Share your Order ID, along with photos/videos of the damaged, defective, or incorrect item.
    3. Our team will review your request within 5 business days.

5. Refund Process

    • Once your claim is verified and approved, refunds will be processed within 7 business days.
    • Refunds will be made to the original payment method (or as store credit, if applicable).
    • Alternatively, you may opt for a free replacement of the damaged/wrong item instead of a refund, subject to availability.

6. Non-Refundable Situations

  • Refunds will not be issued if:

    • The claim is raised after the reporting window has passed.
    • The product shows signs of misuse, tampering, or improper storage by the customer.
    • No photo/video evidence is provided to support the claim.

7. Contact Us

  • If you have any questions about this Return & Refund Policy, please contact us at:

    • Email: contact@sulavmart.com
    • Phone: +81 80-4840-3384
    • Address: 1 Chome-7-1 Shioji, Nishinari Ward, Osaka, 557-0052, Japan

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