Refund, Return and Cancellation Policy

Overview

Because Shushu’s sells freshly prepared food, returns are generally not accepted once food has been prepared, dispatched or delivered.

However, we care about customer satisfaction and will review valid complaints fairly.

When You May Request a Refund or Replacement

You may contact us for a refund, partial refund, replacement or correction if:

  • You received the wrong item.
  • An item was missing from your order.
  • The food was damaged or spilled during delivery.
  • The order was cancelled by us after payment.
  • The food was not delivered due to an issue caused by us.
  • There is a clear quality issue reported immediately.
  • You were charged incorrectly.
  • A duplicate order or payment was made due to a system issue.

When Refunds May Not Be Approved

Refunds may not be approved if:

  • You changed your mind after food preparation started.
  • You provided the wrong address.
  • You were unreachable during delivery.
  • You refused to pay on delivery without a valid reason.
  • You selected the wrong item.
  • You selected the wrong spice level.
  • You failed to mention an allergy or dietary restriction before ordering.
  • The food was delivered but the complaint was made too late.
  • Most of the food was consumed before the issue was reported.
  • The issue relates to normal differences in food appearance, portion presentation or spice perception.
  • The order was placed through a third-party platform and must be handled by that platform.

How to Report an Issue

If there is a problem with your order, contact us as soon as possible.

Please provide:

  • Your name.
  • Phone number.
  • Order number if available.
  • Date and time of order.
  • Description of the issue.
  • Photos of the food or packaging where relevant.
  • Whether you ordered through the website, WhatsApp, Uber Eats or Glovo.

Send complaints to:

sales@shushupeppersoup.co.ke

Timeframe for Complaints

Food-related complaints should be reported as soon as possible after delivery, preferably immediately upon receiving the order.

Delayed complaints may be difficult to verify and may not qualify for a refund or replacement.

Refund Method

Where a refund is approved, it may be processed through the original payment method or another agreed method.

For pay-on-delivery orders, refunds may be handled through M-Pesa where applicable.

Processing times may vary depending on the payment method and circumstances.

Cancellations

Orders may be cancelled only if preparation has not started.

Once food preparation has begun, cancellation may not be possible. Once an order has been dispatched, cancellation will generally not be accepted.

If you need to cancel, contact us immediately.

Third-Party Platform Orders

For orders placed through Uber Eats or Glovo, refund and cancellation requests may need to be handled through the respective platform.

Shushu’s may assist where possible, but platform policies may apply.