Refund policy
Refund & Return Policy
Last updated: 6 May 2026
1. Our promise
We're forgiving on returns. We'd rather make a customer right than argue. The policy below is the formal version, but in practice — if something is wrong with your order, email us and we'll work it out.
2. 30-day return window
You have 30 calendar days from the date of delivery to return most items for a full refund. This extends beyond the 14-day statutory right of withdrawal under EU consumer law (Directive 2011/83/EU and § 1829 of the Czech Civil Code).
Conditions for a standard return
- The item must be unused and in original condition
- Original packaging where possible (we understand this isn't always realistic — we won't refuse a refund just because a box is dented)
- A copy of your order confirmation or order number
3. How to start a return
Email with:
- Your order number
- Which item(s) you want to return
- The reason for the return (you don't have to give one for a standard 14-day withdrawal, but it helps us improve)
We'll reply within one business day with return-shipping instructions and our return address.
Do not ship items back without contacting us first — returns sent without a return authorisation may be delayed or refused.
4. Return shipping costs
- For 14-day right-of-withdrawal returns: you pay return shipping (this is the consumer's responsibility under EU law)
- For our extended 30-day window (after the 14-day period): you pay return shipping
- For damaged, defective, or wrong items: we pay return shipping — keep the receipt and we'll reimburse it
We recommend using a tracked shipping method. We're not responsible for return shipments lost in transit by the carrier.
5. Refund timing
Once we receive and inspect your return:
- We'll confirm the refund within 2 business days
- Refunds are issued to the original payment method
- Card refunds typically appear on your statement within 3–10 business days (the exact timing depends on your bank, not us)
- For B2B invoice payments, refunds are made by bank transfer to the account that paid
You'll receive an email when the refund is processed.
6. What can be refunded
- The full price you paid for the returned item(s)
- Original outbound shipping cost up to the cost of standard shipping (if you returned the entire order)
- We do not refund the cost of express or upgraded shipping options
7. Damaged or incorrect orders
If your order arrives damaged or you receive the wrong item, contact us within 48 hours of delivery with:
- Your order number
- Photos of the damaged item, the packaging, and the shipping label
We will arrange a replacement or full refund — your choice. You usually do not need to ship the damaged item back unless we ask. We pay any return shipping in this case.
8. Items that cannot be returned
For hygiene, safety, or commercial reasons, the following items cannot be returned unless they are damaged or defective:
- Knives that have been used or have had their protective packaging removed (sealed, unused knives in original packaging can be returned)
- Custom-branded products (B2B accounts ordering Neta boxes or other items with custom logo printing)
- Made-to-order or pre-order items that have already entered production
- Consumables — Baran sushi grass, Pichit dehydrating sheets, oil sprays, gloves — once the seal is broken
- Suzumo equipment and other B2B machinery (see B2B section below)
If a knife or other excluded item arrives with a manufacturing defect or damage, that is covered separately under our warranty (see § 11).
9. Pre-orders
If you place a pre-order for a product not yet in stock (for example, an upcoming Kappa Kanpeki batch):
- You can cancel the pre-order at any time before it ships, for a full refund
- Once the order ships, the standard 30-day return window applies
- We are not liable for delays in production or shipping of pre-order items beyond reasonable control, but we will keep you updated and offer a full refund if the delay becomes unreasonable
10. B2B and wholesale returns
The 14-day consumer right of withdrawal does not apply to B2B contracts under EU law. For B2B Customers:
- Returns of standard catalogue items are possible within 14 days of delivery, subject to a possible restocking fee for items not in original condition
- Suzumo equipment and other commercial machinery is non-returnable once shipped, except in the case of manufacturing defects (covered by the 12-month commercial warranty)
- Custom-branded items, modified equipment, or made-to-order machinery are non-returnable
- Specific B2B return terms may be agreed in writing per order
If you're a B2B Customer with a return question, email directly.
11. Warranty claims (separate from returns)
Returns and warranty claims are different things:
- Returns = you change your mind or there's a problem at delivery. Use this policy.
- Warranty claims = a manufacturing defect appears during normal use, after the return window has closed. Use the warranty process outlined in our .
Consumer customers in the EU have a 24-month statutory warranty under § 2161 et seq. of the Czech Civil Code. B2B Customers have a 12-month commercial warranty unless otherwise agreed in writing. Suzumo equipment carries a 12-month commercial guarantee from the manufacturer.
For warranty claims, email with your order number, photos of the issue, and a description of the problem. We will respond within one business day.
12. The Kappa Kanpeki magnet replacement
If a magnet on your Kappa Kanpeki comes loose or detaches in normal use — at any point, regardless of how long you've owned it — email us and we will replace the affected wedges free of charge. This is a known engineering issue we are actively addressing, and we'd rather replace the unit than have you lose faith in the product.
13. US customer specific terms
Our US warehouse only stocks select items: Kappa Kanpeki, SSC Fish Paper, Hangiri, and Neta Boxes. If a US customer places an order for any item outside this list, the order will be automatically refunded within 2 business days — we do not ship across the Atlantic for individual orders.
14. Contact
Returns and refunds:
B2B returns:
Phone: +420 725 035 208
Smart Sushi Chef s.r.o.
Kaprova 42/14, 110 00 Prague, Czech Republic
VAT ID: CZ 21272336