Refund policy

Hommakase Cancellation & Refund Policy

Hommakase by Sang products are fresh, ready-to-eat food items, prepared to order. As such, cancellations and refunds are subject to the conditions outlined below.

   

Cancellation Policy

Please notify us as soon as possible if you need to request any changes to your order date or time.

Standard Cancellations

• Custom orders or special ingredient orders (including but not limited to lobster) cancelled within 48 hours of the scheduled pick-up time will incur a 100% cancellation fee.
• All other standard orders cancelled within 24 hours of the scheduled pick-up time will incur a 100% cancellation fee.

Please note that refunds and rescheduling are not available within these timeframes.

 

Special Occasion & Peak Period Catering

Special occasion catering orders, including but not limited to Christmas, Easter, Mother’s Day, and other peak periods, must be cancelled or amended at least 5 days prior to the scheduled pick-up date.

• Cancellation or refund requests made within 5 days of pick-up will not be accepted, and no refund (partial or otherwise) will be issued.

   

Right to Cancel or Adjust Orders

Hommakase by Sang reserves the right to:

• Cancel any order in cases such as suspected or high-risk fraud, and
• Adjust invoices for any changes requested or required prior to order pick-up.

Eligible Refunds

Refunds may be issued in the following circumstances:

• Custom orders or special ingredient orders cancelled more than 48 hours prior to the scheduled pick-up time
• Special occasion or peak-period catering orders cancelled more than 5 days prior to the scheduled pick-up date
• All other standard orders cancelled more than 24 hours prior to the scheduled pick-up time

Approved refunds will be processed excluding payment surcharges and/or service fees.

Refund Policy

Faulty or Defective Goods

If the goods you receive are defective or not of acceptable quality, we will provide a replacement or full refund, as appropriate.

    

Non-Refundable Circumstances

Refunds or returns will not be provided for:

• Change of mind or incorrect selections
• Incorrect order details submitted at checkout (including date, time, delivery address, or onsite contact)
• Damage occurring during transit and after collection or delivery
• Theft, loss, or damage occurring in public or unattended areas

It is the responsibility of the customer placing the order to ensure all order details are correct at the time of purchase.

Hommakase by Sang is not responsible for:

• Goods transported by third-party providers not owned or operated by Hommakase by Sang, such as Uber, Didi or/and other thrid-party delivery platform/providers
• Any costs, damages, or expenses incurred as a result of such arrangements

Quality Guarantee

We guarantee that our products:

• Are of acceptable quality, meaning they are safe, fresh, and free from defects
• Are prepared to a high standard and suitable for their intended purpose
• Match the description provided, noting that presentation may vary slightly as all products are hand-made

Refund & Replacement Requests

If you believe you are eligible for a refund or replacement, please contact us within a reasonable time after purchase at hommakase@bysang.com.au . 

Place in the Subject Title: Refunds and Return and your full 8 digits order number starts with 202xxxxx. We welcome you to attached images explaining your questions.  Please provide details about the manner in which the goods fail to serve their purpose or are defective.