Overview
At Delulu Cafe (owned and operated by Kanendran Brito), we aim to provide fresh, high-quality food, beverages, and custom cakes. This policy explains how returns, cancellations, replacements, refunds, and complaints are handled for website (https://delulucafe.com/) and direct cafe orders, in line with the Consumer Affairs Authority Act, No. 9 of 2003 of Sri Lanka.
1. Food and Beverage Returns
For hygiene and food safety reasons, prepared food, beverages, cakes, and other perishable products cannot be returned or exchanged after collection or delivery due to a change of mind. However, we will review and resolve concerns involving:
- Incorrect items supplied, or paid items missing from your order.
- Damaged, spoiled, contaminated, or unsafe food or beverages upon collection or delivery.
- Prepaid orders not fulfilled due to item unavailability or our operational error.
- For orders delivered through a third-party delivery provider, please report any delivery issue to us promptly. Delivery fees charged directly by the provider are subject to that provider's own refund terms.
2. Order Cancellations
- Standard Food and Beverage Orders: Customers may request cancellation before kitchen preparation starts by calling +94 77 107 3985 immediately. Where a prepaid standard order is cancelled before preparation begins, a full (100%) refund will be provided. Once preparation has begun, cancellation is not possible.
- Custom Cakes and Event Orders (48-Hour Notice): Custom cakes and special-event orders require advance ingredient purchases and specialized preparation.
- Cancellations requested at least 48 hours before the scheduled collection or event time are eligible for a full refund, less any non-recoverable third-party custom printing or specialty costs explicitly disclosed before payment.
- Cancellations requested less than 48 hours before the scheduled collection time, or after custom cake preparation has started, are non-refundable.
- Table Reservations: Table reservations are free of charge, so no refund applies. Please inform us of cancellations as early as possible. Reserved tables are held for 15 minutes after the booked time.
3. Refund Requests
Please contact us promptly, within 6 hours of collection or delivery for food quality issues and no later than 24 hours for billing errors, by phone (+94 77 107 3985), WhatsApp, or email (delulucafe2024@gmail.com), and include:
- Order number or PayHere payment reference
- Customer full name and contact details
- A clear description of the problem
- Clear photographs of the affected item(s) and the order receipt
- We will assess each request fairly within 24 hours and offer a fresh replacement, partial refund, or full refund as appropriate.
4. Payment Refunds and Timelines (PayHere)
Online payments are processed in Sri Lankan Rupees (LKR) by PayHere. Approved refunds are handled according to the following payment method rules and timelines:
- Full Refunds on Card Payments (Visa, Mastercard, American Express, Diners Club, Discover):
- Same-Day Void: If a full refund is approved and initiated on the same day as the purchase, before the end of that day, PayHere voids the payment in real time and it reflects on your card as a payment void, usually immediately.
- Standard Card Refund: If a full refund is initiated after the day of purchase, it is returned to the original payment card through PayHere and typically reflects within 5 to 10 business days after processing, depending on your card-issuing bank.
- Partial Refunds and Non-Card Payment Methods (Mobile Wallets, QR and Internet Banking): PayHere supports automated refunds only for full card payments. Any approved partial refund, and any refund for an order paid via HelaPay, FriMi, Genie, eZ Cash, mCash, LANKAQR, or Sampath Vishwa, will be made manually by direct bank transfer (CEFT/SLIPS) to your nominated Sri Lankan bank account within 2 to 5 business days of receiving your bank details.
5. Late or Uncollected Orders (2-Hour Hold Rule)
Please collect takeaway orders promptly at the agreed pickup time. For food safety and hygiene reasons, freshly prepared takeaway orders are held for a maximum of 2 hours from the scheduled collection time. Prepared orders left uncollected for more than 2 hours are safely discarded and are not eligible for a refund or free replacement.
6. Legal Rights
Nothing in this policy excludes or restricts mandatory consumer rights available under the Consumer Affairs Authority Act, No. 9 of 2003, the Food Act, No. 26 of 1980, or other applicable Sri Lankan consumer protection laws.