Refund & Cancellation Policy

1. Perishable Food Items & Change of Mind (නැවුම් ආහාර සහ අදහස් වෙනස්වීම් පිළිබඳ ප්‍රතිපත්තිය)

At Hela Rasa (helarasa.com), we take immense pride in cooking and preparing all Sri Lankan shorties, fried rice, kottu, rice & curry, and curry packs fresh to order. All food packages are temperature-controlled and dispatched via Yamato Transport Cool TA-Q-BIN (ヤマトクール便).

Due to the perishable, fresh, and refrigerated nature of our food products and strict Japanese hygiene regulations, we cannot accept returns or exchanges for change of mind once an order has been prepared, packed, or dispatched.

2. Order Cancellations & Modifications (ඇණවුම් අවලංගු කිරීම හෝ සංශෝධනය කිරීම)

Orders can only be modified or cancelled before the kitchen begins food preparation or packing. Because ingredients are prepped and dishes are freshly cooked according to confirmed daily schedules, cancellation is not possible once kitchen processing has started.

If you need to change your delivery address, update your selected delivery time slot, or cancel your order, please notify us immediately via WhatsApp:

• WhatsApp Hotline: +81 70-2311-1071
• Required Information: Order ID / Full Name / Requested Change

If your cancellation request is received and confirmed prior to cooking/preparation, a full refund will be processed promptly.

3. Delivery Transit Damage & Spoiled Food Policy (ප්‍රවාහනයේදී සිදුවන හානි සහ නරක් වූ ආහාර පිළිබඳ ප්‍රතිපත්තිය)

Spoiled Food Reporting Window - Strictly Within 1 Hour (ආහාර නරක් වී ඇත්නම් පැය 1ක් ඇතුළත දැනුම් දීම අනිවාර්ය වේ):

If your food package arrives spoiled or with quality compromised upon receipt, you must contact our customer support team strictly within 1 hour of package delivery timestamp (පාර්සලය භාරගෙන පැය 1ක් ඇතුළත).

Because freshly cooked and chilled food naturally spoils if left at room temperature without immediate refrigeration, any quality or spoilage complaints reported after 1 hour of delivery will not be eligible for replacement or refund (පැය 1කට පසු ඉදිරිපත් කරන පැමිණිලි සඳහා වන්දි හෝ මුදල් ආපසු ගෙවීම් සිදු කළ නොහැක).

Resolution Guarantee for Verified Claims: Upon verifying the issue within the 1-hour window, Hela Rasa will arrange:

1. Free Replacement: A replacement dish sent on the earliest express dispatch cycle, OR
2. Full / Partial Refund: An immediate refund for the spoiled item(s) processed to your original payment method.

4. Customer Absence, Incomplete Address & Carrier Retention (ලිපිනය වැරදීම සහ පාර්සල් භාර නොගැනීම පිළිබඳ වගකීම)

Yamato Transport Cool TA-Q-BIN maintains a strict maximum retention period of 3 days (including the initial delivery attempt date) for refrigerated/chilled parcels.

Customers are strictly responsible for:

• Providing an accurate, complete Japanese address (including 7-digit postal code 〒, prefecture, city, chome/banchi, building name, and room/apartment number).
• Ensuring someone is available to receive the refrigerated package during the chosen delivery time slot.
• Contacting Yamato immediately using the absence notice slip (不在票 - fuzaihyo) left in your mailbox if you missed the delivery.

5. Refund Processing Time & Payment Methods (මුදල් ආපසු ගෙවන ආකාරය සහ කාලසීමාව)

Once an approved refund is confirmed by our customer service:

• PayPay Payments: Refunds are credited directly back to your PayPay balance or PayPay account within 24 hours of approval.
• Bank Transfer Payments: Refunds will be transferred back to your designated Japanese or Sri Lankan bank account within 1 to 3 business days.
• Notification: A confirmation message and transaction receipt will be sent directly to your WhatsApp.

6. Contact & Support Information (පාරිභෝගික සහාය සහ විමසීම්)

For any questions regarding cancellations, claims, or refund inquiries, please get in touch with our team. We are dedicated to ensuring every Sri Lankan in Japan enjoys a top-quality, delightful dining experience!