Cancellation and refunds

Cancelling an order

You can cancel an order that has not yet been started, either in the Swalk Club app or by calling the store. The full amount is refunded.

Once preparation has begun, food and drink orders cannot be cancelled. The item is made to your order and is perishable, so it cannot be sold again.

Right of withdrawal

Under Turkish consumer law (Law no. 6502) and the Distance Contracts Regulation, a consumer may as a rule withdraw from the contract within fourteen days without giving a reason and without penalty.

Article 15 of that Regulation lists the cases where this right does not apply. Some of our products fall within those exceptions:

• Drinks and food made to order, and products that are perishable or may pass their use-by date, are not covered by the right of withdrawal.
• Products whose packaging, tape or seal has been opened and which cannot be returned for reasons of hygiene are not covered either.
• Unopened packaged food and Swalk Premium textile items may be returned within fourteen days of collection.

Using the right of withdrawal

To withdraw, send us written notice within the fourteen-day period. You can email the address on this page or tell the store where you bought the item.

The product must be returned within ten days of that notice, with its receipt and, where applicable, its box, packaging and standard accessories.

Returns are made in person at the store where the item was collected. We do not accept returns by post: what we hand over in store comes back in store.

Faulty products

If something is wrong with what you received, you may ask for it to be replaced or refunded regardless of the withdrawal period.

Please tell the store the same day where possible, and at the counter in the case of prepared food and drink; remaking the item on the spot is the quickest fix.

Refunding wallet balance

You can ask for a refund of wallet balance you have loaded but not yet spent. Email the address on this page.

Spent balance is not refunded; it corresponds to a purchase already made in our stores. Balance and SwalkCoin points granted as part of a promotion or gift cannot be converted to cash.

How refunds are paid

An approved refund goes back to the card you paid with, by the method you used. We cannot refund in cash or to a different account.

The refund is started within fourteen days of your request reaching us at the latest. How long it takes to appear on your statement is up to your bank, usually a few working days, and is outside our control.

Payments are taken through PayTR Ödeme ve Elektronik Para Hizmetleri A.Ş.; refunds go back through the same channel.

If we cannot agree

You may take a complaint to the Consumer Arbitration Committee or the Consumer Court where you live, depending on the monetary thresholds published each year by the Ministry of Trade.

Please contact us first — most problems are settled the same day.