Return & Refund Policy

At Sweven, we are committed to providing our customers with fresh, high-quality food and accurate, timely service.

Because our products are prepared specifically for each order and many of our food products are perishable, returns of prepared food are generally not accepted once the order has been prepared or delivered, except where applicable by law or as described below.

1. Order Cancellation

Customers may request cancellation of an order by contacting us as soon as possible after placing the order.

Cancellation requests are subject to the status of the order:

• If the order has not yet been accepted or preparation has not started, we will make reasonable efforts to cancel the order and provide a refund where applicable.

• Once preparation of the order has started, cancellation may not be possible.

• Once the order has been dispatched for delivery, cancellation is generally not possible.

To request a cancellation, please contact us immediately at 01282555753 and provide your order number.

2. Incorrect or Missing Items

If you receive an incorrect or incomplete order, please contact us as soon as possible after delivery.

We may request photographs of the delivered order and/or other information necessary to investigate the issue.

Depending on the circumstances, we may:

• Deliver the missing item;

• Replace an incorrect item;

• Provide a partial refund; or

• Provide a full refund for the affected item or order.

3. Food Quality Issues

If you believe that an item has a significant quality issue, please contact us as soon as possible after receiving your order.

For food safety and quality reasons, please do not consume an item if you believe it is unsafe or materially different from what you ordered.

We may request photographs, the order number, delivery details, and other information needed to investigate the complaint.

If the issue is confirmed, we may provide a replacement or refund for the affected item, as appropriate.

4. Damaged or Spilled Orders

If your order arrives damaged, spilled, or in an unsuitable condition, please contact us immediately after delivery.

Where reasonably possible, please provide photographs of the order and packaging.

Following review, we may provide a replacement, partial refund, or full refund depending on the circumstances.

5. Refunds

If a refund is approved, the refund will normally be processed using the original payment method used for the order.

The time required for the refund to appear in your account may depend on your bank, payment provider, or card issuer.

Where applicable, delivery charges may also be refunded depending on the nature and cause of the issue.

6. Orders Paid by Cash

For cash-on-delivery orders, any approved refund will be arranged directly with the customer and may be provided through an agreed refund method.

Additional information may be requested to process the refund securely.

7. Non-Refundable Situations

A refund will generally not be provided where:

• The customer changes their mind after food preparation has started;

• The customer provides an incorrect delivery address;

• The customer is unavailable to receive the order after reasonable delivery attempts;

• The customer refuses delivery without an issue attributable to the restaurant;

• The customer provides incorrect order information;

• The complaint is made after an unreasonable period following delivery without sufficient evidence of an issue.

These limitations do not affect any rights that cannot legally be excluded under applicable Egyptian law.

8. Refund for Unavailable Items

If an item becomes unavailable after an order has been placed and paid for, we will contact the customer where reasonably possible.

The customer may be offered:

• A suitable alternative;

• A partial refund for the unavailable item; or

• Cancellation and refund of the affected order, as applicable.

9. Consumer Rights

Nothing in this policy is intended to limit or exclude any mandatory rights granted to consumers under applicable Egyptian laws and regulations.

In particular, applicable consumer protection requirements concerning defective or non-conforming goods remain unaffected.

10. How to Contact Us

For cancellation, refund, replacement, or order-related complaints, please contact:

Sweven Restaurant 
Address: 127 Othman Ibn Affan, Heliopolis, Cairo, Egypt
Phone: 01282555753
Email: hossamyunis@gmail.com

Please include your order number whenever possible so that we can assist you quickly.