Wolt Product Return Policy

  1. This General Product Return Policy is an integral part of the User Terms of Service available on Wolt’s service. In case of any discrepancies between these terms and the User Terms of Service, these terms will prevail.

  2. The terms in this General Product Return Policy will have the meaning given to them in the User Terms of Service unless explicitly written otherwise.

  3. Please note that the Partner that offers its products for sale on Wolt Service may have separate terms or product return policy that apply in addition to these terms. In such cases, the Partner provides such terms separately on Wolt Service.

  4. The User has the right to cancel an Order for products for which the consumer has statutory cancellation rights according to the Consumer Protection Law, 5571-1981, within 14 days from the day of receiving these products. A person with a disability, a senior citizen, or a new immigrant may cancel within 4 months from the day of receiving the products, provided that the purchase of products included a conversation of such User with the Partner and/or Wolt. If the User contacts Wolt regarding a product return or requests a refund due to a defect, damage, or other deficiency in the product, Wolt may ask the User to send a photo of the product in question in order to document and verify the defects. 

  5. The limitations of consumers' statutory cancellation rights as set out in applicable laws apply to purchases within the Wolt Service. The right of cancellation shall not exist for Purchase Agreements concerning certain items, including, but not limited to, the following: perishable products - products that by their nature cannot be resold or may quickly go bad or pass their expiration date, "Information" as defined in the Computer Law, 1999, Goods that can be recorded, reproduced or duplicated, whose original packaging has been opened after delivery and Products made especially for the consumer. This means that the User cannot return, for example, perishable products by referring to statutory cancellation rights after purchase. The User cannot withdraw, cancel, or change an Order for such products once the Order has been placed. Please check your selection carefully before ordering.

  6. The Partner as the seller of the products included in the User order allows Wolt to receive the cancellation notice on its behalf. Accordingly, to exercise your right of cancellation, the User should provide Wolt a clear written cancellation notice within 14 days of receiving the products in any of the ways listed below: (1) the customer service chat in Wolt's service (recommended); (2) by email: support@wolt.co.il; (3) by registered mail to the address of Wolt at 8 Malacha St., Tel Aviv-Jaffa 6721508. The cancellation notice shall include the full name and email address of the User who made the Order, Order details including the Order number and date, the product in the order that requested for return, or any additional details that Wolt and/or the Partner request for the cancellation. The USER can provide cancellation notice also by returning the product to the Partner's point of sale, in which case proof of the Purchase Agreement on Wolt's service shall be provided to the Partner. The Partner's point of sale appears on the tax invoice/receipt provided to the User in relation to the purchase.

  7. If the User revoke the Purchase Agreement, Wolt will refund all payments we have received from the User in accordance with the applicable law and subject to the credit company's schedules. If you are entitled to a refund that has not yet been received, you can contact the credit company so that they can help you speed up the process. The delivery fee (and service fee where applicable) will not be returned in case of only a partial cancellation of your Order. In the event of a cancellation that is not due to a defect or discrepancy, the User will be charged a cancellation fee at the rate of 5% of the price of the products or NIS 100, whichever is lower.

  8. In the event of cancellation of the Purchase Agreement, Wolt will refund the price of the product payments for the Partner using the same payment method the User used and the same bank account from which the Order has been placed, unless expressly agreed with otherwise. If the User paid for the Order with Wolt credits or via Cibus, the refund will be made in Wolt credits.

  9. Returnable products must be returned as soon as possible after the cancellation of the Order and no later than 14 days from the date of the cancellation notice to the point of sale of the Partner from which the User placed the Order. The returned products must not be used and the product must be kept properly and in its original packaging. In the event of cancellation of a transaction due to a defect or discrepancy, an inspection will be performed with the User and, if necessary, a date will be arranged for the collection of the product.

  10. Wolt may offer from time to time in relation to certain Partners and/or products the Returns Service provided on an "as available" basis, which allows the User to make a return to the Partner's place of business from which the product was purchased in Wolt's service, through couriers who carry out the delivery services for Wolt without additional cost to the User ("Returns service"). You can be updated on the availability of the Returns Service, at any time in Wolt's service. Any use of the Returns Service is subject to the Returns Service Terms which can be found here.

  11. The User shall bear the direct costs of returning the products. The returned products should be in an unused condition and capable of being resold. The product shall be kept properly and in its original packaging. The User shall be liable for damage or any loss in value of the products while it was in his possession, including in the case of returning a product that has been used, whose packaging has been opened or damaged, that has been damaged, that has been damaged, that has broken down and/or that has suffered any damage. The User's legal right to revoke a Purchase Agreement will not derogate from the Partner's and/or Wolt's right to claim their damages in the event of returning products whose value has decreased.

  12. It is clarified that exchanges of products will only be possible if the Partner's return policy, as it appears in Wolt Service, allows this and only in the place the Partner has defined.