Cancellation and Refund Policy
Last Update: 16/2/2026
1. General Information and Right of Withdrawal
As Eylülzade, our priority is your satisfaction. In accordance with the Consumer Protection Law No. 6502, buyers have the authority to exercise their right of withdrawal within 14 days from the date of delivery. However, this right does not apply to food items in the "Products for which the Right of Withdrawal cannot be exercised" category.
2. Products Excluded from the Scope of Return
In accordance with Article 15 of the Distance Contracts Regulation; The right of withdrawal cannot be exercised for products whose packaging has been opened, tested, in danger of deterioration or likely to expire (honey, jam, plant extracts, food supplements, etc.). Returns of these products that are not suitable for health and hygiene are not accepted unless the product is defective (damaged/defective).
3. Order Cancellation
If your order has not yet reached "Preparing" or "Shipped" status, you can request cancellation by sending an email to info@eylulzade.com or by contacting our customer service. Cancellations cannot be made for orders that have been handed over to cargo; in this case, return procedures (for non-food products) apply.
4. Damaged and Defective Product Procedure
It is mandatory to check your package with the cargo officer during cargo delivery. If the package is crushed, broken, or leaking:
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Do not accept the cargo.
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Ask the cargo officer to prepare a "Damage Assessment Report".
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Report the situation to us immediately.
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For damaged packages received without a report, our company cannot process returns or exchanges, as the responsibility of the cargo company ends upon delivery.
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If there is a hidden defect inside the product (for example, a deterioration noticed when you open the lid), you must contact us within 24 hours with photographs showing the situation. If your claim is approved as a result of the evaluation, a new product will be sent free of charge or a refund will be given.
5. International Orders and Customs
For orders placed outside Turkey, customs duties, fees, and other charges that may arise according to the customs regulations of the destination country are entirely the responsibility of the buyer. If the product is returned to us because the buyer fails to pay customs fees or arbitrarily does not accept the package; all incurred shipping costs (round trip) and customs fees will be collected, and the remaining amount (if any) will be refunded, or no refund will be made at all. Arbitrary returns of food products are not accepted for international orders.
6. Refund Process
Refunds for transactions approved will be reflected on the card or account where the payment was made within 7 to 14 business days. This period may vary depending on the banks' transaction processes, and our company has no authority to intervene in this period.
7. Return Address and Contact
For your return or exchange requests, please contact us before sending the product.
E-mail: info@eylulzade.com