Cancellation and Refund Terms

How to cancel an order, when you get a refund, and your right of withdrawal. The contract article each section is based on is given at its end. The contracts are the binding texts. If this page differs from them, the contracts apply.

1. Cancelling an order

We charge the order total when you place the order. If you have a valid reason, contact Customer Services through the channels on the Contact page to cancel. Once the order is cancelled, the refund is made automatically.

If you were given a receipt or invoice for the order, you need to return it as well.

(Terms of Use Art. 2.10 and Art. 2.11)

2. When we refund

We refund the order total in these cases:

The order was cancelled because your address is outside the delivery area.
The order was cancelled because it did not reach us.
You asked to cancel and the order had not been prepared yet, or it had been prepared and we approved the cancellation.
Some or all of the products were out of stock and the order was cancelled in part or in full.
You were not satisfied with the product and we approved the cancellation.
Delivery was delayed and we approved the cancellation.

(Terms of Use Art. 2.11)

3. Right of withdrawal (14 days)

You can withdraw from the purchase within 14 days of receiving the products, without giving a reason and without paying a penalty. Within that time, just notify us by post, phone or e-mail using the details on the Contact page. You can use the withdrawal form attached to the contract or simply state clearly that you are withdrawing.

You must return the product to the seller, or to someone the seller has authorised, within 10 days of sending the notice. Within 14 days of receiving your notice, and provided the product has been returned, the seller refunds the amount you paid in one payment to the payment method you used, with no cost or obligation to you.

(Distance Sales Contract Art. 5, Pre-Information Form Art. 6)

4. Products you cannot withdraw from

Under the Distance Contracts Regulation, the right of withdrawal does not apply to:

Products prepared to your wishes or personal needs.
Products that spoil quickly or may pass their expiry date.
Products whose packaging, tape, seal or wrapping has been opened after delivery, where a return is not suitable for health or hygiene reasons.
Products that get mixed with other products after delivery and by their nature cannot be separated.

(Distance Sales Contract Art. 6, Pre-Information Form Art. 7)

5. Damaged or defective product

Check the product before you accept it. Do not accept a product with a defect or damage that a simple check would reveal. If you accept it without checking, you are deemed to have accepted it as sound and undamaged.

(Distance Sales Contract Art. 4.11, Pre-Information Form Art. 8)

6. Out of stock or cannot be delivered

If a product cannot be delivered because it is out of stock or because of an exceptional situation such as force majeure, we let you know without delay. The sale is cancelled and the amount you paid is refunded to your credit card on the same day.

(Distance Sales Contract Art. 4.16, Pre-Information Form Art. 12)

7. Reasons on your side

If the problem is caused only by you, we reserve the right not to refund. The conditions for returning products follow the Distance Sales Contract, the Pre-Information Form and the law. Your right of withdrawal and your other rights under consumer law are unaffected.

(Terms of Use Art. 2.11 and Art. 2.19)

8. Questions, complaints and disputes

For any question, request or complaint, use the address, e-mail or phone number on the Contact page. For complaints and objections you can also apply to the Consumer Arbitration Committee or the Consumer Court of the place where you bought the product or where you live, within the monetary limits the Ministry of Trade announces each year.

(Pre-Information Form Art. 14)