Returns & Right of Withdrawal
General Information
At Shems Special, we want every order to end in your complete satisfaction. This document governs your return and withdrawal rights under Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation. As our products are handmade food items, the return conditions are applied within the framework of food safety and hygiene principles.
Right of Withdrawal
The consumer has the right to withdraw from the contract within 14 (fourteen) days from the date on which they receive the purchased product, without giving any reason and without paying any penalty. To exercise the right of withdrawal, written notice must be given to us within this period.
Exercising the Right of Withdrawal
To exercise your right of withdrawal, you can reach us through the following channels:
- Email: info@shemsspecial.com
- Phone / WhatsApp: +90 535 817 28 20
Stating your order number, your name, and the products you wish to return in your notice helps speed up the process.
Return Conditions
- The product to be returned must be unopened, unused, and in resalable condition.
- The product must be sent complete, together with its box and any accessories.
- For reasons of food safety and hygiene, food products whose packaging has been opened cannot be accepted for return.
Exceptions to the Right of Withdrawal
Pursuant to Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised in the following cases:
- Perishable food products or those liable to expire,
- Products whose packaging has been opened after delivery and whose return is not suitable for reasons of health and hygiene,
- Products prepared specially in accordance with the Buyer's request and personal needs.
Since our Turkish delight, coffee, and beverage products are food items, products whose packaging has been opened fall within the scope of this exception to the right of withdrawal.
Refunds
Where the right of withdrawal is duly exercised, the product price is refunded to the account you specify within 14 days at the latest from the date the return reaches us, using the same payment method you used (bank transfer / EFT). Provisions regarding shipping fees and return costs are applied in accordance with the relevant legislation.
Damaged, Defective, or Incorrectly Shipped Products
If your order reaches you damaged, defective, or as a product different from the one you ordered, please have a report drawn up on the day you receive the product, if possible while the courier is present, and notify us as soon as possible at info@shemsspecial.com or via WhatsApp. In such cases, the exchange or refund is covered by us, and no shipping cost is charged to you.
Contact
For any questions regarding the return and withdrawal processes, you can reach us during business hours. We will get back to you as soon as possible.
