Cancellation and Return Policy
Cancellation and Return Policy
Orders placed through www.ellagenix.com are subject to cancellation, return, and exchange procedures in accordance with the Turkish Law No. 6502 on Consumer Protection and the Regulation on Distance Contracts. To ensure that the process proceeds quickly and smoothly, we kindly ask you to review the following information regarding our return conditions.
1. Order Cancellation
To cancel your order before it has been shipped, you may submit a cancellation request through your account on www.ellagenix.com or by contacting our customer service team. Orders that have already been shipped cannot be directly cancelled; in such cases, you must initiate the return process after receiving the product.
Once your cancellation request has been approved, the amount you paid will be refunded using the original payment method. For credit card refunds, the time required for the refund to appear in your account may vary between 2–10 days depending on your bank's processing procedures.
2. Right of Withdrawal
Under the Regulation on Distance Contracts, you have the right to withdraw from the contract within 14 (fourteen) days from the date you receive the product, without providing any reason and without paying any penalty.
However, for cosmetic and personal care products, this right is subject to the condition that the product's packaging has not been opened, the product has not been tried, and it has not been used. Due to health and hygiene considerations, returns cannot be accepted for products whose packaging has been opened.
In addition, perishable goods, products prepared specifically for the customer, goods that become mixed with other products after delivery, and digital content delivered instantly in an electronic environment are excluded from the right of withdrawal.
If you wish to exercise your right of withdrawal, you may submit your notification through the Return / Withdrawal Form available on our website, by email, or by registered mail.
You must send the product within 14 days from the date of your withdrawal notification through our contracted shipping company, together with its original box, packaging, and any standard accessories, complete and undamaged.
If you use our contracted shipping company, the return shipping fee will be covered by us. If you choose a different shipping company, the return shipping cost will be your responsibility.
Once the product reaches us, it will be inspected. If it is confirmed that the product is unopened, unused, and undamaged, the refund process will be initiated.
Following approval of the return, the product price and, where applicable, the delivery cost will be refunded within 14 days in accordance with your original payment method. For credit card refunds, the time required for the refund to appear in your account may vary between 2–10 days depending on your bank's processing procedures.
3. Damaged or Incorrect Delivery
When your order arrives, we recommend checking the external condition of the package in the presence of the courier before accepting the delivery.
If you notice any crushing, moisture, or other visible damage to the package, please ask the courier to prepare an incident report and do not accept the delivery.
Damage claims submitted after accepting a package without an incident report may not be considered.
4. Contact
For cancellation and return requests or any questions regarding our policy, you can contact us through the following channels:
Email: ______________________________
Phone: ______________________________
Address: Barbaros Mah. Çiğdem Sokak No:1/19 Kat:4 Ağaoğlu My Office Ataşehir/İstanbul
www.ellagenix.com