BURCUONLINE CONSUMER RIGHTS – WITHDRAWAL, CANCELLATION, AND RETURN CONDITIONS

1. General Principles

For sales made through www.burcuonline.com; the provisions of Law No. 6502 on the Protection of Consumers, the Distance Contracts Regulation, and other applicable legislation are applied.

The provisions on this page do not eliminate or limit the compulsory rights arising from the law for consumers. Each order is evaluated considering the nature of the product, packaging status, food safety conditions, and the specifics of the actual case.

Seller Information:

Mehmet Kocaman – Kocaman R&D Consultancy Industry Commerce and Education Services

Website: www.burcuonline.com

Address: Kocacami Neighborhood, Lefke Street, Building No:16, Burhaniye/Balıkesir

Phone and WhatsApp: 0530 882 75 00

Email: info@burcuonline.com

Certified Email (KEP) Address: mehmet.kocaman.10@hs01.kep.tr

2. Order Cancellation

The customer may request cancellation of the order before it has been shipped or delivered to the relevant carrier via the phone/WhatsApp line at 0530 882 75 00 or the email address info@burcuonline.com.

If the order has already been handed over to the shipping carrier, the request is assessed within the scope of the product's nature, right of withdrawal conditions, and exceptions to the right of withdrawal.

In cases where the supply or delivery of the ordered product becomes legally or practically impossible, the customer is informed, and payments made are refunded in accordance with the periods and methods stipulated by the applicable legislation. The mere unavailability of the product in stock is not considered as impossibility of performance alone.

3. Right of Withdrawal

Except for the exceptions to the right of withdrawal, consumers may withdraw from the contract within 14 days from the date of receiving the product without stating any reason or paying any penalty in distance sales.

If multiple products in a single order are delivered on separate days, the withdrawal period may start from the date the last product is received according to the relevant legislation.

A written notice or notification via a durable medium directed to Burcuonline within the withdrawal period is sufficient to exercise the right of withdrawal. Notifications can be made through the following channels:

Email: info@burcuonline.com

Certified Email: mehmet.kocaman.10@hs01.kep.tr

Phone and WhatsApp: 0530 882 75 00

Including order number, customer's full name, contact information, the products to be returned, and the request clearly in the withdrawal notification helps ensure the process is handled more quickly.

4. Returning the Product

If Burcuonline does not offer to collect the product itself, the consumer must return the product to the seller or an authorized person within 14 days from the date of the withdrawal notification.

The contracted carrier and return method to be used for the return will be communicated to the customer in the preliminary information form related to the order or after receiving the return request. When using the carrier and return method specified by Burcuonline, no return shipping costs related to the right of withdrawal are charged to the consumer.

If the specified carrier does not have a branch in the consumer’s location, necessary guidance will be provided for collecting the product from the consumer within the framework of the conditions stipulated by the legislation.

The product to be returned should be securely packaged together with accessories, promotions, gifts, and documents sent together with the product. Changes arising from the consumer examining the product only to the necessary extent to determine its nature, characteristics, and functioning are evaluated within the scope of mandatory legislation.

5. Exceptions to the Right of Withdrawal in Food Products

Since Burcuonline primarily sells food products, the following exceptions are especially important.

According to legislation, the consumer;

• Cannot withdraw for products that are perishable or have a short expiry date,

• Cannot withdraw for products specially prepared according to the consumer's request or personal needs,

• Cannot withdraw for products whose packaging, band, seal, package, or other protective elements have been opened after delivery and whose return is inappropriate for health or hygiene reasons,

• Cannot withdraw for products that mix with other products after delivery and cannot be separated due to their nature,

withdrawal rights may not apply.

Not every food product is automatically exempt from the right of withdrawal. Requests regarding products with a suitable shelf-life, unopened protective packaging, unspoiled and suitable for resale are evaluated separately considering the nature of the product and applicable legislation.

Exceptions to the right of withdrawal do not eliminate the consumer's legal rights regarding defective, spoiled, damaged, expired, incorrect, or inappropriate products.

6. Damaged, Spoiled, Incomplete, or Incorrect Products

It is recommended that the customer check the package during delivery. If there is any crushing, opening, leakage, breakage, or obvious damage on the packaging, a damage report should be made with the cargo person if possible.

In case of delivery of damaged, spoiled, incomplete, expired, or incorrect products, the customer may send photos or videos of the package and product along with the order number as soon as possible to info@burcuonline.com or the WhatsApp line at 0530 882 75 00.

The absence of a damage report does not automatically void the consumer’s legal rights. The request is examined using available information and documents.

For defective products, the consumer has rights under Law No. 6502 to;

• Return the product and withdraw from the contract,

• Request a price reduction proportional to the defect,

• Request free repair if it does not require excessive cost,

• If possible, request replacement with a defect-free equivalent product,

and may use the most appropriate of these rights. Due to the nature of food products, if free repair is not applicable, other selective rights are considered.

7. Refund

After receipt of a valid withdrawal notice by Burcuonline, all payments made are refunded within the time periods stipulated by legislation and via the payment method used by the customer during the purchase.

Credit card payments are refunded to the related card, while wire transfers or EFT payments are refunded to the bank account provided by the customer. Although Burcuonline performs refunds on time, the reflection of the amount in the account may vary depending on the bank or payment institution’s processing times.

If the entire order is validly returned within the right of withdrawal, standard delivery fees required to be refunded under the legislation are also reimbursed to the consumer.

In case of partial or full return of orders containing campaigns, discounts, gifts, or promotions, whether the campaign conditions cancel out and, if so, the amount to be refunded may be recalculated without creating unfair conditions against the consumer.

8. Cancellation and Returns for International Orders

Cancellation, withdrawal, and return requests for international orders are evaluated considering the product’s nature, mandatory consumer and customs legislation of the destination country, food import rules, and international transportation conditions.

Before initiating any return from abroad, the customer must contact Burcuonline via info@burcuonline.com or the WhatsApp line at 0530 882 75 00.

Refunds of import taxes, customs clearance, storage, and similar fees collected by customs, the carrier, or other agencies in the destination country are subject to the rules of those agencies and the legislation of the relevant country.

Costs arising from refusal of acceptance by the recipient, non-payment of required customs taxes, failure to provide required documents and information, or incorrect address notification causing return to Turkey are evaluated considering the source of liability, preliminary information provided to the customer, and mandatory legislation.

9. Examination of Return Applications

Return and complaint applications received by Burcuonline are examined considering order records, product nature, packaging status, photographs and videos, cargo records, storage conditions, and relevant legislation.

Following the examination, the customer is informed about the applicable option among product replacement, reshipment, partial refund, or full refund.

10. Resolution of Disputes

The consumer may first contact Burcuonline customer service to seek resolution of their request.

If the dispute cannot be resolved, the consumer may apply to the Consumer Arbitration Committee in their locality or the place of the consumer transaction, within the monetary limits effective on the date of application.

For disputes exceeding the monetary limit, provided that mediation provisions as a prerequisite for litigation are reserved, applications can be made to the Consumer Court; if no Consumer Court exists, to the Civil Court of First Instance acting as Consumer Court.

11. Effectiveness and Updates

This text may be updated due to changes in current consumer regulations, Burcuonline's sales and delivery processes, or service terms.

The updated text is effective from the date it is published at www.burcuonline.com. The consumer’s mandatory rights valid at the order date are reserved.

Last Update Date: August 2026