1
Let us know
Write to bilgi@esilamarket.com with your order number within 14 days of delivery.
2
Pack and send
Send the product with its invoice to Esila Bitkisel Sağlık Ürünleri · Bekbele Mah. 65. Menderes Sk. No: 7 A, İskenderun / Hatay within 10 days of notifying us, using the shipping code we will provide for our contracted carrier.
3
Receive your refund
A refund to the card you paid with will be initiated no later than 14 days from the day we receive your notification. The time it takes to appear on your card depends on your bank.
1.Right of withdrawal
Under Law No. 6502 and the Regulation on Distance Contracts, you may withdraw from the contract within 14 days of receiving the product, without giving any reason or paying any penalty. If multiple products were delivered separately, this period begins on the day you receive the last product.
It is sufficient to send notification that you are exercising your right of withdrawal within the permitted period; the product does not need to reach us within that period.
2.Products that cannot be returned
As most of our products are food or cosmetics, the right of withdrawal cannot be exercised in the following cases under Article 15 of the Regulation:
- Creams, oils, herbal pastes, soaps and teas whose lids, bands, seals or packaging have been opened,
- Perishable products or products with a short shelf life,
- Products and packages prepared to your personal specifications.
The right of withdrawal applies to products that are unopened, unused and in a resalable condition.
3.Return shipping costs
For returns under the right of withdrawal, we cover the return shipping costs if you use the contracted carrier we specify. If you use a different carrier, you may be responsible for the cost.
4.Damaged or incorrect product
If your delivery arrives damaged, please ask the delivery driver to draw up a damage report before accepting it, and notify us with a photo on the same day. If the wrong product was sent or the product is defective, it can be exchanged or returned even if it has been opened; we cover all shipping costs.
For defective products, your statutory remedies under Article 11 of Law No. 6502 (withdrawal from the contract, a price reduction, free repair or replacement with an equivalent product free from defects) remain unaffected.
5.Refunds, coupons and Esila Puan
- Refunds are made to the card you used for payment. For purchases paid in instalments, your bank may credit the refund in instalments.
- If you used Esila Puan on your order, the points you spent are restored to your account; points earned from the order are deducted.
- For partial returns, the coupon discount is calculated by allocating it proportionally across the products.
6.Order cancellation
Before your order is dispatched, you can cancel it from the order page in your account or by writing to us. When an order is cancelled, your payment is refunded and any points and coupon used are restored. For orders that have already been dispatched, the withdrawal process above applies.
7.Contact
For any questions about returns, contact bilgi@esilamarket.com · +90 326 645 36 22. For the full contract terms, see the Distance Sales Agreement.