Effective date: October 9, 2020
Zaitoune Sweets (“us”, “we”, or “our”) operates the https://zaitoune.com websites (the “Service”).

Online Store Return Policy

If you are not totally satisfied with your purchase, the first thing you need to do for a refund or exchange is to notify us of your request within 1 days following the date of delivery, either in writing or verbally via customer services.
Once we receive the return request, ZAITOUNE SWEETS will review it with reference to the conditions stated below. If the request is approved, the products will be collected by our contracted delivery service provider. We will cover the delivery charges for the return of the product(s). Alternatively, you can personally return the product(s) to your local ZAITOUNE SWEETS store or you can send them to us using a delivery company of your choice, at your cost.
Both in stores and online shopping, you need to send/bring the product(s) in its original package with the e-archive invoice and the expense receipt part with your signature.
Returns are processed within 3 days following the return of the product(s), and refunds are issued in the same payment method as the original payment. Under normal circumstances, the refund will show up in your account within 2-5 work days; subject to variation in accordance with your bank’s procedures.

General Terms of Returns

1. Returns must be made with original packaging or box.
2. When returning a product, you must complete the appropriate fields of the returns form on the original invoice and sign and attach it to the product.
3. We can engage in return planning for the products you wish to return. We will cover the return delivery charges for products returned via our contracted logistics providers. Otherwise, the logistics providers firm will charge you for the delivery fees.

Return of Damaged or Faulty Products

Please check the products at the time of delivery, to see that they have arrived COMPLETE, IN GOOD SHAPE and that an consignment note has been included. As a part of e-archive invoice system, your invoice will be prepared digitally and sent to your e-mail address. We cannot process returns or exchanges without submission of the copy of the receipt/invoice.
In the case of invoices issued for corporate customers, the return or exchange can be processed only with the return invoice issued by the corporate. The delivery staff will ask for a written confirmation for the delivery. You should not receive the damaged products and should ask the delivery staff to take a written record. Such products will be replaced within 3 work days and you will not be asked for further transportation charges or any other fees.
If you’ve received the damaged or faulty products and did not claim to the delivery staff, ZAITOUNE SWEETS Customer Services Department will ask you to send a photo indicating the damage or defect of the product. In case of concluding that the problem was not caused by the customer, the product will be replaced. When returning a product that is to be replaced, you must fill in the return form on the invoice, sign and attach it to the product.

Refund of Incorrect or Missing Products

If there are missing parts of the delivery, you will be asked to receive the existing products, and take a written record of the problem. If the delivery contains incorrect products, you should not receive those products and take a written record of the problem.
You can contact us using the ‘Contact Us’ form, for any return or exchange requests concerning your order.

You are advised to review this Terms Policy periodically for any changes. Changes to this Terms Policy are effective when they are posted on this page.


If you have any questions about this Terms Policy, please contact us by visiting this page on our website:  zaitoune.com/turkey/contact-us