RETURN AND CANCELLATION POLICY

This Return and Cancellation Policy explains the conditions governing order cancellations, the right of withdrawal, product returns and refunds for products purchased through www.fitbites.com.tr, operated under the FitBites brand by ALTIN KAPPAK İTHALAT İHRACAT SANAYİ VE TİCARET LİMİTED ŞİRKETİ (the “Company”).

This Policy has been prepared in accordance with Turkish Consumer Protection Law No. 6502, the Regulation on Distance Contracts and other applicable legislation.

To cancel an order that has not yet been handed over to the courier, the customer may contact our Company at info@fitbites.com.tr as soon as possible and provide the relevant order details. Cancellation requests will be assessed according to the order’s preparation and dispatch status.

If the order has already been handed over to the courier, the request will be assessed based on the nature of the product and the right of withdrawal and return conditions described below.

If an inventory error occurs or the ordered product cannot be supplied, the customer will be informed without delay. With the customer’s explicit consent, an alternative product of equivalent quality and price may be supplied. If the customer does not accept the alternative, the order will be cancelled and all payments collected will be refunded within the statutory period.

If fulfilment of the order becomes impossible, the customer will be informed within the period prescribed by applicable legislation, and all payments collected, including any delivery charges, will be refunded within the statutory period.

Subject to the statutory exceptions to the right of withdrawal, the consumer has the right to withdraw from the contract within 14 days of receiving the product, without providing any reason and without incurring any penalty. The consumer may also exercise the right of withdrawal before the product has been delivered.

To exercise the right of withdrawal, it is sufficient for the consumer to notify us of their decision through an unequivocal statement sent to info@fitbites.com.tr before the 14-day period expires.

Unless the Company has offered to collect the product itself, the consumer must return the product through the designated courier company within 14 days from the date on which the withdrawal notice was submitted.

The consumer shall not be held liable for changes resulting from examining the product during the withdrawal period in accordance with its nature, characteristics and instructions for use. However, if the product has been used beyond what is necessary for an ordinary examination or has been damaged, the consumer’s liability will be assessed in accordance with the applicable legislation.

As FitBites products are food products, health, hygiene, product safety and storage conditions are particularly important.

Under applicable legislation, the right of withdrawal may not apply to the following products:

• Products that are liable to deteriorate rapidly or may expire quickly,
• Products whose protective elements, such as packaging, tape, seals or wrapping, have been opened after delivery and are unsuitable for return for health or hygiene reasons,
• Products specially prepared in accordance with the customer’s request or personal requirements.

A return request may not be accepted if a product falling within an exception to the right of withdrawal has been consumed, has not been stored under appropriate conditions or has been damaged by the customer.

Before purchasing or consuming a product, the customer must review the ingredients and allergen information provided on its packaging. A personal dislike of or sensitivity to an ingredient that is clearly and accurately stated on the packaging does not, by itself, mean that the product is defective.

If the ingredients or allergen information is incomplete or inaccurate, or if the product is delivered spoiled, damaged or otherwise not in conformity with the order, the consumer’s statutory rights concerning defective goods remain reserved.

If an order is delivered damaged, incomplete, spoiled, with opened packaging or otherwise different from what was ordered, the customer is requested to notify our Company as soon as possible by emailing info@fitbites.com.tr. A delay in notification does not affect the consumer’s statutory rights.

To help us assess the request promptly, customers are advised to provide the following information:

• Order number,
• Full name,
• A brief description of the issue,
• Photographs of the product and shipping package,
• The courier’s damage assessment report, if available.

If our inspection confirms that the product is incorrect, incomplete or damaged, we will provide a product replacement, resend the missing item or issue a refund, depending on the customer’s preference and the applicable legislation. In such cases, the Company will cover any return or redelivery costs not attributable to the customer.

You may submit your return, cancellation or withdrawal notice to the following email address:

info@fitbites.com.tr

To help us assess your request promptly, please provide your full name, order number, contact details, the product you wish to return and a brief description of your request.

Once your request has been received, you will be informed of the return address, the designated courier company, any applicable return shipment code and the shipping instructions.

The product must be returned using the courier company and return method specified by the Company. Packages sent on a cash-on-delivery basis without the Company’s prior approval may not be accepted.

Where a valid right of withdrawal is exercised, the consumer will not be charged a return shipping fee if the product is sent through the courier company specified in the preliminary information. If no courier company was specified for the return in the preliminary information, the consumer cannot be held responsible for the return costs.

The Company will cover the return or redelivery costs of products delivered incorrectly, incomplete, spoiled or damaged.

Where a valid right of withdrawal is exercised, all payments collected from the consumer that must be refunded under applicable legislation, including standard delivery charges where applicable, will be refunded within the statutory period.

If the product has already been delivered, the 14-day refund period begins on the date the consumer hands the product over to the courier company specified in the preliminary information. If the product is returned through a different courier company, this period may begin on the date the product reaches the Company. For orders that have not yet been delivered, the period begins on the date the withdrawal notice reaches the Company.

The refund will be made in a single transaction using the same payment method used by the customer for the purchase, without imposing any additional cost or obligation on the customer.

Due to the processing times of banks or payment service providers, it may take additional time for the refunded amount to appear in the customer’s bank or credit card account. Such delays caused by the bank or payment service provider are beyond the Company’s direct control.

In the event of a partial return from a promotional or multi-product purchase, the discount may be recalculated if the conditions for benefiting from the promotion are no longer met. Any recalculation will be made in accordance with the promotion terms disclosed to the customer on the date of the order.

Our Company may update this Return and Cancellation Policy in response to changes in applicable legislation or service conditions. The current policy and its latest revision date will be published on www.fitbites.com.tr.

For questions regarding returns, cancellations or products, please contact:

ALTIN KAPPAK İTHALAT İHRACAT SANAYİ VE TİCARET LİMİTED ŞİRKETİ
Email: info@fitbites.com.tr
Address: Akşemsettin Mahallesi, Sangüzel Caddesi No: 105, 34080 Fatih/İstanbul, Türkiye