Cancellation & Refund Policy

This Cancellation & Refund Policy applies to all orders placed through www.agam.com.tr and is issued by Ağam Baklavaları Gıda Ürünleri Ticaret ve Sanayi Ltd. Şti.

This policy has been prepared in accordance with the Consumer Protection Law No. 6502 and the Distance Sales Regulation.
Due to the nature of perishable food products, the right of withdrawal does not apply as clearly stated in the relevant legislation.

1. Order Cancellation

An order may be canceled only if production or preparation has not yet begun.

Orders that are already in preparation, baked, packaged, or handed over to the courier cannot be canceled.

For cancellation requests:
E-mail: merkez@agam.com.tr
Phone: +90 (232) 328 21 62

2. Right of Withdrawal – Legal Exception

According to Article 15 of Law No. 6502, the consumer does not have the right of withdrawal for:

Perishable food products or products likely to expire quickly
Freshly produced, ready-to-consume items
Products whose packaging has been opened or whose protective seal has been damaged
Customized or personalized products (special boxes, personalized notes, etc.)

Therefore, fresh baklavas, pastries, syrup-based desserts, daily products, and all food items are excluded from the standard right of withdrawal.

This legal clause fully protects the company against unjust return demands.

3. If the Product Arrives Defective or Damaged

Refund or replacement is possible only if the product is genuinely defective:

Packaging is visibly damaged at the time of delivery
Wrong product is delivered
The product is spoiled, moldy, or unsafe to consume
Leakage, spillage, or deformation occurred before delivery

In such cases:

You must contact us within 24 hours of delivery
Clear photographs of the issue must be provided
After evaluation, a replacement may be sent or a refund may be issued

Requests submitted after 24 hours will not be accepted, as the product may have deteriorated due to user conditions.

4. Product Exchange

Apart from defective product cases listed above, exchanges are not available, as food items cannot be resold once delivered.

5. Refund Process (When Approved)

If a refund request is approved:

The product is collected via courier or may be returned to our store
Returned items undergo quality inspection
If approved, the refund is processed using the same payment method used for the order

Bank processing times may vary between 1–7 business days.

6. Incorrect Address, Absence of Recipient, Refusal of Delivery

The company is not responsible, and no refund will be issued in the following cases:

Incorrect or incomplete address provided by the customer
Recipient not being present at the address
Delivery intentionally refused
Customer fails to accept the product despite timely delivery attempts

Since the products are perishable, they cannot be reshipped or resold.

7. Delivery Delays

If delivery cannot be completed due to courier-related delays:

If the product becomes spoiled, a replacement may be sent
However, refunds are not issued
Failure to reach the address due to customer-related reasons remains the customer’s responsibility

8. Situations Where Refunds Cannot Be Issued

No refund or exchange will be granted in the following cases:

Product delivered in good condition but opened by the customer
Product consumed partly or fully
Product spoiled after delivery due to improper storage
Products violating food safety once opened
Products covered by withdrawal exceptions under the law

9. Customer Responsibility

The customer is responsible for storing delivered products under appropriate conditions.

The company is not liable for spoilage caused by:

Improper temperature
Exposure to heat or sunlight
Failure to maintain cold chain requirements

10. Contact Information

For all cancellation or refund requests:

Ağam Baklavaları Gıda Ürünleri Ticaret ve Sanayi Ltd. Şti.
Address: 10010 Sokak No:15, Atatürk OSB, Çiğli / İzmir
E-mail: merkez@agam.com.tr
Phone: +90 (232) 328 21 62