1. Order Cancellation
Before the order is handed to the courier or logistics company, the customer may request cancellation by emailing [email protected] and providing the [order number] information.
A customer acting as a consumer may exercise the right of withdrawal before delivery. Payments relating to withdrawal before delivery are refunded within 14 days after the notice reaches the Seller, using the payment method used for the purchase.
For orders placed for commercial or professional purposes, the Seller assesses cancellation requests according to the product’s procurement, production, custom preparation, technical configuration and dispatch stage.
Commercial orders produced specifically at the customer’s request, with modified standard specifications or completed technical preparation cannot be cancelled without the Seller’s written approval.
2. Consumer’s Right of Withdrawal
A customer acting for purposes outside their trade or profession is considered a consumer.
From the date of receiving the product, the consumer has the right to withdraw from the agreement within 14 dayswithout giving a reason or paying a penalty.
For products delivered separately under one order, the period begins on receipt of the last product; for products consisting of several parts, it begins on receipt of the last part.
It is sufficient to address the withdrawal notice to the Seller before the 14-day period expires. Notice must be given in writing or through a durable medium such as email.
3. How to Give Withdrawal Notice
Withdrawal and return requests may be submitted through the following contact channel:
Seller Name: Sammic Türkiye
Registered Company Name: Ufuk Tedarik ve Proje Hizmetleri Dış Ticaret Limited Şirketi
Email: [email protected]
Telephone: +90 532 296 80 90
Address: Mutlukent Mah 1970 Cad 1-1 Çankaya Ankara
Including the following information in your application helps us process it more quickly:
Customer’s full name,
Order number,
Product or products to be returned,
Product delivery date,
A clear statement of the withdrawal or return request,
Photographs and any delivery report for damaged, incomplete or incorrect products.
Telephone support is available for the return process. However, email or written notice is recommended so that withdrawal notice can be evidenced.
4. Time Limit for Returning the Product
Unless the Seller offers to collect the product, the consumer must send it to the Seller or the person authorised by the Seller within 14 days after giving withdrawal notice.
The product must be sent using the contracted courier or logistics company specified by the Seller.
For heavy, bulky or palletised products, the customer should contact the Seller before arranging transport independently and plan the logistics together with the Seller.
5. Return Shipping and Transport Costs
If the consumer returns the product using the carrier specified by the Seller in the pre-contractual information, the consumer is not charged for return transport.
If no carrier is specified for the return, return costs cannot be charged to the consumer.
If the specified carrier has no branch at the consumer’s location, or the product cannot be carried by a standard courier, the Seller arranges collection without charging the consumer extra.
The Seller bears all return and redelivery costs for defective, incomplete, damaged or incorrectly supplied products. These rules are based on the updated regulation that entered into force on 1 January 2026.
6. Condition of the Returned Product
The returned product must be sent together with the following:
The product itself,
Its standard accessories,
Discs, blades, bowls, attachments and connection parts,
Power cable and other equipment,
Instruction manual,
Warranty document,
Any gifts or promotional items supplied with the product,
Invoice or order information.
During the withdrawal period, the consumer may use the product in accordance with its intended function and manual. Changes and wear resulting from that normal use cannot be charged to the consumer.
Actual damage or loss in value resulting from use contrary to the manual, incorrect connection or missing parts is assessed under applicable rules after establishing its cause and extent. This assessment does not automatically remove the statutory right of withdrawal.
Opening the original box alone does not remove the right of withdrawal. However, retaining the original carton, pallet, securing parts and protective packaging is important for safe transport.
Electrical connection, commissioning and returns
Damage caused by incorrect connection: If technical findings establish that a fault was caused by incorrect voltage, phase or frequency, unsuitable wiring, or connection or intervention contrary to the manual, the damage is not treated as a manufacturing defect. Claims for free repair, replacement or a refund that are based solely on that damage will not be met. The authorised person or organisation specified by applicable rules must make the finding in a reasoned report. The consumer receives a copy of the report and retains the right to contest it.
Consumer rights: Connecting, testing or using the product normally in accordance with the manual does not, by itself, remove the consumer’s right of withdrawal or rights concerning defective goods. Rights arising from defects present on delivery, manufacturing defects, incomplete or incorrect delivery, or incorrect installation by the seller or its responsible service provider remain protected.
Business and professional purchases: Unless agreed otherwise in writing before the order, voluntary returns and exchanges of non-defective products are not accepted once they have been connected to electricity and commissioned or used in production. This condition applies to new business purchases when communicated before the order. The business buyer retains its statutory rights in cases of defective, incomplete or incorrect delivery.
If you suspect a connection problem or a fault, stop using the equipment. For a technical assessment, contact us via [email protected] veya +90 (850) 441 59 13 . Return and withdrawal notices can be sent to [email protected] . Send your withdrawal notice within the statutory period without waiting for the technical assessment to finish.
7. Cases Where the Right of Withdrawal Cannot Be Exercised
Unless otherwise agreed by the parties, the right of withdrawal cannot be exercised for the following products and services:
Products prepared specifically to the customer’s wishes or personal needs,
Products prepared to non-standard dimensions, capacity, voltage, phase, frequency or gas type,
Products liable to deteriorate quickly or pass their expiry date,
Products unsuitable for return for health and hygiene reasons after their protective packaging has been opened,
Products mixed with other products after delivery that cannot be separated,
Services provided immediately electronically or digital content delivered immediately,
Services whose performance began with the consumer’s explicit approval before the withdrawal period ended,
Other goods and services defined by legislation as exceptions to the right of withdrawal.
Simply describing a product as a “special order” or “imported product” does not by itself remove the consumer’s right of withdrawal. The product must actually have been prepared to the customer’s personal request or altered from its standard specifications.
These exceptions do not affect consumer rights relating to defective or incomplete products or products delivered contrary to the order.
8. Purchases for Commercial and Professional Purposes
Customers purchasing products for a restaurant, hotel, café, catering business, factory, company or other commercial or professional activity may not benefit from the 14-day right of withdrawal under consumer legislation for that transaction.
Commercial customers’ requests to cancel orders or return products are subject to the Seller’s written assessment and approval.
For a commercial return to be accepted, the product may need to:
Be unused,
Have undergone no installation or commissioning,
Have not been used in professional production,
Be complete with all parts and accessories,
Show no scratches, impact damage, deformation or signs of use,
Be in resaleable condition,
Have not been manufactured or modified specifically for the customer
as applicable.
For commercial returns, transport, technical inspection, repackaging or loss-of-value costs may be deducted from the refund if agreed with the customer in advance and in writing.
The customer’s rights under the relevant legislation for defective, incorrect or incomplete commercial deliveries are reserved.
9. Delivery of Damaged Products
Customers are advised to check the carton, pallet and external packaging on receipt.
If the packaging or product has dents, breakage, tears, water damage, impact damage, tipping damage or missing parts, we recommend asking the carrier to prepare a damage report and photographing the condition.
Damage should be reported as soon as possible to [seller email address], quoting [order number].
The absence of a report does not by itself remove a consumer’s statutory rights relating to defective goods. However, reports and photographs help establish whether the damage occurred during delivery.
10. Defective, Incomplete or Incorrect Products
The customer may contact the Seller if the delivered product differs from the ordered model, quantity or technical specifications, or is delivered incomplete, damaged or unsuitable for its intended use.
When the applicable conditions are met, the consumer may exercise one of the following rights:
Free repair of the product,
Replacement with an equivalent defect-free product,
A reduction in the sale price proportionate to the defect,
Withdrawal from the agreement and a refund.
Transport, inspection, service and return costs arising from a defective product cannot be charged to the consumer. (https://ticaret.gov.tr)
11. Refunds
Total Order Amount: [total order amount]
Shipping Charge: [shipping charge]
Payment Method: [payment method]
When the product is handed to the specified return carrier, the Seller refunds the product price and delivery charges that must be refunded under legislation within 14 days at the latest.
If the consumer uses a different carrier not specified by the Seller, the refund period begins when the product reaches the Seller.
If the right of withdrawal is exercised before delivery, the refund period begins when the withdrawal notice reaches the Seller.
The refund is made in a single payment, using the [payment method] method used for the purchase, without any cost or additional obligation for the customer.
The time taken for a refund to a credit or debit card to appear in the customer’s account may vary according to the relevant bank’s processing times.
12. Returns with Corporate Invoices
For accepted returns of orders with corporate invoices, a return invoice, electronic invoice rejection or other necessary documents may be requested in accordance with accounting and tax legislation.
Customer Tax Number: [customer tax number]
Customer Tax Office: [customer tax office]
Billing Address: [billing address]
If required accounting documents are missing, the customer may be asked to provide them to complete the return.
13. Resolution of Disputes
Consumers may apply to consumer arbitration committees within the applicable monetary limits.
Before filing a claim in the consumer court, mediation must first be pursued where mandatory under Article 73/A of Law No. 6502.
For disputes arising from commercial or professional transactions, the contractual terms between the parties and general legislation apply, subject to mandatory jurisdiction rules.
14. Contact
For cancellation, return, withdrawal, exchange and refund requests:
Seller Name: Sammic Türkiye
Registered Company Name: Ufuk Tedarik ve Proje Hizmetleri Dış Ticaret Limited Şirketi
Email: [email protected]
Telephone: +90 532 296 80 90
Address: Mutlukent Mah 1970 Cad 1-1 Çankaya Ankara
Providing [order number] in your application helps us conclude the process more quickly.