Return and Withdrawal Policy
This policy is drawn up under Turkish Law No. 6502 on Consumer Protection and the Distance Contracts Regulation, and covers all purchases made on anaaka.com.tr.
1. Right of withdrawal
You may withdraw from your order within 14 days of delivery, without giving a reason and without paying any penalty. The period starts on the day the product is delivered to you or to a third party you designated. If items in one order are delivered separately, it starts on the day the last item is delivered.
2. Condition of returned goods and the hygiene exception
Under article 15/1-ç of the Distance Contracts Regulation, the right of withdrawal does not apply to goods whose packaging, tape, seal or protective wrap has been opened after delivery and which are unsuitable for return on health or hygiene grounds.
ANAAKA products are cosmetics and personal care items. A return is therefore accepted only while the transparent protective wrap (cellophane) and the packaging remain unopened. Products with an opened wrap, a broken seal, or any sign of use cannot be returned.
If you think you may want to return an item, inspect the box but leave the protective wrap intact.
This exception does not apply to damaged, defective or incorrect items. Section 5 covers those.
3. How to withdraw
- Write to support@anaaka.com within the 14-day period with your order number and the items concerned. No reason is required, and you may use the sample withdrawal form at the end of this page.
- We will contact you and arrange a courier to collect the parcel from your address.
- Keep the product in its original box with the protective wrap unopened until the courier arrives, and include any free gift or promotional item received.
- Your return is under way as soon as the courier collects the parcel.
4. Return shipping cost
Return shipping is entirely free. For eligible returns we arrange a courier pickup from your address and we cover the cost. You do not need to take the parcel to a carrier yourself. Please always contact us first, otherwise we may not be able to match your return to your order.
5. Damaged, defective or incorrect items
If your item arrives damaged, defective or different from what you ordered, write to support@anaaka.com within 48 hours of delivery with photographs. In this case an opened package does not affect your rights.
You may choose a replacement, a new shipment or a full refund, and we cover every cost. Your statutory rights regarding defective goods under Law No. 6502, including the two-year limitation period, remain reserved.
6. Refunds
We refund the full amount you paid within 14 days of receiving your withdrawal notice, to the payment method used for the purchase and at no cost to you. As delivery is free, there is no separate shipping charge to refund.
For card payments the amount is returned to your bank through the iyzico payment platform. The time your bank takes to post it to your card is typically 2 to 10 business days and is outside our control. For instalment purchases, banks usually credit refunds back in instalments.
7. Order cancellation
Orders can be cancelled free of charge before dispatch. Write to support@anaaka.com as soon as possible. After dispatch, requests are handled as withdrawals.
8. Gifts and promotional items
If your order included a free gift, the gift must be returned unused with its protective wrap unopened. Otherwise its retail value is deducted from your refund.
9. Product safety and registration
Every ANAAKA product sold in Turkey is registered and approved in the Product Tracking System (ÜTS) of the Turkish Medicines and Medical Devices Agency (TİTCK). Products are imported into Turkey by our importer of record, SERJOE Dış Ticaret A.Ş.
10. Dispute resolution
For complaints you may apply to the Consumer Arbitration Committee or the Consumer Court in your place of residence or where the transaction took place, within the monetary thresholds set annually by the Ministry of Trade.
Seller and importer details
Seller: Kerem Şahan (ANAAKA Türkiye)
Kocatepe Mah. 13. Sk. No: 47 İç Kapı No: 3, Bayrampaşa/Istanbul, Turkey
Tuna Tax Office, Tax ID: 7891103045
Email: support@anaaka.com
Importer in Turkey: SERJOE Dış Ticaret Anonim Şirketi, Kuşbakışı Cad. No: 25/2, Altunizade/Üsküdar 34662, Istanbul, Turkey
Brand owner and exporter: Anaaka Natural Halal Cosmetics s.r.o., Karadžičova 8/A, 821 08 Bratislava, Slovakia. IČO: 51449285, DIČ: 2120713474
Customer service: support@anaaka.com, Monday to Friday 09:00-18:00
Sample withdrawal form
- To: Kerem Şahan (ANAAKA Türkiye), support@anaaka.com
- I hereby give notice that I withdraw from my contract of sale of the following goods.
- Date of order / date of receipt:
- Order number:
- Item(s) returned:
- Consumer name:
- Consumer address:
- Pickup address (if different):
- Date:
