RETURN & REFUND POLICY

Olivante Zeytincilik Gıda Sanayi ve Ticaret Ltd. Şti.

This Return & Refund Policy applies to all purchases made through www.olivante.com.tr and all associated international sales channels operated by Olivante Zeytincilik Gıda Sanayi ve Ticaret Ltd. Şti. (“Olivante”, “we”, “us”, “our”).

By placing an order on our website, you acknowledge, understand, and agree to the terms outlined below.

1. Eligibility for Returns

Due to the nature of our products — food-grade, consumable, perishable olive oil products — returns are regulated under international consumer protection laws.

A return/refund is eligible only if:

• The product has not been opened,


• The seal and cap have not been broken,


• The bottle or tin is unopened, unused, undamaged,


• The product is returned in its original packaging,


• All accessories, labels, documentation, and promotional materials are included.


For food and cosmetic products, international regulations strictly prohibit the return of:

• Opened products


• Used products


• Products whose hygiene seal is broken


• Products that cannot be resold for health & safety reasons


This rule applies globally under:

• EU Consumer Rights Directive (Art. 16)


• UK Consumer Contracts Regulations


• US FTC Guidelines


• Türkiye Mesafeli Satış Yönetmeliği (Madde 15)


2. Return Period (Cooling-Off Period)

Consumers have the right to request a return within:

14 days from the date of delivery

(International Standard Cooling-Off Period)

The 14-day return period does not apply to:

• Opened food products


• Custom-made, personalized packaging


• Products exposed to improper storage conditions (heat, light, freezing)


3. Non-Returnable Items

The following products cannot be returned:

• Opened olive oil bottles or tins


• Products with a broken seal or tampered cap


• Any food item that has been unsealed


• Promotional, sample-sized, or discounted items


• Products damaged due to customer misuse


• Products stored improperly after delivery


4. Damaged or Defective Products

If the product arrives:

• damaged,


• leaking,


• dented,


• contaminated,


• defective,


• or incorrect,


you must notify us within 48 hours of delivery with:

• clear photos of the damage,


• photos of the packaging,


• batch number and bottle photo,


• order number.


We will:

• replace the product free of charge, or


• issue a full refund,


• including shipping costs.


If shipping insurance was applied to an international shipment, claim procedures of the carrier will also apply.

5. Return Shipping Responsibilities

For approved returns:

• Domestic returns (Turkey): shipping cost is covered by Olivante.


• International returns: customer is responsible for return shipping, unless the product was defective or incorrect.


The customer is responsible for proper packaging during return shipment.

Olivante is not responsible for damage occurring during return transit.

6. Refund Processing Time

After the returned product is received and inspected:

• Refunds will be issued within 14 business days,


• Using the original payment method,


• Minus any applicable fees (if customer-caused return).


Credit Card Purchases:

• Refund is processed immediately by us.


• The bank may take 3–14 business days to reflect the refund.


• For installment purchases, banks typically refund in the same installment schedule.


7. Order Cancellations

You may cancel your order before shipment without any cost.
Once shipped, cancellation is no longer possible; return procedures apply.

Customized, co-branded, or private-label orders cannot be cancelled once production begins.

8. Incorrect Address or Failed Delivery

If the order is returned to us due to:

• wrong address


• incomplete address


• failed delivery attempts


• refusal to receive the package


Then reshipment cost is the responsibility of the customer.

Refunds cannot be issued for items that have been exposed to improper storage conditions during failed delivery attempts.

9. International Customs, Taxes & Duties

For international orders:

• Import duties, taxes, customs clearance fees belong to the customer.


• Returns due to refusal to pay customs fees are not refundable.


• If customs destroy or discard the item, no refund can be made.


10. Contact Information

Olivante Zeytincilik Gıda Sanayi ve Ticaret Ltd. Şti.


Email: [email protected]


Customer Care: +90 540 028 00 10


Address:
Maslak Mah. AOS 55. Sk. 42 Maslak B Blok Sitesi
No: 4 İç Kapı No: 542, Sarıyer / İstanbul – Türkiye