Cancellations, withdrawals and refunds under this policy are handled by IŞIK ÇİÇEK VE PEYZAJ İTHALAT İHRACAT SAN. VE TİC. LTD. ŞTİ., the seller of your order. flowereast.com is the platform through which the seller's products are offered. The seller's full identity and contact details are set out in the Distance Sales Agreement.

1. Order Cancellation

Orders that have not yet entered preparation may be cancelled free of charge before the delivery date. Send your order number to [email protected].

• Not yet in preparation: free cancellation, full refund.
• Already in preparation: cancellation may be refused.
• Already dispatched: cannot be cancelled.

2. Right of Withdrawal and Its Exception

Consumers generally have 14 days from delivery to withdraw. However, under Article 15 of the Turkish Regulation on Distance Contracts, the following are outside the scope of that right:

• cut flowers, arrangements, bouquets and live plants (perishable goods),
• cakes, chocolate and similar food products,
• personalised products (custom messages, bespoke arrangements),
• products unsuitable for return for health or hygiene reasons once opened.

This exception follows from the nature of the products. Your rights in case of a defective product remain reserved under section 3 below.

3. Defective or Damaged Products

If the delivered product is damaged, wilted, different from what was ordered or incomplete:

1. Take a photograph of the product as received.
2. Email [email protected] within 24 hours of delivery with your order number and the photo.
3. We assess your request and respond within 3 business days.

If your request is upheld, we will either re-deliver the product free of charge or refund the amount paid, at your choice.

4. Undeliverable Orders

Where delivery fails for reasons attributable to the BUYER (wrong or incomplete address, recipient unreachable, recipient refuses the product), no refund is issued because the product is perishable. Where possible the product is left with a relative, neighbour or building attendant at the same address.

If delivery cannot be made for reasons attributable to the SELLER (stock, logistics, force majeure), the full amount is refunded.

5. Refunds

• Refunds are made to the same card and in the same currency used for payment.
• The refund is initiated within 14 days of the request being approved.
• The time for the amount to appear on your statement depends on your bank, typically 2-10 business days, and is outside the SELLER's control.
• For international orders the refund uses the exchange rate fixed to the order; the SELLER is not liable for differences arising from currency fluctuation.

6. Contact

For all cancellation, refund and complaint requests: [email protected] — +90 216 352 90 94. Your full contractual rights are set out in the Distance Sales Agreement.