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ZeyraZade Return & Refund Policy

Last Updated: August 24, 2026

At ZeyraZade, we never compromise on the quality of our natural olive oil and olive products or on customer satisfaction. If you experience an issue with your order, you can request a return or refund under the conditions outlined below.

Return Period

You may exercise your right of withdrawal and request a return within 14 days from the date you receive your products. This period is guaranteed under Law No. 6502 on the Protection of Consumers and the Regulation on Distance Contracts.

Important Note: Because olive oil and olive products are foodstuffs, products with opened packaging or unsealed bottles, as well as used or consumed items, are excluded from the right of withdrawal for hygiene and food safety reasons. This falls under the exception provisions of the Regulation on Distance Contracts regarding perishable goods or items that may pass their expiration date.

Return Conditions

For a return request to be accepted, the item must meet the following criteria:

The bottle/packaging seal must be unopened.
It must be sent complete with its original box, label, and gift packaging (if applicable).
It must be packed appropriately to prevent damage during transit.
It must be returned along with the invoice or order number.

Note: Custom-labeled items (such as corporate gift sets) and certain sets sold within specific promotional campaigns may be excluded from returns.

How to Create a Return Request

Select the relevant order from the Order History section in your Shopify account, or write directly to zeyrazade@gmail.com with your order number.
Briefly state your reason for the return (cancellation, damaged product, wrong product, etc.).
Deliver the product to the contracted cargo company using the return shipping information provided upon approval.
Once the product reaches our warehouse and passes inspection, the process will begin, and you will be notified.

When Will the Refund Be Issued?

After the returned item reaches us and the inspection is complete, your refund will be processed via the original payment method within 10 business days at the latest:

Credit/Debit Card payments: Reflects on your statement within 2–9 business days, depending on your bank.
Bank Transfer/EFT payments: Transferred to your specified IBAN within 3–5 business days.
Cash on Delivery: Transferred to your bank account upon receiving your IBAN details.

Damaged, Broken, or Incorrect Product Delivery

Since our olive oil bottles are shipped in glass packaging, breakage or leakage may rarely occur during transit. If you encounter such a situation:

Notify us within 3 days of delivery by emailing photos of the box and product to zeyrazade@gmail.com.
Once your request is approved, we will cover the shipping cost and the entire process to either resend your item or issue a refund.

If you received a product different from what you ordered (wrong olive oil type, wrong volume, etc.), simply contact us within 3 days in the same manner.

Who Pays for Shipping?

Orders of 3,000 TL and above: Return shipping fees for unopened products under the right of withdrawal are covered by us.
Orders under 3,000 TL: Return shipping fees for right-of-withdrawal returns belong to the customer.

Can I Make an Exchange?

Requests for changes in volume (e.g., 500 ml, 1 L) or variety (e.g., extra virgin, early harvest) are evaluated based on stock availability. For the fastest solution, we recommend initiating a return for your sealed product and placing a new order.

Frequently Asked Questions (FAQ)

Can I return an olive oil bottle after opening the seal?

No. Due to food safety and hygiene regulations, products with opened seals or tasted contents cannot be returned. However, if you detect a quality defect (sourness, off-taste, etc.), it will be evaluated separately upon sending photos and a description.
What should I do if the bottle breaks in transit?

Simply photograph the damage upon opening the package and send it to zeyrazade@gmail.com within 3 days. A replacement will be sent free of charge, or a refund will be issued.
Can I return only one item from a bundle/set?

For promotional sets, return requests generally apply to the entire set. Individual return requests are evaluated based on stock and campaign terms.
Are returns accepted without an invoice?

As long as your order number is registered in our system, you can initiate a return without a physical copy of the invoice.
How can I track my return process?

You can track status updates from the order page in your Shopify account or by contacting us at zeyrazade@gmail.com.