Distance Sales and Returns Policy
RIGHT OF WITHDRAWAL
Under Turkish Consumer Protection Law No. 6502 and the Regulation on Distance Contracts, you may withdraw from the contract within 14 days of receiving your order, without giving any reason and without incurring a penalty.
Where multiple products purchased under a single order are delivered separately, the withdrawal period begins on the date the final product is received. You may also exercise your right of withdrawal before the product has been delivered.
It is sufficient to send your notice of withdrawal to info@mamaram.com before the 14-day period expires. Including your order number and the products you wish to return will help us process your request more quickly. You are not required to use the model withdrawal form; an email clearly stating your decision to withdraw is sufficient.
RIGHT OF WITHDRAWAL FOR FOOD PRODUCTS
For food products such as tea, matcha, coffee, cocoa and spices, the right of withdrawal may be exercised only if the product’s protective packaging, seal or security band remains unopened and the product has not been used.
Pursuant to Article 15 of the Regulation on Distance Contracts, the right of withdrawal cannot be exercised for:
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products whose packaging, seal, security band or similar protective element has been opened after delivery and whose return would be unsuitable for health or hygiene reasons;
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products that are liable to deteriorate rapidly or have a short expiry date; or
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bespoke blends prepared to the customer’s specifications, products ground to the customer’s specifications, and orders packaged specifically for the customer.
These exceptions do not affect the consumer’s statutory rights where a product is defective, damaged, incomplete or not as described.
RETURNS PROCESS
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Send your notice of withdrawal by email to info@mamaram.com.
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Once we receive your notice, we will provide you with a free returns code that may be used with Aras Kargo.
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Deliver the product to Aras Kargo within 14 days of the date on which you submitted your notice of withdrawal.
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Package the product securely to prevent damage during transit and return it with all of its parts and accessories.
Mama Ram covers the shipping cost of returns sent under the right of withdrawal using the designated Aras Kargo returns code. If you choose a carrier other than the designated Aras Kargo service, you may be responsible for any resulting shipping costs.
REFUNDS
Where the right of withdrawal is exercised for a product that has already been delivered, all payments collected, including the price of the product and any standard delivery charge, will be refunded within 14 days of the date on which the product is handed over to the designated Aras Kargo service for return.
If the product is returned using a different carrier, the 14-day refund period begins on the date the product reaches Mama Ram.
Where the right of withdrawal is exercised before the product has been delivered, all payments collected will be refunded within 14 days of the date on which we receive the notice of withdrawal.
The refund will be made in a single payment using the same payment method used for the purchase, at no additional cost to the customer. The time required for a credit card refund to appear in the relevant account or available credit balance depends on the processing times of the card-issuing bank.
ORDER CANCELLATION
You may send your cancellation request to info@mamaram.com before your order has been dispatched. For orders that have not yet been dispatched, the full amount collected will be refunded within the statutory period.
If your order has already been dispatched, the withdrawal and returns process described above will apply. Statutory exceptions to the right of withdrawal remain applicable to products whose bespoke preparation has already begun.
DEFECTIVE, DAMAGED OR INCOMPLETE PRODUCTS
If the product you receive is damaged, incomplete, spoiled or not as described, you may notify us at info@mamaram.com and include your order number.
In the case of defective goods, the consumer may request replacement with a new product, free repair where possible, a reduction in the sale price, or termination of the contract and a refund. Mama Ram is responsible for return and shipping costs relating to defective goods.
If the parcel has visible damage that can be identified at the time of delivery, we kindly ask you, where possible, to have the courier prepare a damage assessment report and to retain photographs of the parcel. The absence of such a report does not affect your statutory rights.
SHIPPING AND DELIVERY
Orders are handed over to the carrier following the preparation period stated on the relevant product or payment page. Delivery times may vary depending on the region, the carrier’s operating arrangements and seasonal demand.
The shipping charge is shown in the shopping basket before payment. No delivery charge is applied to orders that reach the free-shipping threshold announced on the Site.
Except for products prepared to the customer’s specifications, the order fulfilment period may not exceed 30 days under any circumstances. If fulfilling the order becomes impossible, the customer will be informed and all payments collected will be refunded within the statutory period.
CORPORATE AND WHOLESALE ORDERS
The consumer right of withdrawal described on this page applies to retail purchases that qualify as consumer transactions under Law No. 6502.
Corporate and wholesale orders placed for commercial or professional purposes are not regarded as consumer transactions. The sales and returns terms agreed between the parties apply to such orders.
DISPUTE RESOLUTION
Consumers may apply to the Provincial or District Consumer Arbitration Committee at their place of residence or at the place where the consumer transaction took place, subject to the monetary thresholds in force on the date of application, in relation to their complaints and objections.
For disputes exceeding the jurisdictional monetary limit of the Consumer Arbitration Committee, the parties may apply first to mandatory mediation and subsequently to the Consumer Court.
CONTACT
Mama Ram Spice & Tea Shop
Bademaltı Sokak No: 20/B
Moda, Kadıköy / İstanbul, Türkiye
Email: info@mamaram.com
Telephone: 0 545 338 7467
Website: www.mamaram.com