Refund policy

RETURN & REFUND POLICY

General Policy

At Kocak Baklava, we are committed to delivering fresh, hygienic, and high-quality products.
Due to food safety and hygiene regulations, we do not accept returns for fresh and perishable food items.

Non-Returnable Items

We do not accept returns or exchanges for the following items:

  • Baklava and all dessert products

  • Fresh and perishable food items

  • Opened items or products with damaged/tampered packaging

Customers in the European Union and the United Kingdom

The statutory right of withdrawal does not apply to food products that are liable to deteriorate or expire rapidly, such as baklava and other desserts (EU Directive 2011/83/EU, Article 16(d); UK Consumer Contracts Regulations 2013, Regulation 28(1)(b)). It also does not apply to sealed food products once they have been opened after delivery.

For unopened, sealed pistachio butter, pistachio spread, cookie tins and packaged pistachios, you may withdraw from your purchase within 14 days of delivery without giving a reason. To do so, email us at customerservice@kocakbaklava.live with your order number. Please send the items back within 14 days of telling us; return shipping costs are paid by you. We will refund the price of the returned items and the original standard delivery charge within 14 days of receiving them.

Damaged, Missing, or Incorrect Orders

If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery.

  • A photo of the item(s) is required

  • You do not need to send anything back

  • We will send a replacement free of charge, or issue a full refund, depending on the situation

Contact Us

If you have any questions or issues regarding your order, please contact us:

Refund Process

For approved cases, refunds will be issued to your original payment method within 5–10 business days.
Please note that processing times may vary depending on your bank or card provider.