Refund & Returns Policy

Last revised: 10 November 2025

1. Overview

Anatolian Sweet Haven crafts perishable sweets to order. For food safety reasons we cannot accept change-of-mind returns. This policy explains how to report delivery issues, seek replacements, or request refunds if something goes wrong.

2. Eligibility for Assistance

We will review claims in the following situations:

• Products arrive damaged, melted, or otherwise compromised in transit.
• Items differ from the order confirmation (wrong flavour, quantity, or packaging).
• Shipments are missing components advertised on the product listing.

Claims submitted more than 48 hours after confirmed delivery may be declined because freshness cannot be verified.

3. How to Report an Issue

1. Email [email protected] within 48 hours of receipt.
2. Include your order number, delivery address, and a description of the issue.
3. Attach clear photographs of the outer box, internal packaging, shipping label, and the affected products so we can assess the claim.
4. Keep all packaging until your case is resolved; we may request the courier to collect it for inspection.

4. Remedies

Once we validate the issue—usually within three business days—we will offer one of the following resolutions:

• Replacement shipment of the impacted items at no additional cost.
• Partial or full refund to the original payment method.
• Store credit valid for 12 months if you prefer to reorder at a later date.

Refunds are processed through the original payment provider; the appearance of funds on your statement depends on that provider’s timelines.

5. Return Shipping

We rarely request physical returns. If quality control requires a sample, we will issue prepaid return labels and instructions. Please secure the sweets in their original protective materials and ship within 48 hours of receiving the label.

6. Corporate & Bespoke Orders

Large-scale, branded, or personalised commissions undergo additional quality checks before dispatch. If a portion of your order is compromised, we will remake or refund only the affected quantity. Deposits become non-refundable once production begins, except when Anatolian Sweet Haven cancels the project.

7. Temperature-Sensitive Deliveries

Warm-climate deliveries include insulation and chill packs. Please bring parcels indoors immediately. We cannot accept claims caused by extended exposure to heat after successful delivery scans, but we will help troubleshoot storage guidance for future orders.

8. Contact

Support is available at [email protected] or by phone at +90 538 838 2512. Our concierge desk operates Monday–Saturday, 09:00–20:00 TRT.