Cancellation & Refund Policy

01Scope

These terms apply to all orders placed on the ingredy.app website and the Ingredy mobile app. Products on the platform are sold and shipped by suppliers (sellers) with a store on Ingredy. You submit cancellation and refund requests through Ingredy, and we handle the process together with the seller.

Individual users keep all rights granted by Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation. Nothing on this page limits your statutory rights.

02Cancelling your order

Your order can be cancelled before it ships:

• Open the order from the orders section of your account.
• Cancel the entire order, or only the products and quantities you choose.
• The amount for cancelled products is refunded to the payment method you used.

Orders that have shipped can no longer be cancelled. In that case, you can follow the refund steps below once you receive your products.

03Checking your delivery

We recommend checking the outer condition of the package when you receive it. If you notice damage such as crushing, tearing or wetness, asking the delivery person to prepare a damage report helps resolve the issue quickly.

For perishable products such as fresh fruit and vegetables, meat, fish and dairy, if you notice bruised, spoiled, missing or wrong items, please report it on the day of delivery with photos of the products and the package.

Minor differences in shape, color and size are natural for fresh produce and are not considered defects on their own.

04Requesting a refund

You can request a refund within 7 days of delivery in the following cases:

• Defective or spoiled product
• Product arrived damaged
• Wrong product (different from what you ordered)
• Product doesn't match its description
• Product has a quality issue

1. 1Open your orderGo to the delivered order from the My Orders page.
2. 2Choose the product and quantityUse the refund option for the product and set the quantity. You can also refund only part of a product's quantity.
3. 3Select a reasonChoose the reason that fits your situation and submit your request.
4. 4Track the outcomeYou can follow the status of your request on the order details page.

05Right of withdrawal

As an individual user (consumer), you can withdraw from the contract for eligible products within 14 days of delivery, without giving any reason and without paying a penalty.

You can notify us of your withdrawal by creating a refund request from My Orders within the first 7 days, or by emailing merhaba@ingredy.app with your order number at any time during the 14-day period.

You must send the product back within 14 days of sending your withdrawal notice, using the carrier we specify; returns with this carrier are free of charge. The amount you paid, including delivery fees, is refunded within 14 days of the date you hand the product to that carrier. If you use a different carrier, this period starts when the product reaches the seller; if you withdraw before delivery, it starts when your withdrawal notice reaches us.

By law, the right of withdrawal does not apply to:

• Products that can spoil quickly or whose expiry date may pass (e.g. fresh fruit and vegetables, meat, fish and dairy)
• Products whose packaging, tape, seal or wrapping has been opened after delivery and which cannot be returned for health and hygiene reasons
• Products that, after delivery, are mixed with other items and by their nature cannot be separated
• Products prepared specifically according to your requests or personal needs

06Your rights for defective products

If a product delivered to you turns out to be defective, you can exercise your statutory rights under Law No. 6502, including:

• Withdrawing from the contract by returning the product and getting your money back
• Keeping the product and requesting a price reduction in proportion to the defect
• Requesting a replacement with a non-defective equivalent, where possible

In case of a dispute, claims below the monetary threshold, which is updated every year by the revaluation rate, go to the Consumer Arbitration Committee, and claims above it go to the Consumer Court.

07Refunds

For approved cancellations and refunds, the amount is paid back to the method you paid with:

If you paid with more than one method (for example, wallet balance and a card), the refund goes to your wallet balance first and the rest to your other payment method.

If your payment is still at the pre-authorization stage, meaning the amount is blocked on your card but not yet charged, cancellations and refunds are deducted from the final amount and only the remainder is charged to your card.

08Business orders

For orders placed on behalf of a business for commercial purposes, the consumer right of withdrawal does not apply; cancellations, refunds and payments follow the steps described on this page.

Under the Turkish Commercial Code, defects that are obvious on delivery must be reported within 2 days; other defects must be identified by inspecting the products within 8 days of delivery and reported within that period.

Businesses registered for e-invoicing may need to issue a return invoice to the seller for returned products.

09Contact

For questions about cancellations and refunds, write to merhaba@ingredy.app with your order number.

Ingredy is operated by FGD Proje Yönetimi ve Danışmanlığı Anonim Şirketi.