Last Updated: March 15, 2026At Sultan Sourdough (SULTAN GIDA SAN VE TİC LTD ŞTİ), customer satisfaction is our priority.
This policy regulates the rights of consumers to returns and withdrawal for purchases made on sultansourdough.com, in accordance with Law No. 6502 on the Protection of the Consumer of the Republic of Turkey and the European Union Consumer Rights Directive (2011/83/EU).
1. Right of Withdrawal and Exceptions
The buyer has the right to withdraw from the contract without giving any reason within 14 (fourteen) days from the date of delivery of the purchased product.
However, the following product categories are excluded from the right of withdrawal:
Digital Products: Online courses, digital recipes, downloadable content, and similar services delivered electronically are considered used at the moment of delivery and cannot be returned.
Perishable Food Products: Fresh bread, sourdough products, and other food items with a high risk of spoilage cannot be returned for hygiene and food safety reasons.
Opened Packaged Products: Flour, spices, and similar products cannot be returned once their protective packaging has been opened due to health and hygiene concerns.
Custom-Made Products: Products specially produced upon the buyer’s request are not eligible for return.
2. Return Conditions (For Physical and Returnable Products)
The following conditions apply to returnable products:
Products must be sent back in their original box and packaging.
All accessories and the invoice must be included in the return package.
Products must be unused, undamaged, and in a resalable condition.
Return requests must be made within 14 days from the date of delivery.
Returns of used or damaged products are not accepted.
3. Return Process
Submitting a Return Request: Return requests should be submitted via the support system on our website or in writing to info@sultansourdough.com.
Approval and Refund: For approved returns, the product price will be refunded within 14 days after the product reaches us, using the same payment method used for the purchase.
Bank Processing Times: It may take 2–7 business days for the refund to appear in your account, depending on your bank.
Corporate Invoices: If the invoice was issued to a company, a return invoice must be issued by the company for the return process.
4. Cancellation of a Return Request
The consumer has the right to cancel a return request within 48 hours of submission.
5. Damaged or Defective Products
If a product is damaged during shipping or has a manufacturing defect, you must contact us within 24 hours of delivery with photos.
In such cases, the product will be replaced or refunded promptly.
Contact Information
Company Name: SULTAN GIDA SAN VE TİC LTD ŞTİ
Email: info@sultansourdough.com
Phone: +90 542 699 21 11
Address: Galataport, Beyoğlu / Istanbul, Turkey