Last Updated: July 14, 2025
At Fiamak, your complete satisfaction with the products you purchase is important to us. On this page, you will find detailed information about the return and exchange processes you need to follow for products that do not meet your expectations or that you consider faulty. Our goal is to provide you with a fast and seamless experience.
PRODUCT RETURN PROCESS AND CONDITIONS
You can return products you have purchased within 14 days from the delivery date. To ensure a smooth return process, please adhere to the following conditions:
Product Condition: Returned products must be unused, undamaged, in their original packaging, and complete (with all accessories, warranty documents, and any promotional items, if applicable). For products requiring installation, they must not have been installed.
Invoice: The original sales invoice must be sent along with the product to be returned. If the invoice was issued to a company, a return invoice must be issued.
Creating a Return Request: You can create your return request from the "Faulty/Return Tracking" page located under the "My Account" menu on our website. Clearly stating your reason for return will expedite the process.
Shipping: For return procedures, the customer is responsible for ensuring the product reaches us safely. You can benefit from discounted shipping rates by sending the product via our contracted cargo companies. If the issue is due to a defect in the product or an incorrect shipment from Fiamak's side, the shipping fee will be covered by us. For returns based on customer satisfaction, the shipping fee is borne by the buyer.
PRODUCT EXCHANGE PROCESS
You can also submit product exchange requests within 14 days from the delivery date. The product condition and invoice requirements mentioned in the return conditions also apply to exchanges. The exchange process is as follows:
Creating an Exchange Request: Create your exchange request from the "Faulty/Return Tracking" page under the "My Account" menu and specify the product you wish to exchange and the details of the new product you are requesting.
Sending the Product: The product to be exchanged must be sent to the specified address in its original packaging and complete.
Inspection and Approval: Once the product you sent arrives at our warehouse, it will be inspected by our relevant departments for compliance with the return/exchange conditions. If found suitable after inspection, your exchange transaction will be approved.
Sending the New Product: After the exchange request is approved, the new product you requested will be sent to you. The shipping time and delivery of the new product may vary depending on stock availability.
SITUATIONS WHERE RETURN AND EXCHANGE WILL NOT BE ACCEPTED
Product returns or exchanges cannot be made in the following situations:
Used, damaged, or products with broken original packaging.
Single-use products or quickly perishable products (e.g., specific consumables for the industrial kitchen sector).
Products custom-made or personalized for the customer.
Incomplete return of product sets sold as a promotion.
REFUND PROCESS
After your return request is approved, your refund will be processed within 7 business days.
If you paid by credit card, the refund amount will be credited to your card. The time it takes for your bank to reflect the refund in your account may vary depending on your bank.
For payments made by Wire Transfer/EFT or Cash on Delivery, the refund amount will be sent to the bank account you specify.
CONTACT
If you have any questions or need assistance regarding return and exchange processes, please do not hesitate to contact our customer service via +90 (505) 040 19 68 or info@fiamak.com].