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Cancellation and Return Policy

Last Updated: 21/05/2026

1. General Principle

Kaktüs Doktoru offers live cacti, succulents, rare plants, pots, care equipment and related complementary products. Cancellation and return requests are evaluated differently depending on whether the product is a live plant.

Live plants are quickly affected by shipping duration, temperature, humidity, light, dehydration, package opening time, pot/soil condition and post-delivery care. For this reason, live plants cannot be treated like standard durable goods that are returnable under the ordinary right of withdrawal, except in cases of defective, incorrect or missing delivery.

2. Why the Right of Withdrawal Does Not Apply to Live Plants

Article 15 of the Turkish Regulation on Distance Contracts, issued under Turkish Consumer Protection Law No. 6502, provides exceptions to the right of withdrawal. Under this article, the right of withdrawal cannot be used for goods that may deteriorate quickly or whose expiry date may pass quickly. The Turkish Ministry of Trade also gives flowers as an example of quickly perishable goods in its distance contracts guidance.

Live cacti, succulents, seedlings, offsets, rooted or unrooted cuttings, grafted plants, reserved collection plants and similar live plants sold by Kaktüs Doktoru fall within this category. After delivery, these products may quickly lose viability, form, commercial value or resale suitability depending on shipping and care conditions.

For this reason, live plants are not accepted for return based only on reasons such as "I changed my mind", "it is smaller/larger than expected", "its color/form is not exactly identical to the photo", "it is difficult to care for", or "it did not suit my care conditions after delivery".

3. Plants Specially Prepared or Reserved for the Buyer

Article 15 of the Regulation on Distance Contracts also excludes goods prepared in line with the consumer's wishes or personal needs from the right of withdrawal.

The right of withdrawal cannot be used for live plants that are reserved, selected, specially potted, specially packaged, arranged as a custom composition, selected according to a requested size/form/root condition, or put through a special care/packing process at the buyer's request.

4. Pots, Equipment and Durable Complementary Products

For pots, saucers, hand tools, care equipment, decorative products and similar durable products that are not live plants, the right of withdrawal may generally be used within 14 days of delivery.

To be returnable, these products must be unused, undamaged, suitable for resale and sent with their packaging, labels and accessories where applicable. Returns may be refused for products whose packaging has been opened and which are unsuitable for return for health/hygiene reasons, or products that have been used, soiled, broken or made unsuitable for resale.

For products sold as a set together with a live plant, the return request is evaluated according to the nature of the set. If the live plant component is within a withdrawal exception, the whole set or part of it may not be returnable.

5. Order and Manual Inquiry Cancellation

Manual inquiries submitted while PayTR is not active do not mean a final sale or collection. At this stage, you may cancel your inquiry by contacting [email protected].

If payment has been collected or the order has been finalized, cancellation may be considered only if the order has not yet entered special reservation, potting, live plant preparation, packaging or shipment. Once live plant preparation has started, the product has been reserved for the buyer, or the product has been handed to the courier, cancellation is generally not accepted for live plants.

6. Rights for Defective, Damaged, Incorrect or Missing Products Are Reserved

The withdrawal exception for live plants does not eliminate statutory rights regarding defective products, incorrect products or missing delivery.

You may submit a request in the following cases:

  • A different product was sent than the one ordered.
  • The product arrived seriously broken, crushed, rotten or non-viable at delivery.
  • The package is missing an item.
  • A durable product has breakage, cracks, production defects or defects before use.

For live plants, natural scars, corked old tissue, minor spine/branch loss, seasonal color change, temporary dehydration wrinkles, flower drop, spilled soil or not being exactly identical to the sample photo do not by themselves constitute a defect. Each request is evaluated based on product type, listing description, delivery photos and the specific facts.

7. How to Report Delivery Damage

Please inspect the package at delivery where possible. If there is crushing, wetness, opening, breakage or serious external damage:

  • Do not accept the package where possible.
  • Ask the courier to prepare a damage report.
  • Take photos/videos of the outside and inside of the package and the product.
  • Contact [email protected] the same day with your order number.

If there is a hidden defect or content issue that cannot be noticed from outside the package, you must contact us with photos/videos as soon as possible and preferably within 24 hours of delivery. Because live plants are quickly affected by post-delivery care conditions, delayed reports may make evaluation difficult or may result in refusal of the request.

8. Review and Resolution Options

Requests are reviewed based on whether the product is live/durable, listing description, delivery records, visual evidence, courier report, stock status and applicable legislation.

For justified requests, one of the following solutions may be applied depending on the case:

  • Replacement with the same or an equivalent product.
  • Shipment of the missing item.
  • Partial refund.
  • Full refund.
  • Discount/coupon for a future order.

If the live plant is rare or one-of-a-kind and identical replacement is not possible, equivalent product, partial refund or refund options are considered.

9. Return Shipment

Do not send any product back without return or exchange approval. Unapproved shipments may not be accepted.

Approved returns must be packaged in a way that preserves the plant's viability and safety. The Buyer may be responsible for additional damage caused by improper packaging, keeping the plant without water/light, unsuitable courier choice or delayed shipment.

10. Refunds

For approved refunds, the amount is returned to the card or account used for payment in accordance with applicable legislation and bank/payment provider processes. Bank posting times may vary and are outside Kaktüs Doktoru's control.

11. Contact

For cancellation, return, exchange or damage reports, contact us at [email protected].