Last Updated: 19.11.2025

This Cancellation & Refund Policy regulates all cancellation, refund and exchange processes related to product sales and service appointments made through the alpatsaglik.com website operated by ALPAT Health Group and the ALPAT Health mobile application.

1. General Provisions

At ALPAT Health, we prioritize customer satisfaction and conduct the cancellation–refund processes related to the products and services you purchase within the scope of Law No. 6502 on the Protection of the Consumer and the Regulation on Distance Contracts.

2. Product Return Conditions

The Buyer may return the product by exercising the right of withdrawal within 14 days of the delivery of the product.

Conditions that products to be returned must meet:

• The product must be unused, untried and in resalable condition.
• Its original box, packaging, cellophane and all accessories must be complete.
• The invoice or e-invoice printout must be sent together with the return.

Products whose return is not accepted:

• Cosmetic products whose packaging has been opened,
• Custom-made laboratory products (prostheses, etc.),
• Products that are past their expiration date or prone to spoilage,
• Products that have been worn, tried on or whose hygienic conditions have been compromised.

3. Defective Goods in Products

• A manufacturing defect or fault detected by the Buyer after receiving the product must be reported within 30 days.
• For defective products, options of free replacement, repair or refund are offered.

4. Service Cancellation Conditions

The following procedures apply for the cancellation of appointments or services related to ALPAT Dental, ALPAT Home Health, ALPAT Beauty Center and other health services:

• Cancellations made at least 24 hours before the appointment time are free of charge.
• For cancellations made less than 24 hours in advance, all or part of the service fee may be charged.
• If the performance of the service has begun (doctor's examination, home health visit, etc.), no refund is made.

5. Digital Services and Refunds

For services delivered digitally (online result viewing, consultancy, etc.):

• If the service has been fully provided, no refund is made.
• If the service has not been provided at all, the refund request is accepted.

6. Use of the Right of Withdrawal

• The right of withdrawal can be exercised within 14 days.
• The product/service is subject to a no-questions-asked return policy (except for the exceptions specified in the law).
• The withdrawal request must be submitted in writing: [email protected]

7. Return Shipping Fees

• For returns made within the scope of the right of withdrawal, the shipping fee is covered by the Seller.
• For return requests outside the scope of the right of withdrawal, the shipping fee is borne by the Buyer.

8. Refund Process

Refund period:

• After the returned product reaches the Seller, the payment is made within a maximum of 14 days.
• The refund is made according to the payment method used by the Buyer.
• Credit card refunds may take 1–7 business days depending on the processing speed of the banks.

9. Appointment or Service Change

A free change can be made in the following cases:

• A mandatory change in the doctor's schedule,
• A technical failure in the service unit,
• The patient's mandatory health condition (if documented).

10. Cancellation & Refund in Package Services

For multi-session, package or subscription services:

• A refund can be made for unused sessions.
• Used sessions are deducted from the package fee, and the remaining amount is refunded.
• The fees for used sessions may be recalculated depending on the campaign or discount status.

11. Processing of Personal Data

The identity, invoice and contact information obtained during the return and cancellation processes is processed solely for the purpose of fulfilling legal obligations. Details are set out in the Privacy Policy.

12. Contact

You can contact us for your cancellation, return or exchange requests:
E-mail: [email protected]
Phone: 0540 642 60 60 / 0212 642 60 60
Address: Mehmet Akif Ersoy, Ufuk Cd. No:42, 34515 Esenyurt / İstanbul