Return and Cancellation Policy

This page summarises the cancellation, withdrawal and return conditions for e-signature, KEP, timestamp and SSL products bought on https://www.eimzahemen.com. The conditions are based on the Distance Sales Agreement you approve when ordering, Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation. The Turkish version is binding.

1. Cancellation before the certificate is produced

If you cancel before certificate production starts (before you give your e-Government approval and before the service begins), the full amount you paid is refunded.

2. Services performed electronically

Once the qualified certificate (e-signature) is produced, the KEP account is opened, timestamp credits are assigned or the SSL certificate is issued, the service has been performed with your consent. Under Article 15 of the Distance Contracts Regulation, there is no right of withdrawal for these services.

3. Physical products (USB token, smart card, card reader)

You can return physical products within 14 days of delivery without giving a reason, provided the package is unopened and the product is unused.

4. Damaged or defective products

If a product arrives damaged or defective, you can use your rights under Law No. 6502 (replacement, repair, refund or price reduction). If the package is damaged on delivery, ask the courier to record it.

5. How to request a return or cancellation

Create a request in your customer account,
email destek@eimzahemen.com,
or call 0850 532 40 50 or message us on WhatsApp.

Include your order number. For physical returns we tell you the cargo company and address; returns sent with the cargo company we specify are free of charge for you.

6. Refunds

Refunds are made within 14 days of receiving your request, using the payment method you used. For physical products the refund is completed after the product reaches us. Card refunds may take longer to appear depending on your bank; bank transfer payments are refunded to the IBAN you provide.

7. Lost or stolen e-signature

Lost or stolen e-signatures are not eligible for a refund. Use the Revocation & Loss form in your customer account or call us to revoke the certificate immediately.

8. Disputes

Consumer Arbitration Committees (up to the amount set by the Ministry of Trade) and Consumer Courts are competent.

Seller: Fırat Yazılım Bilişim Teknolojileri — Yenibosna Merkez Mah. Türkgücü Sokak No:10 Bahçelievler/İstanbul