RETURN / EXCHANGE PROCEDURE
Return And Exchange Policy
Thank you for choosing Atera Fit. This Policy explains the conditions under which return and exchange requests concerning Atera Fit products are evaluated.
www.aterafit.com has been created to introduce Atera Fit products and provide product information. Products cannot be ordered or paid for online through this website, and no products are delivered by courier. Product supply and handover are managed directly through the relevant patient support team within Apera Health Group.
1. Inspection at the Time of Handover
Products are handed directly to the patient or a person authorised to receive them. At the time of handover, customers are advised to check that:
- The packaging and safety seal are intact;
- The correct products and quantities have been supplied;
- The expiry dates are appropriate; and
- The products are free from visible damage.
Any missing, incorrect or damaged products should, where possible, be reported to the relevant representative at the time of handover.
2. Return and Exchange Requests
Return or exchange requests must be submitted to Atera Fit or the relevant Apera Health Group patient support team within 14 days of receiving the product.
For a request to be evaluated, the product must:
- Be unused;
- Remain in its original packaging;
- Have unopened packaging and an intact safety seal;
- Be undamaged and in a condition suitable for further supply;
- Have an appropriate remaining shelf life; and
- Be accompanied by an invoice, receipt or handover record.
Requests are evaluated according to the nature of the product, its condition at the time of return and the reason for the request. Acceptance of a return or exchange is subject to the outcome of this assessment.
3. Products That Cannot Be Returned
For health, hygiene and product safety reasons, returns or exchanges cannot be accepted for:
- Products with opened packaging or a broken safety seal;
- Products that have been used or tested;
- Products that are incomplete, damaged or no longer in their original packaging;
- Products found to have been stored under unsuitable conditions;
- Products damaged for reasons attributable to the customer; or
- Products that have expired for reasons attributable to the customer.
Product safety and hygiene requirements are particularly important for food supplements, multivitamins, probiotics, protein products, collagen products and personal care products.
The customer’s statutory rights concerning defective, incorrect or damaged products remain unaffected.
4. Incorrect, Incomplete or Defective Products
If a product is incorrect, incomplete, damaged or defective, the relevant patient support team should be informed as soon as possible. The product should not be used, and its packaging should be preserved wherever possible.
The following information may be requested:
- The name and surname of the person who received the product;
- The handover date;
- The product name and quantity;
- A brief description of the issue;
- Photographs showing the product and its packaging, where necessary; and
- The invoice, receipt or handover record.
If the request is approved following inspection, the product may be replaced or its price refunded. If the same product is unavailable, an equivalent product may be offered with the customer’s consent, or a refund may be issued.
5. Refunds
If a return request is approved, the refund will be processed after the product has been received and the necessary inspections have been completed.
Where possible, the refund will be issued using the original payment method. Processing times may vary depending on the payment method and the procedures of the relevant financial institution.
6. Exchanges
Exchanges are subject to approval and product availability. If the requested product is unavailable, a refund may be issued or an alternative product may be offered with the customer’s consent.
7. Statutory Rights
Nothing in this Policy excludes or limits any rights granted to consumers under applicable law. All statutory rights relating to defective products and other mandatory legal provisions remain unaffected.
8. Contact
For return or exchange requests, or if you have any questions about this Policy, please contact us through the Contact Form available on our website.
Company: Apera Sağlık Turizm Sanayi ve Ticaret Limited Şirketi
Address: Barbaros Mahallesi, Ak Zambak Sokak, Uphill Towers No: 3A/76, Ataşehir, Istanbul, Türkiye
Telephone: +90 850 241 70 78
Business hours: Monday to Friday, 10:30–17:30