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This English version is a translation provided for convenience only. If there is any difference between the two, the Turkish text prevails.
Cancellation and Refund Terms
Policy on purchases and cancellations
Version: 2.0 · Last updated: August 16, 2026
1. General
These Cancellation and Refund Terms (the "Terms") govern order cancellation, withdrawal, refund, reimbursement and faulty/defective digital content processes for digital products and services purchased through the website operated by PUU FU CLOUDS GIDA VE TATLICILIK A.Ş. ("PUU FU CLOUDS", the "Company", the "Seller"). The mandatory statutory rights of consumers shopping on the website are reserved. These Terms are to be read together with the Distance Sales Agreement, the Preliminary Information Form, the KVKK Privacy Notice and the Privacy Policy published on the website, and with any licence/usage terms stated separately for a product.
2. Nature of the Products Sold
Through the PUU FU CLOUDS website, digital design files, graphic and visual materials, templates, digital art products, e-books and electronic documents, video and audio content, software and digital tools, training content, fonts, digital packages and collections, licence keys or access codes and similar digital materials may be sold. The format, content, manner of use, licence scope, technical requirements and any usage limitations of the product are stated on the product page or in the relevant licence terms.
3. Order Cancellation
If the digital product has not yet been delivered, the Buyer may request cancellation, taking into account the status of the order and the legislation in force. The cancellation request can be sent to info@puufu.com.tr or through the customer support/contact channels offered on the website. The cancellation request should, if possible, state the order number, the Buyer's first and last name, the email address linked to the order and the reason for the cancellation request. If the order has not yet been fulfilled and there is no legal or technical obstacle to cancellation, the Company may carry out the cancellation.
4. Right of Withdrawal for Digital Products
The consumer's right of withdrawal under distance contracts applies under Consumer Protection Law No. 6502 and the Regulation on Distance Contracts. However, the legislation contains exceptions to the right of withdrawal for certain contracts. In particular, contracts for services performed instantly in an electronic environment and for intangible goods delivered instantly to the consumer are among the exceptions to the right of withdrawal. The Ministry of Trade gives music, films and programs downloaded to a computer or phone as examples of intangible goods delivered instantly to the consumer. For this reason, for digital products purchased through PUU FU CLOUDS and made available for instant access or download electronically after payment, the exception to the right of withdrawal in the relevant legislation may apply, depending on the nature of the product and the concrete sale conditions.
5. Notifying the Consumer of the Withdrawal Exception
For digital products to which the withdrawal exception will apply, the consumer is informed clearly and understandably, before the purchase is completed, that the product is digital in nature, that it will be delivered electronically, that it is available for instant delivery/access, and that the exception to the right of withdrawal may apply under the legislation. For products within the scope of the exception, the Company may also show this on the product page and/or at the pre-order information stage.
6. Products Not Covered by the Withdrawal Exception
If the purchased product or service does not fall under one of the exceptions to the right of withdrawal under the legislation in force, the consumer's statutory right of withdrawal applies. In this case, the consumer may exercise the right of withdrawal in accordance with the period and procedure prescribed by the legislation. If the right of withdrawal is exercised, the period applicable to the consumer, the notification method, the refund and the other conditions are determined according to the legislation in force.
7. Faulty, Incomplete or Non-Working Digital Products
If the purchased digital product cannot be downloaded or opened for access, the file is corrupted or incomplete, the product does not have the basic features stated in its description, the wrong product is delivered, files or materials stated to come with the product are missing, or it cannot be used technically, the Buyer may contact the Company. After the report, the Company examines the problem reasonably and offers an appropriate solution. Depending on the situation, the digital product may be redelivered, the faulty file may be corrected and resent, a missing file may be completed, a working/current version of the product may be provided, or other rights granted to the consumer by the legislation may be applied. The legislation provides that the burden of proving that intangible goods delivered to the consumer electronically, or services performed, are free of defects lies with the Seller.
8. Purchase of the Wrong Product
Situations arising from the Buyer selecting the wrong product, selecting the wrong format, buying the wrong licence type, the Buyer not meeting the technical requirements of the product, or buying without reading the product description/licence terms do not mean the product is defective. However, if the specific case is one that must be assessed under consumer legislation, the consumer's statutory rights are reserved. The Company may, at its own discretion, offer additional solutions or support for customer satisfaction.
9. Duplicate Payment
If more than one payment is taken for the same order because of a technical error, the Buyer may contact the Company. When a duplicate payment is identified, the overcharged amount is refunded to the Buyer within the technical and legal means of the payment method concerned.
10. Digital Products That Cannot Be Delivered
If the payment is made successfully but the digital product cannot be delivered to the Buyer or opened for access for a technical reason, the Company carries out the necessary technical examination once the Buyer contacts info@puufu.com.tr. If it is found that the problem is caused by the Company, the product is first delivered or made accessible. If the problem cannot be resolved, the rights the consumer has under the nature of the case and the legislation in force apply.
11. Refunds
Where a refund is legally possible, it is made within the periods and methods prescribed by the relevant legislation. If the payment was made by credit/debit card or through another payment institution, the time it takes for the refund to appear in the Buyer's account may vary depending on the processing times of the bank or payment institution concerned. The Company carrying out the refund and the amount actually appearing in the bank account/card may not happen at the same time.
12. Cases Where No Refund Is Possible
In the following cases, a refund request may be assessed taking into account the nature of the product concerned and the legislation in force: - The product falls within the withdrawal exception - The digital product was delivered instantly in an electronic environment - The product has been downloaded or accessed by the Buyer - The product conforms to the qualities stated in the product description - The Buyer simply does not like the product or their expectations have changed - The Buyer does not meet the product's terms of use or technical requirements However, these items cannot be interpreted in a way that removes the consumer's mandatory statutory rights.
13. Incorrect or Missing Email Address
If the digital product is delivered by email, the Buyer must provide a correct and usable email address when ordering. If the product cannot be delivered because of an incorrect or missing email address, the Buyer may request redelivery by notifying the Company of the correct email address. Where the product has not yet been delivered or made accessible, the Company may make the necessary technical arrangement.
14. Copying of Digital Products and Refund Requests
By the nature of digital products, if a purchased product is copied, shared with third parties or redistributed, no right to a refund automatically arises on that ground alone. The licence terms on the use of the product also apply. The Company's intellectual property rights and other legal rights are reserved.
15. Submitting a Refund Request
Refund, cancellation or product-related issue reports can be submitted through the following channels: PUU FU CLOUDS GIDA VE TATLICILIK A.Ş. Email: info@puufu.com.tr Telephone: 0 551 664 74 49 Address: Çengelköy Mh. Şehit Kader Sivri Sk. NO:4 ÜSKÜDAR İSTANBUL Stating the order number in your application helps the requests be assessed faster.
16. Consumer's Legal Rights
These Cancellation and Refund Terms do not remove or limit the consumer's rights under Consumer Protection Law No. 6502 and the related legislation. The consumer's rights arising from mandatory legislation are reserved. In consumer disputes, the Consumer Arbitration Committees and Consumer Courts can be applied to under the legislation in force. The monetary limits for the jurisdiction of the Consumer Arbitration Committees apply in line with the current limits announced by the Ministry of Trade on the date the dispute arose.
17. Contract and Transaction Records
The Company keeps the information and documents relating to distance sales transactions for the period prescribed by the legislation in force. Under the Regulation on Distance Contracts, sellers are obliged to keep the information and documents relating to their obligations on the right of withdrawal, information, delivery and others for three years.
18. Updates
PUU FU CLOUDS GIDA VE TATLICILIK A.Ş. may update these Cancellation and Refund Terms because of changes in the legislation in force, the technical infrastructure or the service model. The updated text is valid from the date it is published on the website.
19. Seller Information
Trade Name: PUU FU CLOUDS GIDA VE TATLICILIK A.Ş. Address: Çengelköy Mh. Şehit Kader Sivri Sk. NO:4 ÜSKÜDAR İSTANBUL Email: info@puufu.com.tr Telephone: 0 551 664 74 49 MERSIS No: 0733112608100001 Tax Office / Tax No: ÜSKÜDAR VERGİ DAİRESİ / 7331126081 Website: www.puufu.com.tr