Claims, Shortages and Returns

Last updated: September 2026

These terms apply to business-to-business orders. Because these are commercial sales, there is no consumer right of withdrawal. What follows is the process for raising a claim where goods arrive damaged, short, or not to specification.

1. Inspect on arrival

Please inspect the consignment on delivery. Where damage or shortage is visible, note it on the carrier's delivery document before signing and photograph the pallet, cartons and any damage. A clean signed delivery note makes a transport claim substantially harder to pursue.

2. Notification periods

• Visible damage or shortage: notify us within 7 days of delivery.
• Hidden defects: notify us within 30 days of delivery.

Send notification on WhatsApp (+90 539 322 75 77) with the order or invoice number, the quantity affected, and photographs. We acknowledge claims within two working days.

3. What we require

• Order or proforma invoice number
• Quantity and description of the affected goods
• Photographs of the outer carton, the inner packaging and the goods themselves
• Where relevant, the annotated carrier delivery document

4. Resolution

Where a claim is accepted we will, at our discretion and in discussion with you, replace the affected goods on the next shipment, issue a credit note against a future order, or refund the invoiced value of the affected goods. Where goods must be returned, we will confirm the return address and who bears the freight cost before you ship anything — please do not return goods without written agreement, as unannounced returns cannot be processed.

5. What is not covered

• Damage caused after delivery, including in the buyer's own storage or onward transport where risk had passed under the agreed Incoterm.
• Minor colour shade variation between production batches, which is inherent to the process.
• Goods that have been unpacked, relabelled, repackaged or altered by the buyer.
• Change of mind, overstock, or slower-than-expected sell-through.

6. Transport damage

Where the agreed Incoterm places transit risk with the buyer, a claim lies against the carrier or the cargo insurer rather than with us. We will nonetheless provide the packing list, photographs taken at loading and any other documentation you need to support that claim.

7. Contact

Okan Toys · WhatsApp (+90 539 322 75 77) · +90 539 322 75 77