Cancellation & Refund

Last updated: 16 September 2026

This page explains the delivery, cancellation, withdrawal and refund terms for umrah, hajj and culture tours and for physical products such as umrah and hajj essentials requested on rotanur.com. No online payment is taken on our site. After you send a request, our advisor contacts you, confirms the details and guides you through the payment steps. These terms apply together with our Distance Sales Agreement and Preliminary Information Form.

Seller: Markention Dijital Pazarlama San. ve Tic. Ltd. Şti. (RotaNur brand)
Address: Cevizli Mah. Zuhal Cad. Ritim İstanbul A5 Blok No:46E/179, 34846 Maltepe / Istanbul, Türkiye
Tax: Kartal Tax Office, tax ID 6121767816
Phone: +90 534 021 47 45 · Email: info@rotanur.com

1. Tour services (umrah, hajj and culture tours)

Our umrah, hajj and culture tours are package tours that combine services such as transport, accommodation and transfers. The Turkish Distance Contracts Regulation does not apply to package tours, so there is no 14-day right of withdrawal for tours. Cancellations and refunds follow Turkish Consumer Protection Law No. 6502 and the Package Tour Contracts Regulation.

Reservation request

A reservation request left on our site is not a binding purchase. Before you move on to payment, simply tell us that you no longer wish to go ahead.
Tour services involve no physical shipment. You are told on the same day that your booking is confirmed. The service is provided on the dates in the tour programme.

Cancelling a tour

You can terminate the contract by sending us your cancellation in writing or on a durable medium such as email.
If you cancel at least 30 days before the tour starts, nothing is deducted except taxes, duties and similar statutory costs, and the amount you paid is refunded.
If you cancel less than 30 days before the tour starts, only the amount or rate set out in advance in your contract may be deducted.
If the cancellation results from an unforeseeable situation or force majeure, only statutory costs and documented, non-refundable amounts paid to third parties are deducted.
Any refund is paid within 14 days of the date your cancellation reaches us, in a way that matches the payment method you used.
For hajj, the registration, final registration and refund rules of the Presidency of Religious Affairs (Diyanet) also apply.

Transferring a tour

If you cannot travel, you can transfer the contract to another person who meets the tour conditions, provided you notify us at least 7 days before the tour starts.

Changes to the programme and cancellation of the tour

If an essential feature of the tour changes significantly or we cancel the tour, we inform you without delay. Your rights under the Package Tour Contracts Regulation are reserved.

2. Physical products (umrah and hajj essentials)

Delivery and shipping fee

Once our advisor has confirmed the products, delivery and payment details with you and approved your order, it is delivered to the address you gave within 3 business days at the latest.
We deliver to addresses in Türkiye, and no shipping fee is charged.
If the parcel looks damaged, ask the courier to record it when you receive it and tell us on the same day.

Right of withdrawal

For physical products, you can withdraw from the contract within 14 days of the day you receive the product, without giving any reason and without paying a penalty. If the items in one order are delivered separately, the period starts on the day you receive the last item. The exceptions are listed below.

How to withdraw: Before the period ends, tell us your decision by email to info@rotanur.com, by a written WhatsApp message or in writing to our address above. Include your name, order number, the products you are withdrawing from, the delivery date and your withdrawal statement. We confirm that we have received your notice.

Returning the product

Send the product back to us within 10 days of your withdrawal notice.
Our advisor tells you which courier to use and gives you a shipment code. No return shipping fee is charged.
If possible, return the product complete, with its invoice and original packaging. Examining the product in line with how it works, its technical features and its instructions does not affect your right of withdrawal.

Products without a right of withdrawal

Under Article 15 of the Distance Contracts Regulation, the right of withdrawal does not apply to:

Products whose protective elements, such as packaging, tape, seal or wrapping, have been opened after delivery and whose return is not suitable for health and hygiene reasons. Examples: personal care products such as unscented soap, shampoo, deodorant, sunscreen, lip balm, wet wipes and chafing cream; attars and bakhoor; miswak.
Products that can deteriorate quickly or pass their expiry date, for example food products such as dates.
Products prepared specially at your request or for your personal needs.

If the packaging of these products has not been opened, your 14-day right of withdrawal still applies.

Refunds

Within 14 days of the date your withdrawal notice reaches us, we refund the total amount you paid in one go, in a way that matches the payment method you used, without charging you any cost.

Defective or wrong products

If you receive a defective, damaged or wrong product, tell us straight away. Under Article 11 of Law No. 6502, you can choose to withdraw from the contract, ask for a price reduction, free repair or a replacement with a non-defective product. In this case we cover all shipping costs. Liability for defective products is subject to a two-year limitation period from delivery.

3. Complaints and disputes

You can send requests and complaints to info@rotanur.com or 24/7 via the WhatsApp button on the page. In a dispute, you can apply to the consumer arbitration committee where you live or where the transaction took place, within the monetary limits set each year by the Ministry of Trade, or to the consumer court above those limits. You can also apply through the Consumer Information System (TÜBİS) on e-Devlet.

Language: This English text is a translation. If the Turkish and English versions differ, the Turkish İptal ve İade Koşulları prevails.