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How much time does the buyer have to return the product?
The buyer can exercise their right to return the product by sending a written request to the company’s email address provided on the website within 14 days of receiving the product. Once the product is returned in its complete and undamaged condition, the product price will be refunded to the buyer's card. However, returns will not be accepted for products that are not in their original condition, damaged, or impaired, and no refund will be made for such products.
Returns are not accepted for personalized name bracelets.
How can I return a defective/missing/different product?
Products will be delivered to you by the contracted courier/shipping company against a signature. If you notice any visible damage, impact, or breakage to the packaging or product, you must have the courier issue a damage report. The courier is required to prepare a report for damaged deliveries.
If the courier does not prepare a report, you can refuse the delivery without accepting the product or check the product at the courier branch before accepting it.
If you do not have a damage report prepared, it will be difficult to prove that the issue was caused by the seller or the courier. Therefore, it is essential to get a report.
If there is visible damage, impact, or breakage to the packaging or product, you must have the courier issue a damage report.
What are the different return procedures available?
I returned the product to the courier without accepting the delivery.
In this case, simply notify the company via email with the return request and the tracking number of the shipment.
I accepted the product and returned it through the contracted courier company.
In this case, you should also send a written return request to the company’s email address with the tracking number.
I haven't sent it yet and want to start the return process.
You can initiate a return request through the specified email address, and return the product using our company's contracted courier service at no cost, or request a pick-up.
How should I send the product I want to return?
When you receive the product, you should repack it in the same manner as it was originally packaged, or in a way that will protect the product. Then, fill out the product return form and send it to the address provided on the invoice using the courier company that picks up the product.
What if I damaged the product’s packaging, can I still return it?
According to regulations, the right to withdraw cannot be denied due to a decrease in the product's value or circumstances making the return impossible. However, if the decrease in value or the impossibility of return is due to the buyer's fault, the buyer is required to compensate for the value of the product or the loss in value. In such cases, the seller can take legal action to recover the damages caused by the buyer.
How can I track my return request?
You can track your return request from the “My Orders” page in the account menu or by contacting the company via the email address or phone number listed on the website.
When will the refund be made?
Once the product is received in full and undamaged, the company will issue a refund to your bank. Depending on the bank’s process and practices, the refund to your credit or debit card may take around 3 business days. The refunded amount will be credited to your account as an additional balance. If you paid for the shipping with the order, the shipping cost will also be refunded. For more details, you can contact your bank.
Can I use the refund to purchase another product?
If you submit a request for an exchange, a decision will be made according to the situation.
How does the string exchange fee work?
There is a 6-month string warranty after the product is received. After 6 months, if the string is damaged, the exchange fee is 650 TRY.
Is the refund made in installments? When will my card limit be restored?
The refund is made for the total amount. Your card limit will be restored by the refunded amount. For installment payments, the refund is made in a single transaction for the total amount, but due to the bank's processes, the refund may be reflected in your account over several months. Therefore, you might see a + or - balance in your statement during the months the payment was made in installments.
Why is the refund for installment purchases made in installments?
The refund is made for the total amount, and your card limit will be restored accordingly. For installment payments, the refund will be made in a single transaction, but due to bank processes, it might be accounted for over the months the installments were made. Therefore, you may see a + or - balance in your statement for the months corresponding to the installments.
Frequently Asked Questions About the Right of Withdrawal
What is the Right of Withdrawal?
Under the Consumer Protection Law No. 6502 and the Distance Contracts Regulation, buyers have the right to withdraw and return a purchased product within 14 days from the delivery date for goods, or from the purchase date for services, without providing a reason and without incurring any penalty.
How can the Right of Withdrawal be exercised?
Buyers can exercise their right of withdrawal within 14 days (from the delivery date for goods or from the purchase date for services) by sending an email to the address provided on the website.
Once the seller receives the written return request from the buyer, the seller is obligated to promptly accept the return of the product and refund the full payment, including delivery costs, without any charge to the buyer. The return shipment cost will also be covered by the seller. The refund will only occur once the product is received in complete and undamaged condition.
Are there any products for which the Right of Withdrawal is not applicable?
The following products cannot be returned, even if the buyer requests a return within 14 days:
Products that are perishable or have a short shelf life,
Products that are personalized or custom-made at the buyer's request,
Products whose prices are determined by the stock exchange or other organized markets (such as bullion, gold, and silver items).
Who is responsible for the return shipping cost under the Right of Withdrawal?
Under the Right of Withdrawal, the return shipping cost is the seller’s responsibility. Even if the buyer returns the product for personal reasons, they are entitled to return it without paying the shipping cost. However, if the product is not returned through the specified courier company, the buyer will be responsible for the shipping cost. Additionally, if the seller specifies that the product will be collected for return, the return shipping fee will be deducted from the buyer’s refund.
Can the buyer return the product if it is damaged?
According to the regulations, if the buyer uses the product in accordance with its instructions and technical features, they are not responsible for any changes or damage that occurs under normal use. However, the buyer will be responsible for damage caused by misuse, and in such cases, the seller may refuse the return.
