1) Scope

This text explains the procedures and principles regarding order cancellation, the right of withdrawal, returns and exchanges. For orders placed via the Site, the Distance Sales Contract and applicable legislation remain reserved.

2) Order Cancellation

• You may request cancellation before your order is handed over to the carrier. Once your cancellation request is approved, the refund process is initiated.
• If the order has already been shipped, the process will be handled as a return.

3) Right of Withdrawal (14 Days)

• The Consumer has the right to withdraw from the contract within 14 (fourteen) days from the date the product is delivered to the Consumer or to a third person designated by the Consumer, without giving any reason and without paying any penalty.
• To exercise the right of withdrawal, you must submit a written notice (e.g., via email) within the withdrawal period.

4) Products Excluded from the Right of Withdrawal

In the following cases (to the extent permitted by applicable legislation), the right of withdrawal may not be exercised:

• Products prepared specifically in line with the buyer’s requests or personal needs (custom color / custom production, etc.).
• Products whose packaging has been opened and that are no longer suitable for resale or whose resale value has been reduced.
• Products that have lost value due to use/handling or are returned with missing parts.

5) Return Conditions

• The product should be returned, if possible, with its original packaging and all included accessories/parts.
• The product should not be damaged or altered due to use.
• We recommend adding a short note to the return parcel including your order number and request (return/exchange).

6) Return Shipping Process

• If you wish to return a product under the right of withdrawal, the carrier company to be used for returns is: Yurtiçi Kargo.
• If you prefer to return via another carrier, shipping costs shall be covered by the Consumer.

7) Refunds

• After your return request is approved and the returned product is received and inspected, the product price will be refunded according to your original payment method.
• Delays may occur due to bank/card provider processes. Such delays depend on your bank’s processing times.

8) Defective / Damaged / Missing Items

• If the product arrives damaged, defective or incomplete, please contact us as soon as possible after delivery.
• In such cases, options such as replacement, refund or reshipment may be evaluated.

9) Exchanges

Exchange requests are evaluated based on stock availability, product type and the requested variant (color/size/model). If an exchange is not possible, return/refund options may be offered.

10) Contact

For cancellation/return/exchange requests, please contact us with your order number: info@e-fermuar.com