Returns, Withdrawal and Refunds

You can return an order within 14 days without giving a reason. This page explains how, and what happens next.

1. The 14-day right

Under the Regulation on Distance Contracts you may withdraw from the contract within 14 days of receiving the goods, without giving a reason and without paying any penalty. The period starts on the day the parcel is delivered to you or to the person you designated.

2. Which products can be returned

Condition of the product	Can it be returned?
Unopened, protective seal intact, in original packaging	Yes, within 14 days
Seal opened or product used	No — cosmetics are excluded for reasons of hygiene once opened
Damaged in transit	Yes — do not accept the parcel, have the courier draw up a report
Wrong product sent	Yes — we replace it or refund you in full, shipping at our cost
Defective product	Yes — your rights under the Consumer Protection Law apply for 2 years

The exclusion for opened cosmetics comes from article 15 of the Regulation and applies to hygiene products generally, not only to us.

3. How to start a return

1. Write to [email protected] with your order number and which products you are returning.
2. We reply within one business day with the return code and the courier details.
3. Hand the parcel to the courier with the invoice inside. Return shipping is at our cost through our contracted courier.
4. We check the product when it arrives and start the refund.

4. When the money reaches you

The refund is issued within 14 days of your withdrawal notice reaching us, to the same payment method you used. After that:

• Credit card: the bank usually reflects it in 2–10 business days, depending on your statement date.
• Debit card: usually 2–5 business days.
• Bank transfer: the same or the next business day after we send it.

The delay after we issue the refund is the bank's process, not ours. If more than 10 business days pass, write to us and we will send you the refund reference to give your bank.

5. Exchanges

We do not run a separate exchange process. Return the product you do not want and place a new order for the one you do — this is faster and you keep the 14-day right on the new order too.

6. Defective products

If the product is defective, you may ask for it to be replaced, repaired, for a price reduction or for the contract to be cancelled, under articles 8–11 of the Consumer Protection Law. This right lasts 2 years from delivery and is separate from the 14-day withdrawal right.

7. If we cannot agree

Write to [email protected] first. If the matter is not resolved, you may apply to the Consumer Arbitration Committee or the Consumer Court in your place of residence, within the monetary limits announced each year by the Ministry of Trade.

The Turkish version of this document prevails. Translations are provided for information only; in case of any conflict the Turkish text applies.