Cancellation and Returns Policy

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1. General Provisions

These Cancellation and Returns Terms govern returns, exchanges, and cancellations for products purchased from Gerçeği Arayanlar. The legal basis is the right of withdrawal under TKHK (Consumer Protection Law No. 6502) Art. 29.

2. Right of Withdrawal (14-Day Free Return)

2.1 What Is the Right of Withdrawal?

Under TKHK, customers may return purchased products within 14 days without stating any reason.

2.2 Withdrawal Period

Example: If delivery is on 5 August, you may withdraw until 19 August.

2.3 How to Withdraw

Written notice is required:

Option 1: Email

Email: hello@gercegiarayanlar.com
Subject: "Withdrawal - Order Number #[ORDER NO]"

Sample email:

Dear Gerçeği Arayanlar,

Order Number: #12345
Product Name: Crystal Set
Delivery Date: 5 August 2026

I wish to exercise my right of withdrawal and return the product.

Sincerely,
[Your Name]
[Phone]

Option 2: Registered Letter

A written record of notification will be kept.

Option 3: Phone (Email Confirmation Required)

If you notify by phone, you must also confirm by email.

2.4 Process After Withdrawal Notice

1. Confirmation email: Gerçeği Arayanlar confirms within 2 business days
2. Return label: A free return label is emailed
3. Prepare the product: Unused, undamaged, preferably original packaging, with accessories
4. Ship: Hand to the carrier with the return label
5. Receipt: Gerçeği Arayanlar inspects within 3 business days of receipt
6. Refund: If inspection succeeds, refund within 14 days

2.5 Return Rules

Accepted when:

✓ Unused and undamaged
✓ In original packaging (seal intact where applicable)
✓ All accessories included
✓ Shipped with return label
✓ Requested within 14 days

Not accepted when:

✗ Broken, punctured, or scratched
✗ Packaging seriously damaged
✗ Signs of use
✗ Hygiene risk (opened incense/oils)
✗ Damage from improper storage by the customer
✗ Missing accessories

NOTE: Incense and oils generally cannot be returned once opened for hygiene/health reasons.

2.6 Return Costs

3. Exchange Right

3.1 What Is an Exchange?

The customer may exchange a delivered product for another. Exchange differs from a refund return.

3.2 Exchange Conditions

• Product unused
• Original packaging
• Request within 30 days of delivery
• Replacement product in stock

3.3 Exchange Process

1. Request: Email hello@gercegiarayanlar.com

   Subject: Product Exchange - Order Number #[NO]
   
   Current Product: [Name]
   Desired Product: [New Name]
   

2. Approval: Within 2 business days

3. Shipping: Return label provided; product shipped back

4. Inspection: On receipt

5. Outbound: New product shipped in 3–5 business days

3.4 Price Difference

4. Returns/Exchanges for Defects

4.1 What Is a Defect?

A defect is a fault or shortcoming present at purchase that prevents proper function.

Examples:

• Factory defects (color issue, scratch, crack)
• Electrical/electronic products that do not work
• Significant packaging damage
• Damage during shipping

4.2 Reporting a Defect

1. Notify promptly: Within 24 hours of discovery on delivery where possible
2. Evidence: Photos or video
3. Written request: By email

Subject: Defective Product Report - Order #12345

Dear Gerçeği Arayanlar,

Order Number: #12345
Product: Crystal Set
Delivery Date: 5 August 2026

Defects observed:
- Crystal cracked
- Packaging damaged

Please review the attached photos.

[Photo attachments]

Sincerely...

4.3 Defect Assessment

1. Review: Photos/video assessed in 2–3 business days
2. If confirmed:
   • Exchange: New product (preferred), or
   • Refund: 100% of the amount
3. If rejected: Product returned with explanation

4.4 Costs After a Confirmed Defect

5. Cancelling an Order

5.1 Can I Cancel?

Yes, under these conditions:

5.2 Cancel Before Payment

Remove items from the cart, or exit during checkout; the order is not completed.

5.3 Cancel After Payment, Before Shipment

1. Email hello@gercegiarayanlar.com with subject “Order Cancellation - #12345”
2. Confirmation within 1 business day
3. Refund to your bank account in 3–5 business days

5.4 After Shipment

After shipment you must use the right of withdrawal, not cancellation. See Section 2.

6. Refund Process

6.1 Refund Method

*Credit cards are not currently accepted.

6.2 Example Timeline

1. Product shipped → 20 August
2. Customer receives → 22 August
3. Withdrawal notice → 25 August
4. Confirmation → 26 August
5. Customer ships return → 27 August
6. Received by Gerçeği Arayanlar → 29 August
7. Inspection → 30 August
8. Refund initiated → 2 September
9. Bank posts funds → 5–6 September

6.3 Refund Destination

• Refunded to the IBAN used for payment
• Refunds to a different account are not available

7. Warranty Rights

7.1 Two-Year Consumer Warranty

Under TKHK, products carry a 2-year warranty.

7.2 Covered Defects

✓ Manufacturing defects (cracks, holes, color issues)
✓ Faulty processing
✓ Electrical/electronic failure
✓ Missing accessories on delivery

7.3 Not Covered

✗ Natural wear
✗ Misuse
✗ Altered products (painted, remade)
✗ Shipping damage without carrier claim
✗ Environmental factors (humidity, heat, sun)
✗ Normal fading over time

7.4 Making a Warranty Claim

1. Notify hello@gercegiarayanlar.com
2. Send photos/video + proof of purchase
3. Decision in 3–5 business days
4. Exchange or repair offered

8. Shipping Damage

8.1 Reporting Damage

If delivered damaged:

1. Ask the courier for a damage report
2. Photograph the damage
3. Email Gerçeği Arayanlar with carrier, date, and photos

8.2 Cost of Damage

• Gerçeği Arayanlar will send a replacement
• If the carrier does not insure/compensate, Gerçeği Arayanlar still resolves via replacement

9. When You Cannot Access the Product

9.1 Lost Shipment

1. Check tracking
2. File a loss claim with the carrier
3. Notify Gerçeği Arayanlar

9.2 Address Errors

1. Notify hello@gercegiarayanlar.com immediately
2. Reship to the correct address
3. If the error was the customer’s, reshipping fees may apply

10. Special Case: Digital Content and Consulting

10.1 Digital Products

Digital products (consulting sessions started, online courses delivered) generally cannot be returned once the service has been performed.

10.2 Guidance Sessions

• Cancel before the session starts: 100% refund
• Cancel after the session starts: 0% refund

11. FAQ

Q: Is 14 days too short?
A: It is the statutory period under TKHK. Defective products may be exchanged for up to 2 years.

Q: Can I recover shipping fees?
A: Yes if the product is defective; generally no if the return is solely the customer’s choice under withdrawal rules as stated.

Q: Can opened products be returned?
A: Possibly if opened only for inspection and seals/hygiene allow it. Opened incense/oils cannot be returned.

Q: When does shipping start?
A: Usually 1–2 business days after payment clears.

Q: When is money refunded?
A: Within 14 days after the returned product is received and inspected.

Q: Can I pay a price difference for an exchange?
A: Yes, via bank transfer.

12. Disputes

12.1 Steps

1. Direct contact: hello@gercegiarayanlar.com
2. Mediation: Consumer associations (typically free, 2–4 weeks)
3. Arbitration committee: Consumer Arbitration Committee (free up to TRY 2,000)
4. Court: Competent consumer court (fees may apply)

12.2 Contact Details

13. Rights Summary

*Some defects may appear later.

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Last Updated: August 2026
Email: hello@gercegiarayanlar.com
Questions: Contact us if anything is unclear.