Delivery and Return Terms

As Öz Ürgüp, we aim to maintain the highest level of customer satisfaction. These Delivery and Return Terms have been prepared within the scope of Law No. 6502 on the Protection of Consumers and the Regulation on Distance Contracts.

By placing an order, you are deemed to have accepted the Distance Sales Agreement and these Delivery and Return Terms.

Delivery is made to the address specified by the Buyer on the order form via the contracted courier company.

• Orders are delivered within 30 (thirty) days at the latest after payment confirmation. The estimated delivery time is stated in the order confirmation.
• May vary depending on the order total and delivery region; it is clearly shown on the order confirmation screen.
• Delays and costs arising from incorrect or incomplete address details are the Buyer's responsibility.
• Damaged products must be received with a report drawn up in the presence of the courier. Otherwise, the Seller accepts no liability.
• After shipment, the tracking number is shared by email or SMS.

If your order has not yet been shipped, you may submit your cancellation request via our Contact page, at info@ozurgup.com, or by calling +90 534 367 10 50.
After your cancellation request is approved, your payment will be refunded within 14 (fourteen) days at the latest, using the payment method you used.

If you request cancellation after your order has been shipped, you must initiate the return process under the right of withdrawal after receiving the product. In this case, return shipping costs belong to the buyer.

Pursuant to Law No. 6502 on the Protection of Consumers, you may return the product purchased under a distance sales agreement within from the date of receipt, without giving any reason and without paying any penalty.

To exercise your right of withdrawal, it is sufficient to notify us within the specified period.

Products to be returned must meet the following conditions:

If the product is returned in used, worn, damaged condition, or with missing parts, the return request may be rejected or an appropriate deduction may be made from the product price.

• The product must be in its original packaging, unused, and undamaged
• Product tags, seals, bands, and protective packaging must not have been opened or damaged
• Any gifts, accessories, and promotional items sent with the product must also be returned in full
• The original invoice or a copy must be included in the return package

1. Submit your return request via our Contact page, at info@ozurgup.com, or by calling +90 534 367 10 50. Please state your order number, reason for return, and information about the product(s) you wish to return.
2. Your request will be reviewed and approval/rejection will be communicated by email within 2 (two) business days at the latest.
3. After receiving return approval, send the product to us at the specified address by courier in its original packaging, together with the invoice. Return shipping costs are borne by the Buyer (except for defective products).
4. After the returned product reaches us, compliance with return conditions is checked. This process takes a maximum of 3 (three) business days.
5. After inspection and return approval, the refund process is initiated.

Following return approval, refunds are processed according to the following conditions:

The refund amount is returned to the credit/debit card used for payment through the iyzico payment infrastructure. After we initiate the refund, the time for the amount to appear in your card account may vary depending on your bank (generally 5–10 business days).

For installment payments, the refund is processed by your bank in accordance with your installment plan. The refund amount is credited to your account in installments according to the installment plan of the card used for payment. We recommend contacting your bank for details regarding installment refunds.

For returns made under the right of withdrawal, the refund is completed within 14 (fourteen) days at the latest from the date the withdrawal notification reaches the Seller. However, the Seller may defer the refund until the returned product is received.

For orders containing multiple products, only the price of the returned product(s) is refunded. The agreement remains valid for the remaining products.

Pursuant to Article 15 of the Regulation on Distance Contracts, the right of withdrawal cannot be exercised for the following products:

• Products prepared in accordance with the Buyer's requests or personal needs (custom-made products)
• Products liable to deteriorate quickly or pass their expiration date
• Products whose protective elements such as packaging, tape, seal, or package have been opened after delivery, where return is not appropriate for health and hygiene reasons
• Products that, after delivery, have been mixed with other products and cannot be separated by their nature
• Products whose price varies depending on fluctuations in financial markets and is not under the Seller's control
• Digital content and software where the packaging has been opened
• Periodicals such as newspapers and magazines (except those under subscription)

If the product you received is defective (faulty, damaged, incomplete, or not in accordance with its description/technical specifications):

Under Law No. 6502, the limitation period for defective products is 2 (two) years from the date of delivery.

• You must notify us within from the date of delivery of the product
• Return shipping costs for defective products are
• Depending on your preference, you may request free repair, product replacement, price refund, or a discount proportional to the defect

If you detect damage during product delivery caused by the courier:

Return shipping costs for products damaged in transit are borne by the Seller. Product replacement or price refund will be provided.

For products received without a damage report, it cannot be determined whether the damage occurred in transit or afterwards; therefore, the return request will be subject to evaluation.

1. Do not accept the product, or have a damage report prepared in the presence of the courier officer
2. Take photographs of the damaged product
3. Notify us as soon as possible (info@ozurgup.com or +90 534 367 10 50)

You may request to exchange the product you purchased for a different color, size, or model. The exchange process:

• The product must comply with return conditions (unused, in packaging, with tags)
• Exchange is subject to stock availability. If the requested product is out of stock, a price refund will be issued
• If exchanging for a higher-priced product, the price difference is paid by the buyer; if exchanging for a lower-priced product, the difference is refunded

You may send return shipments to the following address:

Öz Ürgüp

Adnan Kahveci Caddesi No:42

Ürgüp / Nevşehir

Tel: +90 534 367 10 50

• Returns under the right of withdrawal: Shipping costs are borne by the buyer
• Returns of defective/damaged products: Shipping costs are borne by the Seller
• Incorrect product shipment: Shipping costs are borne by the Seller

For disputes related to the return process, Consumer Arbitration Committees have jurisdiction within the monetary limits announced annually by the Ministry of Trade; Consumer Courts have jurisdiction where such limits are exceeded.

We aim to resolve issues through mutual communication between the parties in the first instance. Please do not hesitate to contact us if you have any questions or concerns.

For all questions and requests regarding delivery, cancellation and return processes:

We will respond to you as soon as possible during our business hours (Monday–Saturday, 09:00–18:00).

• info@ozurgup.com
• +90 534 367 10 50
• Contact Page