Cancellation and Return Policy
CANCELLATION, RETURN AND EXCHANGE POLICY
General Information
As mertertextile.com, we place customer satisfaction at the forefront and aim to provide transparent, reliable, and solution-oriented service throughout all order processes.
This Cancellation, Return and Exchange Policy sets out the procedures and principles applicable to purchases made through the mertertextile.com website operated by Kalem İnternet Hizmetleri Ltd. Şti.
1. Order Cancellation
Orders are processed only after payment via Credit Card or Bank Transfer / EFT has been received in the company's accounts.
Orders for which payment has not yet been made may be canceled without being processed.
Cancellation requests for orders that have been paid for but whose product preparation has not yet started may be considered.
Once the product has been packaged, prepared, handed over to the carrier, or the international shipping process has started, cancellation requests will be evaluated in accordance with the applicable legislation and this policy.
2. Right of Withdrawal
Customers acting as consumers may exercise their right of withdrawal within 14 (fourteen) days from the date of delivery, pursuant to Law No. 6502 on Consumer Protection and the Distance Contracts Regulation in force.
To exercise the right of withdrawal;
The product must be unused,
Its original packaging must be intact,
Its labels must not have been removed,
It must be in resalable condition,
It must be returned complete with all accessories and, where applicable, promotional products
are required.
3. Return Conditions
Customers wishing to request a return must contact us first.
The product to be returned;
Must be unused,
Must not have been washed,
Must not have been altered,
Must not show any traces of perfume, deodorant, or similar use,
Must be in suitable condition for resale
must be.
Returns of products unsuitable for hygiene or resale may not be accepted.
4. Exchanges
Product exchange requests are evaluated subject to stock availability.
If the requested size, color, or model is in stock, an exchange may be arranged.
For products that are out of stock, an alternative product may be offered or an agreement may be reached between the parties.
5. Damaged or Incorrect Product
If the delivered product is;
Damaged,
Incomplete,
Or has been sent as the wrong product,
the customer must contact us as soon as possible after receiving the product.
Following the necessary review, if the issue is determined to have been caused by our company, a product exchange or an appropriate solution will be provided.
6. Inspection Upon Delivery
We strongly recommend that customers inspect the package in the presence of the carrier's delivery personnel.
Packages found to be damaged must not be accepted, and a damage report must be prepared by the carrier's delivery personnel.
If no damage report is available, the review process may take longer.
7. Special Provisions Regarding Wholesale Sales
mertertextile.com primarily engages in wholesale sales.
For sales made to businesses, stores, boutiques, e-commerce sellers, and other commercial customers, return and exchange conditions may be determined separately between the parties, taking into account;
Order quantity,
Product specifications,
Production status,
Promotions,
Special pricing
.
For custom-made products, bulk orders, or products prepared according to customer specifications, the right of withdrawal may be limited or may not apply within the framework of the applicable legislation.
8. International Orders
For international shipments, delivery times may vary due to customs procedures and the legislation of the relevant country.
For international orders, return and exchange procedures will be evaluated separately, taking into account shipping costs, customs procedures, and applicable laws.
9. Finalization of the Return Process
Once the returned product has been received by our company, the necessary quality inspections will be carried out.
If the return conditions are met, the process will be completed in accordance with the applicable legislation.
Products that do not meet the requirements may be sent back to the customer with the reason stated.
10. Contact
You can contact us using the information below for your cancellation, return, and exchange requests.
Company Name: Kalem İnternet Hizmetleri Ltd. Şti.
Brand: mertertextile.com
MERSİS No: 0491068986800001
Tax Office: Maslak Tax Office
Tax No: 4910689868
Electronic Notification (UETS) Address: 25939-80513-10134
Address: Sultan Selim Mahallesi, Eski Büyükdere Caddesi, No:61, Internal Door No:2 Kağıthane / İstanbul
Phone: 0532 325 97 88
Email: info@mertertextile.com
In line with our customer-focused service approach, we work to review all requests as quickly as possible.