Cancellation and Return Policy
CANCELLATION, RETURN AND EXCHANGE POLICY
General Information
At mertertextile.com, we prioritize customer satisfaction 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 website operated by Kalem İnternet Hizmetleri Ltd. Şti. at mertertextile.com.
1. Order Cancellation
Orders are processed only after payment by Credit Card or Bank Transfer / EFT has been received in the company accounts.
Orders for which payment has not yet been made may be cancelled without any further processing.
For orders where payment has been received but product preparation has not yet started, cancellation requests may be considered.
Once the product has been packaged, prepared, handed over to the carrier, or the international shipping process has started, cancellation requests are evaluated within the scope of the relevant legislation and this policy.
2. Right of Withdrawal
Customers who qualify as consumers may exercise their right of withdrawal within 14 (fourteen) days from the date of receipt of the product, under the applicable Law No. 6502 on Consumer Protection (Tüketicinin Korunması Hakkında Kanun) and the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği).
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 any promotional items
as set out above.
3. Return Conditions
Customers wishing to request a return must first contact us.
The product to be returned must be:
unused,
unwashed,
unaltered,
free of perfume, deodorant or similar traces of use,
in a condition suitable for resale
as listed above.
Returns of products that are unsuitable in terms of 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, the exchange can be carried out.
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 Products
If the product received is:
damaged,
incomplete,
sent as the wrong product,
the customer must contact us as soon as possible from the date of receipt of the product.
After the necessary examination, if the error is attributable to our company, a product exchange or an appropriate solution will be provided.
6. Inspection Upon Delivery
Our customers are strongly advised to inspect the package they receive in the presence of the courier.
Packages found to be damaged should not be accepted, and a damage report should be drawn up by the courier.
In the absence of a damage report, the review process may take longer.
7. Special Provisions for Wholesale Sales
mertertextile.com is primarily engaged in wholesale activities.
For sales 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 characteristics,
production status,
campaigns,
special pricing
as listed above.
For custom-made products, bulk orders or products prepared according to customer requests, the right of withdrawal may be limited or inapplicable under the applicable legislation.
8. International Orders
For international shipments, delivery times may vary due to customs procedures and the legislation of the relevant country.
Return and exchange processes for international orders are evaluated separately, taking into account shipping costs, customs procedures and the applicable rules of law.
9. Completion of the Return Process
After the returned product is received by our company, the necessary quality checks are carried out.
If the return conditions are met, the process is completed in accordance with the relevant legislation.
Products that do not meet the conditions may be sent back to the customer with the reason stated.
10. Contact
For your cancellation, return and exchange requests, you can contact us using the contact details below.
Company Name: Kalem İnternet Hizmetleri Ltd. Şti.
Brand: mertertextile.com
MERSIS No: 0491068986800001
Tax Office: Maslak Vergi Dairesi
Tax No: 4910689868
Electronic Notification (UETS) Address: 25939-80513-10134
Address: Sultan Selim Mahallesi, Eski Büyükdere Caddesi, No:61, İç Kapı No:2 Kağıthane / İstanbul
Phone: 0532 325 97 88
Email: info@mertertextile.com
In line with our customer satisfaction-focused service approach, we strive to evaluate all your requests as quickly as possible.