Returns, Exchanges and Right of Withdrawal Policy
Last updated: July 13, 2026
1. Statutory Right of Withdrawal
A consumer has the right to withdraw from a distance sales contract within 14 days of the date on which the consumer, or a third party designated by the consumer, receives the product, without providing a reason and without incurring a contractual penalty.
To exercise the right of withdrawal, the consumer must notify Sadrazam Hediyelik of the decision before the 14-day period expires. The notification may be submitted in writing or through a durable medium such as email or the website contact form.
Unless Sadrazam Hediyelik has offered to collect the product itself, the consumer must return the product within 10 days of submitting the withdrawal notification.
2. Sadrazam Hediyelik’s 30-Day Return and Exchange Option
In addition to the statutory 14-day right of withdrawal, customers may request a return or exchange of eligible products that have not been personalized within a total period of 30 days from delivery.
The period between the 15th and 30th days after delivery is a voluntary additional benefit provided by Sadrazam Hediyelik. During this period, the product must be unused, undamaged, clean, complete and suitable for resale.
This voluntary additional benefit does not restrict the consumer’s statutory 14-day right of withdrawal or any statutory rights relating to defective goods.
3. Inspection of Products and Return Conditions
Reasonable inspection of a product during the withdrawal period for the purpose of determining its nature, characteristics and operation does not remove the consumer’s right of withdrawal.
The product should be inspected in accordance with its instructions, technical specifications and intended operation. Where there is use beyond what is reasonably necessary for inspection, damage attributable to the consumer, missing components or a reduction in value, the resulting loss in value may be assessed to the extent permitted by applicable law.
An order number, customer information or other proof of purchase must be provided so that the returned product can be matched with the relevant order.
4. Personalized and Custom-Made Products
The statutory right of withdrawal does not apply to products made according to the consumer’s special requests or personal requirements.
This includes products bearing a customer’s name, photograph, date, custom wording, logo or any other personalization requested by the customer.
Products selected from our standard catalogue and not altered according to the customer’s personal instructions are not automatically considered personalized merely because they are prepared after an order is placed.
Where a personalized product is defective, damaged, incomplete or inconsistent with the order, the consumer’s statutory rights relating to defective goods remain fully applicable.
5. Submitting a Return or Exchange Request
Return, exchange and withdrawal requests may be submitted through any of the contact channels available on our website. Please include your order number with your request.
Customers should notify us before dispatching a returned product so that the appropriate shipping instructions can be provided, the shipment can be tracked and the request can be processed promptly.
6. Return Shipping Costs
When the statutory 14-day right of withdrawal is exercised and the product is returned through the designated return carrier stated in the pre-contractual information provided for the order, the consumer will not be charged a return shipping fee.
Where no return carrier has been specified in the pre-contractual information, the consumer will not be charged for the return. If the designated carrier does not provide services in the consumer’s location, Sadrazam Hediyelik will arrange the return without imposing an additional cost on the consumer.
Where a product is defective, damaged, incomplete or incorrectly supplied, the shipping costs required for the return or exchange will be covered by Sadrazam Hediyelik.
For voluntary returns or exchanges requested between the 15th and 30th days following delivery, shipping costs are payable by the customer unless the product is defective or was incorrectly supplied.
7. Refunds
Where the statutory right of withdrawal is exercised, all payments that must be reimbursed under applicable law will be refunded no later than 14 days after the withdrawal notification is received by Sadrazam Hediyelik.
The refund will be made in a manner compatible with the payment method used for the original purchase, in a single transaction and without imposing an additional cost on the customer.
For voluntary returns requested between the 15th and 30th days following delivery, the refund will be processed no later than 14 days after the product has been received and confirmed to comply with the conditions stated in this policy.
The time required for a bank or payment service provider to reflect a completed refund in the customer’s account may vary according to that institution’s processing procedures.
8. Exchanges
Eligible products that have not been personalized may be submitted for exchange within 30 days of delivery.
Exchanges are subject to stock availability. Where the requested replacement product is unavailable, the customer will be offered an alternative product or a refund.
Unless the product is defective or was incorrectly supplied, the customer is responsible for shipping costs associated with voluntary exchanges requested between the 15th and 30th days following delivery.
9. Defective, Damaged, Incomplete or Incorrect Products
Where a delivered product is defective, damaged during transportation, incomplete or different from the product ordered, customers are requested to contact us as soon as reasonably possible and provide their order number and, where available, photographs of the product.
In the case of defective goods, consumers may exercise one of the following statutory remedies, subject to the conditions set out in applicable law:
- Return the product and withdraw from the contract,
- Retain the product and request a proportionate reduction in price,
- Request a free repair where this would not result in disproportionate costs,
- Request replacement with a conforming product where replacement is possible.
Statutory rights relating to defective goods are not limited to the voluntary 30-day period stated in this policy. Subject to the exceptions provided by law, liability for defective goods is generally subject to a two-year limitation period beginning on the date of delivery to the consumer.
10. Return Address
11. Reservation of Statutory Rights
Nothing in this policy removes, restricts or limits any mandatory rights granted to consumers under Turkish Consumer Protection Law No. 6502, the Regulation on Distance Contracts or any other applicable consumer-protection legislation.