1. General Information

This Delivery, Cancellation, Withdrawal and Return Policy has been prepared to inform our customers about delivery, order cancellation, right of withdrawal, product returns, refunds, and defective or incorrect product procedures relating to orders placed through the yazzma.com website.

Consumer transactions carried out through Yazzma are subject to the applicable consumer legislation in force, particularly Law No. 6502 on Consumer Protection and the Regulation on Distance Contracts. This policy does not restrict or eliminate consumers’ rights arising from the law.

Before an order is placed, the consumer is provided through the website with the necessary information regarding the product’s essential characteristics, sale price, delivery conditions, payment information, right of withdrawal, and exceptions to the right of withdrawal. Once the order is completed, information relating to the order may be sent to the email address provided during checkout or through another communication channel registered in the system.

If there is any discrepancy between this policy and the distance sales agreement, preliminary information form, or information displayed on the product page, the provision that is in favor of the consumer and compliant with mandatory legislation shall apply.

2. Seller Information

Consumers may submit notifications regarding orders, delivery, returns, withdrawal, and defective products through the communication channels stated above.

3. Orders and Payment

Before an order is completed, the product name, essential characteristics, sale price, any shipping or delivery charges, total amount payable, and the fact that a payment obligation will arise are clearly displayed.

At the payment stage, the consumer is clearly informed that confirming the order creates an obligation to pay the price of the product or products included in the order.

An order is considered received once the payment transaction has been successfully completed and the order information has reached our system. If payment is not completed, is not approved by the payment provider, or the order information does not reach our system due to technical reasons, the order may not be considered completed.

After the order has been received, the order number, product information, total payment amount, and delivery information are sent through the communication channel provided during checkout.

4. Delivery Time

After payment approval is received, the order is prepared and handed over to the contracted shipping company within [X] business days. If a different preparation or dispatch period is stated on the product page, the period clearly shown to the consumer before placing the order shall apply.

The product shall be delivered no later than 30 days from the consumer’s order date. For products specially prepared in accordance with the consumer’s request or personal needs, the production and delivery period separately stated on the product page may apply. However, special production or personalized preparation conditions shall be clearly communicated to the consumer before the order is placed.

Delivery times may be affected by the nature of the product, delivery address, public holidays, shipping operations, and extraordinary circumstances outside the company’s reasonable control. If a situation affecting delivery arises, the consumer will, where possible, be informed of the reason for the delay and the estimated new delivery date.

Delays caused by the shipping company do not eliminate Yazzma’s obligations toward the consumer arising from law or contract. The consumer’s statutory rights are reserved.

5. Shipping and Delivery Information

After payment approval is received, the order is delivered through [SHIPPING COMPANY]. If different information regarding the shipping company or delivery method is provided during the order process, the information shown to the consumer during checkout shall prevail.

When the order is handed over to the shipping company, if a tracking number has been created, this information will be sent through the communication channel provided during checkout or may be displayed in the consumer’s account.

For delivery to be completed, the consumer must provide accurate and complete delivery address and contact information during checkout. Any delay, failed delivery, or reshipment resulting from incorrect or incomplete address or contact details will be assessed according to the circumstances of the specific case.

If the consumer is not present at the delivery address when the shipment arrives, the shipping company’s own delivery procedure shall apply. The shipping company’s notifications should be taken into account regarding redelivery, collection from a branch, or return of the shipment.

For international shipments, customs duties, import charges, and other official fees that may arise under the customs laws of the destination country shall, unless otherwise stated, be the responsibility of the recipient at the time of delivery.

6. Package Inspection Upon Delivery

Consumers are advised, where possible, to inspect the package at the time of delivery. If there is visible tearing, crushing, opening, wetness, impact damage, or missing contents, notifying the courier and, where possible, having a damage report prepared may be useful as evidence.

The absence of a report at the time of delivery does not, by itself, prevent the consumer from exercising statutory rights relating to a claim that the product is defective, damaged, incomplete, or incorrect.

If there is any issue with the delivered product, the consumer may contact us at info@yazzma.com by providing the order number and, where possible, photographs or videos showing the problem. Providing photographs or videos is not a prerequisite for exercising statutory rights; such materials may only be requested to help accelerate the review process.

7. Order Cancellation

If the order has not yet been handed over to the shipping company, the consumer may request cancellation by providing the order number via info@yazzma.com.

If the cancellation request reaches us before the order is handed over to the shipping company and the order preparation process still allows cancellation, the order will be cancelled.

If the cancellation is approved, the amount paid will be refunded in accordance with applicable legislation and, where possible, to the original payment method used. The time required for the refund to appear in the consumer’s account may vary depending on the bank or payment provider.

If the order has already been handed over to the shipping company, the consumer’s right of withdrawal after delivery, or statutory rights where the product is defective or incorrect, shall apply. The fact that an order has been shipped does not eliminate the consumer’s statutory right of withdrawal or rights relating to defective goods.

8. Right of Withdrawal

Subject to the exceptions provided by law, the consumer may exercise the right of withdrawal within 14 days from the date of receiving the product subject to the distance contract, without giving any reason and without paying any penalty.

To exercise the right of withdrawal, it is sufficient for the consumer to make a clear statement of their decision to withdraw within the 14-day period. The consumer may send the withdrawal notification to info@yazzma.com. Withdrawal notifications made through another communication method permitted by applicable legislation will also be assessed in accordance with legal requirements.

Including the following information in the withdrawal notification will help the process proceed more quickly:

• Order number,
• Order date,
• Name of the delivered product,
• Consumer’s full name,
• A clear statement of the return or withdrawal request,
• Consumer’s contact information.

It is sufficient for the withdrawal notification to be directed to us within the legal time limit. After receiving the notification, the consumer will be informed about the return process and return shipping details.

If the consumer has not been properly informed about the right of withdrawal in accordance with applicable legislation, the additional time periods provided by law may apply.

9. Return After Exercising the Right of Withdrawal

After submitting the withdrawal notification, the consumer must send the product within the period prescribed by applicable legislation through [SHIPPING COMPANY] or by the return method communicated to the consumer.

Before sending the return, contacting us through info@yazzma.com is recommended to ensure that the return package is directed to the correct address and sent using the correct method.

Including the following information in the package or shipping record will make it easier to match the return to the order:

• Order number,
• Consumer’s full name,
• Return reason, if the consumer wishes to provide one,
• Contact information.

Use of a returned product within the ordinary limits necessary to determine its nature, characteristics, and instructions for use does not eliminate the consumer’s right of withdrawal.

The consumer may be responsible, where the conditions set out by law are met, for any decrease in the value of the product resulting from use beyond the ordinary inspection limits. This assessment shall take into account the nature of the product and the specific manner in which it was used.

10. Packaging, Accessories and Complementary Parts

Sending the returned product together, where possible, with its original packaging, accessories, user manual, and complementary parts helps the return process to be completed quickly and properly.

However, the fact that the original packaging has been opened or is no longer available does not, by itself, automatically result in the loss of the right of withdrawal. Any assessment regarding the product’s packaging, accessories, or complementary parts shall be made by taking into account the nature of the product, the manner of use, any changes that occurred, and applicable legislation.

The fact that only the box or outer packaging has been opened is not, by itself, sufficient grounds for rejecting a return request unless different rules apply to the relevant product under applicable legislation.

11. Cases Where the Right of Withdrawal Cannot Be Exercised

Subject to the exceptions provided by applicable legislation, the right of withdrawal may not be available for the following products or services:

• Products prepared in accordance with the consumer’s request or clearly personal needs,
• Products manufactured according to the consumer’s personal measurements, design, text, image, color, pattern, or another personal preference,
• Products which, by their nature, become mixed with other products after delivery and cannot be separated,
• Products for which return is unsuitable for health or hygiene reasons once packaging, seals, or protective elements have been opened after delivery,
• Other goods or services for which applicable legislation provides an exception to the right of withdrawal.

Whether a product falls within an exception to the right of withdrawal shall be assessed according to the specific nature of the product and the way it is offered to the consumer. A product sold as a standard product does not automatically become a personalized product merely because it is not held in stock or is procured upon order.

For products subject to an exception to the right of withdrawal, this fact shall be clearly shown on the product page or during the ordering process before the consumer completes the order.

Cases in which the right of withdrawal cannot be exercised do not eliminate the consumer’s statutory rights if the product is defective, incorrect, incomplete, or damaged.

12. Return Shipping Process and International Returns

Shipping company to be used for return shipments:
[SHIPPING COMPANY]

Return shipping address:
Kapalı Çarşı, Beyazıt, Takkeciler Sk. No:48-50, 34126 Fatih/İstanbul, Türkiye

Shipping costs for returns made under the right of withdrawal shall be covered in accordance with applicable legislation and the circumstances of the specific case.

Where a defective, damaged, incorrect, or incomplete product has been sent, shipping arrangements required for a return or exchange may not be structured to the disadvantage of the consumer. The consumer’s statutory rights in such cases are reserved.

Before sending the return, contacting us through info@yazzma.com is recommended. Keeping the return shipment tracking number and providing it to us when necessary will make shipment tracking easier.

For international orders, any customs duties, customs taxes, and all other customs-related charges arising in connection with a return, withdrawal, or exchange shall be entirely the responsibility of the buyer. Yazzma cannot be held responsible for such charges.

If there is a situation in which the consumer is required to pay the return shipping cost, this will be clearly communicated before the order and during the return process. Return shipping charges may not be applied in a manner that makes it excessively difficult for the consumer to exercise the right of withdrawal.

13. Refunds

Where the right of withdrawal is exercised in accordance with applicable legislation and the return process has been initiated, the product price collected from the consumer and any delivery charges that must be refunded under applicable legislation shall be refunded within the legally required periods.

The refund shall, where possible, be made using the payment method used by the consumer at the time of purchase. No additional fee or deduction shall be charged to the consumer for the refund, except where otherwise permitted by applicable legislation.

The date on which we process the refund and the date on which the amount appears in the consumer’s account or card statement may differ. For credit cards, debit cards, or other payment methods, the time required for the refund to appear may vary depending on the bank or payment provider.

When the refund is processed, the consumer will, where possible, be informed of the refund amount and transaction date. Although we do not have direct control over processing times caused by banks or payment providers, the necessary care will be taken to initiate the refund on time.

14. Defective, Faulty, Incorrect or Incomplete Products

If the delivered product is defective, damaged, incorrect, incomplete, or otherwise not in conformity with the order, the consumer may contact us via info@yazzma.com.

Providing the following information will facilitate the review process:

• Order number,
• Product name,
• Brief description of the issue,
• Consumer’s preferred solution, if known,
• Where possible, photographs and videos of the product or package.

Photographs, videos, or other documents may be requested to assist with the review process; however, failure to provide them is not a prerequisite for exercising the consumer’s statutory rights relating to defective goods.

Where defective goods are delivered, the consumer may benefit from the alternative remedies available under applicable legislation. Depending on the nature of the specific case and the conditions provided by law, these rights may include rescission of the contract, a price reduction, free repair, or replacement with a defect-free equivalent.

The consumer’s alternative remedies relating to defective goods are assessed independently from the right of withdrawal. Where the product is defective or not in conformity with the order, the consumer’s rights are not limited solely to the 14-day withdrawal period.

If an incorrect, incomplete, or damaged product is sent, an appropriate solution will be provided in accordance with the nature of the product and the consumer’s lawful request in order to remedy the consumer’s loss.

15. Exchange Requests

Without prejudice to rights granted to consumers under applicable legislation, product exchange requests will be assessed by taking into account stock availability, the nature of the product, and the legal basis of the consumer’s request.

If the product has been sent defective, incorrect, or incomplete, the consumer may request an exchange as part of the alternative remedies provided under applicable legislation. In such a case, the exchange process may not be made subject to additional conditions that make it difficult for the consumer to exercise their statutory rights.

Where an exchange is requested within the scope of the right of withdrawal, the consumer may be required to return the product by exercising the right of withdrawal and place a separate order for the new product. In such a case, the applicable process will be clearly communicated to the consumer.

16. Return Review and Resolution of the Request

Once the returned product reaches us, the necessary checks will be carried out to match the product with the relevant order and review the return request.

During the review, it will be assessed whether the product has been returned within the scope of the right of withdrawal, whether any exception to the right of withdrawal applies, whether the product has been used beyond the ordinary inspection limits after delivery, and whether there is any damage or missing part.

If the return request is rejected or any adjustment is made to the refund amount, the consumer will be informed of the specific reason. Matters such as opened packaging, use of the product, or missing accessories will not be applied as automatic grounds for rejection on their own; the nature of the product and the specific circumstances will be taken into account.

Any review concerning a claim that the product is defective, incorrect, or incomplete may not be interpreted in a manner that eliminates the consumer’s statutory rights.

17. Consumer Applications

Consumers may first submit requests relating to orders, delivery, withdrawal, returns, defective products, or refunds by contacting (+90) 212 527 23 22 or info@yazzma.com.

Depending on the nature of the dispute and the current monetary thresholds, the consumer’s right to apply to the Consumer Arbitration Committee or Consumer Court is reserved.

The fact that the consumer has applied to a legal dispute resolution authority does not prevent Yazzma from reviewing the application or seeking a resolution with the consumer.

18. Policy Changes

Yazzma may amend this policy due to changes in legislation, changes in its product and service structure, or updates to operational processes.

If an amendment is made, the current version of the policy will be published on yazzma.com. Conditions applicable on the date of the order may not be changed retroactively to the detriment of the consumer.

The current version of this policy shall be effective as of the date on which it is published.