Cancellation and Refund Terms

ZELOME

CANCELLATION AND REFUND CONDITIONS – RIGHT OF WITHDRAWAL

By placing an order electronically through the website you are using, you are deemed to have accepted the distance sales contract presented to you. Buyers are subject to the provisions of Law No. 6502 on Consumer Protection (“Law”) and the Regulation on Distance Contracts (Official Gazette: 27.11.2014/29188) (“Regulation”) and other applicable laws regarding the sale and delivery of the product they purchase.

According to Law No. 6502 on Consumer Protection, there is no right of withdrawal for food products, beverages, or other daily consumer goods. However, as per our quality policy, we process cancellations only if your product has not yet been shipped.

The return conditions are as follows.

I want to return my product. Which products can I return?

You can return products whose taste/quality you do not like. You can also return products whose packaging was damaged during shipping or whose expiration date has passed. In exchange for the product you wish to return, we will either give you a refund for the product price or send you a new product.

I want to request a return for my product. What should I do?

Please send an email to info@luk.com.tr before shipping the product, stating your reason for return and information about the product you wish to return. If the product is broken/damaged, please include a photo of the product in your email. If the product is broken during delivery due to shipping damage, you can have the shipping agent prepare a damage report before proceeding with your return.

Products must be returned in their original box/packaging and with the invoice. Fragile items should be wrapped in bubble wrap for safe returns. Promotional or campaign products given as gifts must also be returned in their original packaging.

For your return to be accepted, the product you purchased must be in the same condition as when it was delivered to you (complete, unopened, and undamaged). The right of withdrawal cannot be exercised for products whose packaging and/or container or bottle has been opened, whose product or packaging is damaged, whose expiration date has passed, products that have spoiled due to improper storage, or in cases where the withdrawal period has expired or in other circumstances arising from relevant legislation.

If the returned products meet the return conditions, the refund will be processed within the timeframe stipulated by law. Please note that the refund process may be delayed due to issues with the bank/payment institution, and this should not be interpreted as a violation of the return procedure.

RIGHT OF WITHDRAWAL

According to Law No. 6502 on Consumer Protection ("the Law"), buyers have the right to withdraw from purchases within 14 days of the delivery date, without giving any reason and "without paying shipping costs," and return the products.

Consumer's Right to Withdraw from Installment Sales Contracts;

The provisions regarding installment sales contracts are regulated in Article 17 of the Law, while the right of withdrawal is regulated in Article 18. The Regulation on Installment Sales Contracts ("Regulation") was published in the Official Gazette dated January 14, 2015.

Consumer's Right of Withdrawal in Distance Contracts:

The provisions regarding distance contracts are explained in Article 48 of the Law. Distance contracts, like contracts concluded outside of a business premises, also carry certain risks for the consumer. While the defining characteristic of contracts concluded outside of a business premises is the physical meeting of the parties outside of usual contract-making locations such as stores, the defining characteristic of distance contracts is that the parties never meet. The consumer, concluding the contract from their home via telephone, internet, or mail, does not even see the face of the seller or provider. Indeed, the problem in such contracts is generally that the sales contract is concluded without much thought, without sufficient information about the details of the contract and the obligation, without comparing it with the contract terms for similar goods or services offered in the market, and without ever seeing the goods. Therefore, in these cases, in order to remedy the lack of information, it seems appropriate to inform the consumer about the contract and the obligation and to grant them a right of withdrawal, in accordance with the European Parliament and Council Directive 2011/83/EU of 25/10/2011 on Consumer Rights.

The Regulation on Distance Contracts was published in the Official Gazette dated November 27, 2015. According to this regulation, the exercise of the consumer's right of withdrawal and the obligations of the parties are determined as follows.

Exercise of the right of withdrawal

The BUYER has the right to withdraw from the contract within 14 days of receiving the Product without giving any reason or paying any penalty. The BUYER may also exercise this right of withdrawal during the period between the conclusion of the contract and the delivery of the Product.

In determining the withdrawal period;

a) In the case of products that are part of a single order but delivered separately, on the day the BUYER or a third party designated by the BUYER receives the last item,

b) In the case of products consisting of multiple parts, the day the BUYER or a third party designated by the BUYER receives the last part,

c) In contracts involving regular product deliveries over a specified period, the date on which the BUYER or a third party designated by the BUYER receives the first goods shall be considered the date of delivery.

When exercising the right of withdrawal;

a) The BUYER may use the form included in the APPENDIX.

b) They may make a clear statement indicating their decision to withdraw,

The right of withdrawal may be exercised by sending a statement to the SELLER via the email address or phone number specified in the first clause of this Agreement, or through the SELLER's website. If the purchase was made through ETAHS*, the exercise of the right of withdrawal may also be communicated to ETAHS using the contact information provided at the beginning of this document.

(*According to the legislation, an E-Commerce Intermediary Service Provider ("ETAHS") is defined as "an intermediary service provider that enables the conclusion of contracts or the placing of orders for the procurement of goods or services of electronic commerce service providers in the e-commerce marketplace.")

If the right of withdrawal is exercised, the SELLER,

Within 14 days of receiving notification that the BUYER has exercised their right of withdrawal, the SELLER will refund all payments received, including any delivery costs, to the BUYER using the same payment method used to purchase the Product, without incurring any costs or obligations for the BUYER. The BUYER acknowledges, accepts, and undertakes that the refund process may be delayed due to issues with the bank/payment institution, and that such a delay shall not be interpreted as the SELLER acting contrary to the refund procedure.

If the BUYER chooses the cash-on-delivery method, any additional fees charged for the paper payment method will not be refunded in case of exercising the right of withdrawal. If the right of withdrawal is exercised and the Product is returned via the carrier specified by the SELLER, the SELLER will not charge the BUYER an additional shipping fee. For return requests other than those resulting from the exercise of the right of withdrawal, the BUYER acknowledges and accepts that additional shipping fees may apply if the return request is accepted.

Information on the carrier the SELLER uses for returns: Yurtiçi Kargo A.Ş.

If the right of withdrawal is exercised, the BUYER,

The buyer must return the Product and the invoice sent to them to the SELLER or its authorized representative within ten days from the date of notification of their intention to exercise their right of withdrawal .

The BUYER cannot exercise the right of withdrawal in the following contracts:

a) Contracts for goods or services whose price is subject to fluctuations in financial markets and is beyond the control of the SELLER.

(b) Contracts relating to goods prepared according to the buyer's requests or personal needs.

c) Contracts for the delivery of perishable goods or goods that may expire .

c) Contracts relating to goods that are unsuitable for return for health or hygiene reasons and whose protective elements such as packaging, tape, seal, or wrapping have been opened after delivery .

d) Contracts relating to products that, after delivery, are mixed with other products and are by their nature impossible to separate.

e) Contracts relating to digital content and computer consumables presented in a physical medium, if the packaging has been opened after delivery of the products.

f) Contracts for the delivery of periodicals such as newspapers and magazines, other than those provided under a subscription agreement.

g) Contracts relating to accommodation, goods transport, car rental, food and beverage supply, and leisure activities, to be performed on a specific date or during a specific period.

(g) Contracts relating to services performed instantly in electronic form and intangible goods delivered instantly to the BUYER.

h) Delivery of daily consumer goods such as food and beverages to the consumer's home or workplace within the framework of the SELLER's regular deliveries.

i) Contracts relating to services that have begun to be performed with the consumer's consent before the expiration of the withdrawal period.

The BUYER acknowledges and accepts that the right of withdrawal cannot be exercised for perishable products such as soups, products that may expire quickly, products requiring cold chain storage, and products whose protective elements such as packaging, tape, seal, or wrapping have been opened after delivery and whose return is not suitable for health or hygiene reasons.

Contact Information for Cancellation Notification:

You can submit your cancellation notice via the “My Return Requests” section under “My Account” on the website, or by using the contact methods below.

• Address Headquarters: Kordonboyu Mah. Ankara Cad. İST MARİNA B Blok No 147 B Daire:354 Kartal-İstanbul Kartal VD 609 105 2228

Branch: Barış SB. Mahallesi 5002 SK, Yüksek Teknoloji Binası Blok No:3 41400 Gebze Kocaeli

• Contact Information : 0537 772 8070

• Email Address info@luk.com.tr

ADDITIONAL

FORM FOR EXERCISING THE RIGHT OF WITHDRAWAL

(This form should only be completed and submitted if you wish to exercise your right to withdraw from the contract.)

To who: 

“By submitting this form to you, I declare that I am exercising my right to withdraw from the contract regarding the sale of the products detailed below.”