Refund policy

Refund & Return Policy

This policy has been prepared in accordance with the Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation, as amended effective 1 January 2026.

1. Right of Withdrawal (14 Days)

You may withdraw from the contract within 14 days from the day the product is delivered to you or to a third party you designate, without giving any reason and without paying any penalty. You may also exercise this right at any time between the conclusion of the contract and delivery.

Start of the period:

  • Products in one order delivered separately: the day you receive the last product.
  • Products consisting of multiple parts: the day you receive the last part.

2. How to Submit a Withdrawal Notice

It is sufficient that your notice reaches us in writing or via a durable medium before the 14-day period expires. You do not have to state a reason.

  • E-mail: satis@cemira.com.tr
  • Phone: 0532 437 24 46 (you may also notify us by phone; we recommend sending an e-mail as well so the notice is on record.)

We confirm receipt of your notice immediately and provide the return address and an Aras Kargo return code in the same reply.

3. Return Shipping Cost — Borne by Us

Our return carrier is Aras Kargo. Returns are collected via Aras Kargo.

  • After your withdrawal notice we send you an Aras Kargo return code. When you hand the product to an Aras Kargo branch using this code, you pay nothing for return shipping; the cost is ours.
  • If there is no Aras Kargo branch where you are located, we arrange collection of the product from your address at no additional cost to you. Simply let us know.
  • If you choose a carrier other than Aras Kargo, that shipment is at your own cost and the refund period below starts on the date the product reaches us.

4. When to Send the Product Back

You must return the product within 14 days from the date you send the withdrawal notice.

You are not liable for any change or deterioration that occurs if you use the product in accordance with its operation, technical specifications and instructions for use during the withdrawal period.

Including the invoice, any accessories and the packaging speeds up the process.

5. Refunds — What We Refund and When

When you exercise your right of withdrawal, we refund all payments collected, including the delivery (outbound shipping) cost you paid, in addition to the product price.

  • Deadline: no later than 14 days from the date the product is handed over to Aras Kargo. (If a carrier other than Aras Kargo is used, the period starts on the date the product reaches us.)
  • The refund is made in a single payment, in a manner appropriate to the payment instrument you used, at no cost or obligation to you.
  • For card payments, the time it takes for the amount to appear on your statement depends on your bank and is outside our control.
  • If you return the entire order, the delivery cost is also refunded. If you return only part of the order, the price of the returned items is refunded.

6. Products Not Eligible for Withdrawal

Under Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for:

  • Products personalised at your request: items printed with an image or text you supplied, items with a name/date or other personal detail added, or items produced to a custom size or custom colour combination.
  • Products whose protective packaging, tape, seal or wrapping has been opened after delivery and which are not suitable for return for health and hygiene reasons.
  • Perishable products or products likely to expire.
  • Products that become mixed with other goods after delivery and cannot be separated by their nature.

Printed products you select from our existing catalogue designs are NOT covered by these exceptions. Your right of withdrawal applies in full to those products.

7. Defective Products, Damaged Delivery, Wrong Item

These situations are separate from the right of withdrawal. Under Articles 8 et seq. of Law No. 6502 you may choose among free repair, replacement with a conforming product, a price reduction, or rescission of the contract.

  • All outbound and return shipping costs are borne by us.
  • We are liable for any loss or damage occurring up to the delivery of the product to you.
  • If the parcel arrives damaged, having the courier issue a damage report and notifying us with photographs the same day speeds up the process.
  • The product is replaced free of charge or the price is refunded.

8. Dispute Resolution

You may submit disputes to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) at your place of residence. For disputes exceeding the Committee's monetary jurisdiction, you may apply to the Consumer Court, subject to first applying to a mediator before filing suit, pursuant to Article 73/A of Law No. 6502.

9. Seller Information

Cemira – Merih Tığlı

For our registered address, tax details and KEP address, see our Contact Information page.

Return address: provided in our reply to your withdrawal notice.

Phone: 0532 437 24 46

E-mail: satis@cemira.com.tr

Our return carrier: Aras Kargo