Return or Exchange

Return and Refund Policy

How can I cancel my order?

To cancel your order that has not yet been shipped, please click on "Your Username" at the top right of our website and then inform us using the "Order Problem Notification / Tracking" section on the page.

Our Customer Service Department will carry out the necessary cancellation process and refund, if any, as soon as possible.

The product in my order is damaged. What should I do?

For products that you purchase from our website and that are damaged within 14 days of receiving them, you can get support from our Whatsapp line at 05325130884.

Our Customer Service Department will provide you with the support you need as soon as possible.

You can return the products that are determined to be defective, with payment to the cargo company.

This process can take 1 to 7 business days.

In such cases, the invoice for the defective product must be sent back complete with all additional equipment and in its original packaging.

All products we sell are under the warranty of the importer or manufacturer, and repairs are provided in case of malfunctions exceeding 14 days from the date of receipt.

What are the return conditions?

Below you can find the items that must be complete in the products you send for return. If any of these are missing, the product return will not be accepted.

1 - A detailed explanation note stating your reason for return.

2 - If you return all the products included in the invoice, you must fill out the information in the return section below on both copies of the original invoice, sign it, and send it back to us with the product.

or

If you only return a portion of the products on the invoice, you must fill in the information in the return section at the bottom of the second copy of the original invoice, sign it, and send it back to us with the product, keeping the white 1st original.

Otherwise, your refund will not be completed.

3 - If the product/products you want to return have been invoiced to your company, you must send them back with the RETURN INVOICE issued by your company. The RETURN INVOICE must be made out exactly like the invoice you received. Order returns with invoices issued to institutions will not be processed unless a RETURN INVOICE is made out.

4 - Returns must be made in their original packaging and with all documents and accessories that came with the product, complete and undamaged. Returns of products whose original packaging is damaged, has lost its resalability feature, and cannot be purchased by another customer are not accepted. In this case, we kindly ask you not to put a cargo label on the original box or not to tape it with packing tape. Otherwise, the return will not be processed.

Who pays for return shipping?

You can return the product you purchased from Safnaturel.com within 7 days from the date of delivery, without damaging it, using it and without compromising the resalability of the product, with a note stating the reason for return.

I want to return the product(s) in my order. What should I do?

You can return the product you purchased from Safnaturel.com without damaging, using or impairing the resalability of the product, within 14 (fourteen) days from the date of delivery, by attaching a note stating the reason for return and by filling in and signing the information in the return section at the bottom of the original invoice issued by Safnaturel.com (in accordance with the Tax Procedure Law No. 385, the return section at the bottom must be filled in and signed). If you return all of the products on the invoice, both copies of the original invoice must be sent, and if you return some of them, only the second copy of the original invoice must be sent. A RETURN INVOICE must be issued by the institution for products purchased by the institution. It is very important that you read the procedures below carefully for details.

When the products sent to our technical service are found to be in compliance with all return conditions, the return process will be initiated and the refund of the product amounts will be processed within 3 business days at the latest. The time it takes for the return to reflect on your account is at the discretion of your bank. Refunds that need to be made based on your purchases from our site will be made to your credit card if you made your purchase with a credit card, or to your wallet on our site if you made your purchase with a Money Order/EFT.

Refunds made to your wallet are transferred to your bank upon your request. Refunds made to credit cards are reflected in your account within 1-3 weeks at the latest, and payments made by money order/EFT are reflected in your account within 1 week at the latest.

Since some products cannot be returned unless they are deemed unsuitable due to certain conditions, we expect our customers to be sensitive about this issue.

Except for products that are faulty or defective upon delivery, products that cannot be returned due to their nature, products that are sensitive in terms of hygiene due to direct contact with the body during use (in-ear or over-ear headphones, etc.), products that can be copied (DVD, VCD and CD, etc.), single-use products, toys and similar categories that are damaged due to reasons caused by you (dropping, bumping, etc.) such as user error, if the original packaging is opened, cannot be returned.

In order to initiate the return process, please click on your "User Name" at the top right of our website and then inform us using the "Order Problem Notification / Tracking" section on the page.

Our Customer Service Department will provide you with the support you need as soon as possible and initiate the return process.

Even if you do not refund the product price, is it possible to apply it to my new purchases?

Since the payments you make for your purchases on our site are associated with the order number of the purchase you made the payment for, you cannot use the payment you have previously made for a returned product for a different product.

The refund of the payment you made for the returned product will be given to your bank account, credit card or gift certificate.

What is a gift certificate? What is it used for?

The money we have to pay due to system calculation differences depending on the payment method, changes in the product/cargo quantity after your shopping is completed, overpayments, refunds due to product returns or other reasons are defined as gift vouchers.

What products cannot be returned/exchanged?

Products that cannot be returned due to their nature can be listed as follows.

Products that are sensitive in terms of hygiene due to direct contact with the body during use, single-use products, copyable software and programs, products that deteriorate quickly or have expired, all kinds of software and programs, DVDs, VCDs, CDs and cassettes, computer and stationery consumables (toner, cartridges, ribbons, etc.).

In addition, the right of withdrawal for any kind of cosmetic product or portable computer with an original operating system installed by the purchaser is subject to the condition that the packaging of the product is unopened, undamaged and the product is unused.

In addition, it is not possible to return products that have gained personalized features through modifications, changes or additions in line with the purchaser's requests prior to ordering.

What are my withdrawal rights?

Right of Withdrawal and Return Process Information

What is the Right of Withdrawal?

Pursuant to the Consumer Protection Law No. 6502, which entered into force on 28.05.2014 (“Law”), buyers have the right to exercise their right of withdrawal within 14 days from the date of receiving the product, without giving a reason, and to return the products “without paying shipping costs”.

How to Use the Right of Withdrawal?

The buyer must notify the seller that he/she wants to return the product within 14 days from the date of delivery. The seller is obliged to take the product back and pay the product price and return shipping fee without charging any cost to the buyer, within 10 (ten) days at the latest after receiving the buyer's request.

When returning the product, the original invoice presented to the Buyer at the time of delivery must also be returned. If the invoice has a return description section, this section must also be filled in and the invoice must be signed by the Buyer and returned with the product.

What are the products for which the right of withdrawal does not apply?

• Products that are produced specifically for the buyer, or that are made personalized by adding or modifying them,
• Products that are not suitable for return due to their nature
  Note: The condition for returning products with sensitive hygiene conditions such as underwear, swimsuits and cosmetics is that the product is unopened and untested.
• Images or audio recordings (DVD, CD and Cassette etc.) that have been opened after delivery, printed products such as books, magazines etc., software programs and computer consumables.
• Products that are at risk of rapid deterioration or expiration
• Products whose prices are determined on the stock exchange or other organized markets. For example, products in the Bullion, Gold and Silver category, etc.

How to use the right of withdrawal and return process for electronic products?

• In order for electronic products to be returned within the scope of the "Right of Withdrawal", the original box of the product purchased by the buyer must be undamaged, the invoice and all complementary accessories must be returned together with the product. If not sent, the return request will be rejected.
• For products that are installed by the service, returns will not be accepted if the box is opened or the installation is done outside of the service.
• If a SIM card is inserted into a mobile phone and a network connection is established via Wi-Fi, the device will become a second-hand product. According to the legislation, within the scope of the right of withdrawal, "the saleable feature of the product should not be lost". For this reason, products with a SIM card inserted or a Wi-Fi connection cannot be returned within the scope of the right of withdrawal. In case of a defective product, the store should be contacted. The store may request a technical service report.
• For return requests between 14 days and 6 months, excluding the right of withdrawal, the product must be sent to the technical service and a return decision must be made by the service.

Who is responsible for the return shipping costs during the right of withdrawal process?

For arbitrary product returns, the shipping fee belongs to the buyer. In case of a problem with the product, the shipping fee is covered by the seller.

How, where and when is the refund made?

Refunds for purchases you make on our website will be made to your credit card if you made your purchase with your credit card, or to your bank account if you made your purchase with Money Order/EFT.

The time it takes for the refund to be reflected in your account is at the discretion of your bank. Refunds made to credit cards are reflected in your account within 1-3 weeks at the latest, and payments made by Money Order/EFT are reflected in your account within 1 week at the latest.

I Want The Refund To Be Made To My Account!

If you want the refund to be made to the account you used for the transfer/EFT on our website, we kindly ask you to provide us with your IBAN number or the Bank Account Information below by clicking on "Your Username" on the top right of our website and then using the "Order Problem Notification/Follow-up" section on the page. If you made your purchase with a Credit Card, you do not need to send this information. It will be sufficient to specify that your refund be made to the credit card you used for payment.

• Bank Name

• Branch Province

• Branch Name

• Branch Code

• Account Owner

• Account Number