CONSUMER RIGHTS – WITHDRAWAL – CANCELLATION AND RETURN CONDITIONS

LUNERA HOME RETURN POLICY:

At Lunera, we care about ensuring that your shopping experience goes smoothly.

To initiate a return process for the products you have purchased, you can contact us via our WhatsApp line at +90 553 172 18 39 or via email at info@lunerahomee.com.

After the product reaches us and the necessary inspections have been completed, if the return is accepted, the price of the product will be refunded to you.

You may return your products within 14 days from the date you receive your order, provided that the following conditions are met:

Original Packaging: Returns must be made together with the product’s original box and/or packaging. Products whose original box has been damaged, has a shipping label attached to it, or has been sealed with packing tape cannot be accepted for return, as they have lost their resaleability.

Condition of Use: Products that have been used even once, have lost their economic value, or have been damaged due to the customer will not be accepted for return.

Required Documents: The original invoice and a brief note/petition stating the reason for the return must be sent together with the product to be returned.

Shipping Inspection: If the product is damaged or defective, it must be inspected at the time of delivery and a damage report must be prepared. Damaged products should not be accepted upon delivery.

NON-RETURNABLE PRODUCTS

Pursuant to the Regulation on Distance Contracts, the right of withdrawal cannot be exercised for the following products:

Custom-Made Products: Products specially manufactured or personalized in accordance with the customer’s requests (custom-sized furniture, personalized decoration products, etc.).

Hygiene-Sensitive Products: Personal and home textile products whose packaging has been opened.

Disposable Products: Products that, by their nature, cannot be returned or that become unsuitable for return for health/hygiene reasons after being opened.

RETURN PROCESS

1- Shipping: Place the product in a protective outer box in such a way that its original packaging will not be damaged and send it to us. Products sent in accordance with the usage and packaging conditions specified above will be accepted.

2- Inspection: Once the product reaches us, our returns department will inspect it to determine whether it complies with the conditions stated above.

3- Approval and Refund: Refunds for approved returns will be processed within 3 to 7 business days. For payments made by credit card, the time it takes for the amount to be reflected in your account may vary depending on the bank’s procedures.

Important Note: For returns made within the scope of the right of withdrawal, the cost of returning the product (except for defective products) shall be borne by the BUYER in accordance with the distance sales agreement and current regulations.

GENERAL RULES:

1. If you place an order electronically through the website you are using, you shall be deemed to have accepted the preliminary information form and the distance sales agreement presented to you.

2. Buyers are subject to the provisions of Law No. 6502 on Consumer Protection, the Regulation on Distance Contracts (Official Gazette: 27.11.2014/29188), and other applicable laws regarding the sale and delivery of the product they have purchased.

3. Shipping fees, which constitute the shipment costs of the product, shall be paid by the buyers.

4. Each purchased product shall be delivered to the person and/or organization at the address specified by the buyer, provided that the statutory period of 30 days is not exceeded. If the product is not delivered within this period, the Buyers may terminate the agreement.

5. The purchased product must be delivered completely, in accordance with the specifications stated in the order, and together with documents such as the warranty certificate and user manual, if any.

6. If it becomes impossible to sell the purchased product, the seller must notify the buyer of this situation in writing within 3 days from the date on which the seller becomes aware of it. The total amount must also be refunded to the Buyer within 14 days.

IF THE PRICE OF THE PURCHASED PRODUCT IS NOT PAID:

7. If the Buyer does not pay the price of the purchased product or cancels the payment in the bank records, the Seller’s obligation to deliver the product shall cease.

PURCHASES MADE THROUGH UNAUTHORIZED USE OF A CREDIT CARD:

8. If, after the product has been delivered, it is determined that the credit card used by the buyer for payment was unlawfully used by unauthorized persons and the price of the sold product is not paid to the Seller by the relevant bank or financial institution, the Buyer must return the product subject to the agreement to the SELLER within 3 days, with the transportation costs borne by the SELLER.

IF THE PRODUCT CANNOT BE DELIVERED ON TIME DUE TO UNFORESEEN CIRCUMSTANCES:

9. If force majeure circumstances that could not have been foreseen by the Seller arise and the product cannot be delivered on time, the Buyer shall be notified of the situation. The Buyer may request cancellation of the order, replacement of the product with a similar product, or postponement of delivery until the obstacle is removed.

If the Buyer cancels the order and made the payment in cash, the amount shall be refunded to the Buyer in cash within 14 days from the cancellation. If the Buyer made the payment by credit card and cancels the order, the price of the product shall likewise be refunded to the bank within 14 days from the cancellation; however, it may take the bank 2–3 weeks to transfer the amount to the Buyer’s account.

BUYER’S OBLIGATION TO INSPECT THE PRODUCT:

10. The Buyer shall inspect the goods/services subject to the agreement before accepting delivery and shall not accept from the shipping company any damaged or defective goods/services, such as those that are dented, broken, or have torn packaging.

Goods/services that have been accepted for delivery shall be deemed undamaged and intact. After delivery, the BUYER is obliged to carefully protect the goods/services. If the right of withdrawal is to be exercised, the goods/services must not be used. The invoice must also be returned together with the product.

RIGHT OF WITHDRAWAL:

11. The BUYER may exercise the right to withdraw from the agreement by rejecting the goods within 14 (fourteen) days from the date on which the purchased product is delivered to the BUYER or to the person/organization at the address specified by the BUYER, without assuming any legal or criminal liability and without giving any reason, provided that the SELLER is notified through the contact information below.

12. SELLER’S CONTACT INFORMATION FOR NOTIFICATION OF THE RIGHT OF WITHDRAWAL:

COMPANY

NAME/TITLE: Lunerahomedesign

ADDRESS: Fatih

EMAIL: info@lunerahomee.com

TEL: 0553 172 18 39

PERIOD FOR EXERCISING THE RIGHT OF WITHDRAWAL:

13. If what the Buyer has purchased is a service, this 14-day period begins on the date the agreement is signed. The right of withdrawal cannot be exercised in service agreements where performance of the service has commenced with the consumer’s consent before the expiry of the withdrawal period.

Notification regarding the right of withdrawal has been provided to the Buyer in the Distance Contracts and Cancellation Conditions, and the Buyer places the order with knowledge of the withdrawal conditions.

14. Costs arising from the exercise of the right of withdrawal shall be borne by the SELLER.

15. In order to exercise the right of withdrawal, the SELLER must be notified within the 14 (fourteen)-day period by registered mail with return receipt, fax, email, or another method notified by the SELLER, in writing or through the relevant method, and the product must not have been used within the framework of the provisions concerning “Products for Which the Right of Withdrawal Cannot Be Exercised” set forth in this agreement.

EXERCISE OF THE RIGHT OF WITHDRAWAL:

16. The invoice for the product delivered to the BUYER or to a third party must be returned. (If the invoice for the product to be returned was issued to a corporate entity, it must be sent together with a return invoice issued by that entity. Returns of orders invoiced to corporate entities cannot be completed unless a RETURN INVOICE is issued.)

17. The return form and the box and packaging of the products to be returned, together with their standard accessories, if any, must be delivered complete and undamaged.

RETURN CONDITIONS:

18. The SELLER is obliged to refund the total amount and return the documents that place the BUYER under an obligation within no later than 10 days from the date on which the withdrawal notification reaches the SELLER and to take back the goods within 20 days.

19. If the value of the goods decreases due to a reason attributable to the BUYER or if the return becomes impossible, the BUYER shall be obliged to compensate the SELLER for damages in proportion to the BUYER’s fault. However, the BUYER shall not be responsible for changes or deterioration resulting from the proper use of the goods or product during the withdrawal period.

20. If the campaign limit amount determined by the SELLER is no longer met as a result of exercising the right of withdrawal, the discount amount obtained within the scope of the campaign shall be canceled.

PRODUCTS FOR WHICH THE RIGHT OF WITHDRAWAL CANNOT BE EXERCISED:

21. Pursuant to the Regulation, returns are not possible for products prepared in accordance with the BUYER’s request or clearly in line with the BUYER’s personal needs and which are unsuitable for return; underwear bottoms, swimsuit and bikini bottoms, cosmetic products, disposable products, goods that are liable to deteriorate rapidly or are likely to expire; products which, after delivery to the BUYER, are unsuitable for return for health and hygiene reasons if their packaging has been opened by the BUYER; products which, after delivery, become mixed with other products and cannot by their nature be separated; goods relating to periodical publications such as newspapers and magazines, except those supplied under a subscription agreement; services performed instantly in an electronic environment or intangible goods delivered instantly to the consumer; and audio or video recordings, books, digital content, software programs, data recording and data storage devices, and computer consumables where their packaging has been opened by the BUYER.

Furthermore, pursuant to the Regulation, the right of withdrawal cannot be exercised for services whose performance has commenced with the consumer’s consent before the expiration of the withdrawal period.

22. In order for cosmetic and personal care products, underwear products, swimsuits, bikinis, books, copyable software and programs, DVDs, VCDs, CDs and cassettes, and stationery consumables (toner, cartridges, ribbons, etc.) to be returned, their packaging must be unopened, and the products must not have been tried, damaged, or used.

23. Pursuant to the Regulation on Distance Contracts specified below, the right of withdrawal cannot be exercised for:

  • Contracts concerning goods prepared in accordance with the consumer’s requests or personal needs.
  • Contracts concerning the delivery of goods that are liable to deteriorate rapidly or whose expiration date may pass.
  • Contracts concerning the delivery of goods whose protective elements such as packaging, tape, seals, or packages have been opened after delivery and whose return is unsuitable for health and hygiene reasons.
  • Contracts concerning goods that become mixed with other products after delivery and cannot, by their nature, be separated.
  • Contracts concerning books, digital content, and computer consumables supplied in a tangible medium where protective elements such as packaging, tape, seals, or packages have been opened after delivery of the goods.
  • Contracts concerning accommodation, transportation of goods, car rental, supply of food and beverages, and leisure activities for entertainment or recreation that must be performed on a specific date or during a specific period.
  • Contracts concerning services performed instantly in an electronic environment or intangible goods delivered instantly to the consumer.

DEFAULT AND ITS LEGAL CONSEQUENCES

24. If the BUYER defaults when making payment transactions by credit card, the BUYER accepts, declares, and undertakes that the BUYER shall pay interest within the framework of the credit card agreement between the BUYER and the card-issuing bank and shall be liable to the bank.

In such a case, the relevant bank may take legal action and may claim the resulting expenses and attorney’s fees from the BUYER. In all circumstances, if the BUYER defaults on the debt, the BUYER accepts that the BUYER shall compensate the SELLER for the losses and damages suffered by the SELLER as a result of the delayed performance of the debt.

PAYMENT AND DELIVERY

25. You may make payment by Bank Transfer or EFT (Electronic Funds Transfer) to any of our bank accounts (TRY) with the following IBAN:

TR670020500009218224600001

26. Through our website, you may use your credit cards to benefit from online single-payment or online installment options available for your credit card. For online payments, the relevant amount will be charged to your credit card at the completion of your order.