Cancellations, Returns & Exchanges

These Cancellations, Returns & Exchanges Terms explain the general conditions applicable to order cancellations, statutory withdrawal rights, product returns, exchanges and refunds for purchases made through the official Kayalar Jewellery website at kayalarkuyumculuk.com.

At Kayalar Jewellery, we are committed to providing transparent information and professional customer support throughout the purchasing and after-sales experience. Our policies are guided by applicable consumer protection legislation, including Türkiye's Consumer Protection Law No. 6502 and the Distance Contracts Regulation, as well as mandatory consumer rights that may apply to international transactions.

The availability of cancellation, withdrawal, return and exchange options depends on the nature of the jewellery, the status of the order, any personalisation or special production requirements, and the legislation applicable to the purchase.

International customers should be aware that consumer protection requirements, return periods and statutory exceptions may vary between jurisdictions. Nothing in these terms is intended to exclude or restrict mandatory consumer rights that cannot lawfully be waived.

1. Order Cancellation

Customers wishing to cancel an order should contact Kayalar Jewellery as soon as possible after placing it.

Where an order has not yet been dispatched or entered a product-specific preparation or personalisation process, a cancellation request may be accommodated according to the order's status and the applicable purchasing conditions.

If an order has already been dispatched, the request may need to be handled through the applicable statutory withdrawal or returns procedure rather than through an operational cancellation.

A customer's statutory right to cancel or withdraw from an eligible contract is separate from any discretionary order cancellation service. Any mandatory legal right will be respected regardless of the order's processing status.

Where a cancellation requires a refund, the relevant repayment will be made in accordance with the applicable legal requirements and payment procedures.

2. Cancellation of Personalised Orders

Certain jewellery products are prepared or manufactured according to individual customer specifications. These may include bespoke designs, personalised engravings, special inscriptions, individually requested alterations or other custom-made features.

Depending on the circumstances, cancellation of a personalised order may be restricted once production or individual preparation has begun, particularly where the product qualifies for a statutory exception to the right of withdrawal.

However, an order does not automatically lose statutory cancellation or withdrawal rights merely because it has entered preparation. Any restriction must be supported by the relevant legal requirements and the actual characteristics of the product.

Customers are encouraged to review personalisation instructions, measurements, engraving details and other individual specifications carefully before confirming their purchase.

3. Right of Withdrawal

The right of withdrawal allows eligible consumers to cancel certain distance purchase contracts within a legally defined period without providing a reason.

For eligible purchases governed by Türkiye's consumer protection legislation, consumers generally have 14 days from receipt of the goods to withdraw from the contract without providing a reason or paying a contractual penalty, subject to statutory exceptions.

Where European Union or United Kingdom distance selling rules apply, eligible consumers generally have a comparable 14-day cooling-off or cancellation period, subject to the requirements and exceptions established by the relevant legislation.

Other countries may provide different withdrawal rights, periods or procedures. The rights applicable to an international purchase depend on the relevant legal framework and the circumstances of the transaction.

Where a statutory withdrawal right exists, customers may exercise it by communicating a clear decision to withdraw within the applicable period. Under Turkish distance selling rules, this may also occur before delivery of the goods.

4. Withdrawal & Return Notifications

Customers wishing to exercise an applicable right of withdrawal should clearly communicate their decision to Kayalar Jewellery within the relevant legal period.

Providing an order number, the customer's full name, contact details and information identifying the relevant jewellery may assist with processing the request efficiently.

A withdrawal notification may be submitted by email or through another legally recognised communication method. Where applicable legislation requires an additional online withdrawal facility, that facility must also be made available.

Telephone and WhatsApp support may be used to obtain information about the cancellation or return process. For clear record-keeping, customers are encouraged to submit formal withdrawal notifications by email or another suitable durable communication method, without limiting any legally recognised alternative.

5. Returning Products

Where a valid statutory withdrawal or other legal return right applies, the jewellery must be returned in accordance with the relevant legal requirements and applicable return instructions.

Customers should package returned jewellery carefully to reduce the risk of damage during transportation. Appropriate protective packaging is particularly important for precious metals, gemstones and delicate jewellery components.

Where available, customers are encouraged to include product certificates, accompanying documentation, jewellery boxes, accessories and any promotional items forming part of the original purchase.

The absence of original packaging or documentation does not automatically remove statutory consumer rights. Any assessment must comply with the legislation applicable to the transaction.

For international returns, customers should contact Kayalar Jewellery before dispatching the goods to confirm the appropriate return address, carrier arrangements and any relevant customs requirements.

6. Return Timeframes

Return deadlines depend on the legislation applicable to the purchase and the type of return requested.

Under Türkiye's Distance Contracts Regulation, where a valid statutory withdrawal right applies, consumers are generally required to send the goods back within 14 days after communicating their withdrawal decision, unless the seller has offered to collect the goods or another applicable provision changes that requirement.

Where European Union or United Kingdom distance selling legislation applies, consumers generally have a further 14 days after notifying the seller of their withdrawal or cancellation to return the goods.

Other jurisdictions may establish different return periods or procedures.

Customers should communicate their return request within the applicable legal period. Where an alternative collection or return arrangement is agreed, the relevant instructions will be provided.

7. Return Shipping Costs

The allocation of return shipping costs depends on the applicable consumer protection legislation, the reason for the return and the information lawfully provided before purchase.

For eligible statutory withdrawals governed by Türkiye's Distance Contracts Regulation, consumers are not responsible for return shipping costs when using the designated return carrier identified in the required pre-contractual information.

Where no designated return carrier was identified, the applicable Turkish rules also protect consumers from being charged return shipping costs. If the designated carrier does not have a branch in the consumer's location, the seller's applicable collection obligations must be respected.

Where European Union or United Kingdom consumer legislation applies, consumers may be responsible for direct return shipping costs in certain change-of-mind returns, provided the relevant legal conditions and disclosure requirements are satisfied.

For defective, incorrectly described or non-conforming products, any obligation to provide a remedy without charge, including legally required transportation costs, remains unaffected.

International returns may involve additional shipping charges, customs documentation, carrier restrictions or clearance procedures. Customers should contact Kayalar Jewellery before arranging a return shipment from outside Türkiye.

Free shipping offered for domestic deliveries within Türkiye does not automatically include free international return shipping. This distinction does not override any statutory entitlement to reimbursement of return or delivery costs.

8. Refunds

Where a cancellation, withdrawal or other legally recognised return gives rise to a refund, Kayalar Jewellery will process the applicable repayment in accordance with the legislation governing the transaction.

For eligible withdrawals governed by Türkiye's distance selling rules, the applicable refund period is generally 14 days. The date from which this period begins depends on the relevant legal provisions, including the return method and whether the goods have already been delivered.

Where European Union or United Kingdom cancellation rules apply, refunds are subject to the relevant statutory deadlines and any legally permitted conditions concerning the receipt of returned goods or evidence of their return.

Refunds will be made using a method consistent with applicable law, generally through the original payment method where required, without imposing unauthorised refund charges on the customer.

Where the applicable legislation requires reimbursement of the original standard delivery charge, that amount will be included in the refund. Additional charges for an enhanced delivery service may be treated differently where legally permitted.

The time required for a completed refund to appear in the customer's account may depend on the processing arrangements of the relevant bank or payment service provider.

9. Refunds for Credit & Debit Card Payments

For purchases made using an eligible credit or debit card, refunds are generally processed through the original payment channel, subject to applicable legal requirements and payment provider procedures.

Kayalar Jewellery does not offer instalment payment plans. Card purchases made through our online store are processed as single, full-amount transactions.

Where a refund is legally due, the applicable repayment is processed as a refund transaction rather than through a store-managed instalment schedule.

The date on which an approved refund appears in the customer's card account may depend on the issuing bank, card scheme and relevant payment service provider.

For international card payments, currency conversion rates may differ between the original transaction and the refund. Any independently applied exchange rates or banking charges remain subject to the applicable financial arrangements and mandatory consumer protection requirements.

10. Refunds for Bank Transfer Payments

Where an order was paid through an available bank transfer method, including supported domestic bank transfers, EFT or FAST, any applicable refund will be arranged following the necessary transaction and account verification procedures.

Refunds may be transferred to an appropriate bank account associated with the verified purchaser, in accordance with applicable law and the payment arrangements relevant to the transaction.

For international payments, SWIFT transfers or other cross-border banking arrangements are available only where expressly supported and confirmed by Kayalar Jewellery.

International bank transfers may involve intermediary bank charges or currency conversion costs. The treatment of these amounts will be determined according to the applicable legal requirements and the relevant financial transaction conditions.

Additional information may be requested where reasonably necessary to verify account ownership and prevent unauthorised financial transactions.

11. Product Exchanges

Requests to exchange a product are reviewed according to its characteristics, availability, condition, personalisation requirements and any applicable legal rights.

Where a discretionary exchange is offered and accepted, the customer may select an alternative product subject to the applicable exchange conditions.

If the replacement product has a different selling price, an additional payment or refund of the relevant difference may be required, as appropriate to the transaction.

Discretionary exchanges are separate from statutory withdrawal rights and remedies for defective or non-conforming goods.

Nothing in the exchange procedure is intended to restrict any mandatory entitlement to repair, replacement, a price reduction or a refund under applicable consumer protection legislation.

12. Product Conditions for Discretionary Exchanges

For voluntary exchanges that are not required by law, Kayalar Jewellery may consider whether the item remains suitable for resale and whether the requested exchange can reasonably be accommodated.

Scratches, accidental damage, broken components, unauthorised alterations, engraving, resizing or other modifications may affect the assessment of a discretionary exchange request.

These conditions do not automatically apply to legally required remedies for defective or non-conforming products.

Each request is considered according to the circumstances and any mandatory consumer protection obligations.

13. Products That May Be Excluded From Withdrawal

Certain goods and transactions may fall within statutory exceptions to the right of withdrawal.

In the jewellery industry, the following categories may be relevant where the specific legal requirements are satisfied:

• Products whose prices are dependent on fluctuations in financial markets beyond the seller's control.
• Jewellery manufactured according to individual customer specifications or clearly personalised for a particular customer.
• Products requiring genuinely bespoke measurements or individual modifications that qualify as personalisation under applicable legislation.
• Jewellery featuring specially requested names, dates, inscriptions, engravings or unique design elements.
• Sealed products genuinely unsuitable for return for health protection or hygiene reasons, where the relevant legal conditions concerning the opening of protective seals are satisfied.

These exceptions do not remove mandatory rights concerning defective, incorrectly described or otherwise non-conforming goods.

14. Gold Jewellery & Financial Market Fluctuations

Gold and other precious metal prices may fluctuate in response to international commodity markets, currency movements and other financial conditions.

Under certain consumer protection frameworks, contracts concerning goods whose prices depend on financial market fluctuations beyond the seller's control may qualify for an exception to the statutory right of withdrawal.

This exception may be relevant to particular gold or precious metal jewellery transactions where the legal requirements are satisfied.

However, the mere fact that a product contains gold or that the seller periodically updates its prices does not automatically establish that the exception applies.

Each case is assessed according to the relevant pricing mechanism, contractual arrangements and applicable consumer protection legislation.

15. Rings, Sizing & Individually Altered Jewellery

Certain jewellery products may require adjustments to match individual customer requirements, including ring resizing, alterations to bracelet dimensions or changes to necklace and chain lengths.

Where a product is genuinely customised according to unique specifications, the relevant modification may be considered when determining whether a statutory personalisation exception applies.

However, selecting an ordinary ring size, standard chain length or other pre-existing product variation does not automatically mean that the item is legally classified as personalised.

Customers are encouraged to review sizing information carefully before ordering. Where an individually requested modification affects cancellation or withdrawal rights, the relevant conditions should be disclosed before purchase.

16. Engraved & Personalised Jewellery

Jewellery featuring individually requested names, initials, dates, symbols, personal messages or bespoke engraving may qualify as clearly personalised goods under applicable consumer protection legislation.

Other modifications, such as unique gemstone arrangements or individually commissioned designs, may also be relevant to the legal classification of a product as made to order.

Where the statutory conditions for an exception are satisfied, the ordinary right of withdrawal may not apply.

Any such restriction is separate from mandatory remedies available where the product is defective, incorrectly produced or does not conform to the agreed specifications.

17. Product Inspection & Diminished Value

Where a valid statutory withdrawal right applies, consumers may inspect jewellery to the extent permitted by the relevant legislation.

Reasonable inspection may include examining the appearance and characteristics of an item or trying it on in a manner comparable to what would ordinarily be permitted in a jewellery shop.

Where the applicable law permits, diminished value resulting from handling or use beyond what is necessary for reasonable inspection may be taken into account when assessing a return.

Ordinary inspection alone does not automatically invalidate the right of withdrawal. Any deduction or assessment must comply with the relevant consumer protection requirements.

18. Used, Damaged or Altered Products

Repairs, soldering, resizing, gemstone replacement, engraving, plating, polishing or other modifications carried out by the customer or an unauthorised third party may affect the condition and value of a jewellery item.

Such circumstances may be relevant when assessing discretionary exchanges, product damage or responsibility for a particular defect.

However, evidence of use or third-party intervention does not automatically remove all statutory consumer rights.

Where a product is alleged to be defective or non-conforming, the circumstances of the issue, its cause and the relevant legal requirements will be considered individually.

19. Defective or Non-Conforming Products

If a product does not correspond to the agreed description, required characteristics or applicable contractual standards, the customer may have statutory remedies under the consumer protection legislation governing the purchase.

Under Türkiye's Consumer Protection Law No. 6502, where the legal conditions are satisfied, available remedies may include:

• Withdrawal from the sales contract with the applicable refund.
• An appropriate reduction in the purchase price.
• Repair without charge, where legally available and proportionate.
• Replacement with a conforming product, where legally possible.

Where European Union, United Kingdom or other mandatory consumer protection legislation applies, additional or different rules may determine the available remedies, their order of application and relevant time limits.

The right to receive a remedy for defective or non-conforming goods is separate from the ordinary right to change one's mind about a purchase.

Customers should contact Kayalar Jewellery with their order details and a description of any suspected defect so that the matter can be reviewed appropriately.

20. Damaged Deliveries & Missing Items

When receiving an order, customers are encouraged to examine the external condition of the parcel where reasonably possible.

If the packaging appears torn, opened, crushed, punctured or otherwise damaged, notifying the delivery representative and requesting a suitable record may assist with any subsequent investigation.

Customers are also encouraged to document visible damage where practical and contact Kayalar Jewellery promptly if an item is missing, incorrect or damaged.

The absence of a courier damage report does not automatically remove mandatory consumer rights relating to damaged, missing or non-conforming goods.

For international deliveries, applicable carrier procedures and customs arrangements may require additional documentation. These requirements will be considered without overriding statutory consumer protections.

21. Product Certificates & Documentation

Certain jewellery products may be supplied with certificates, warranty documents, product information or other accompanying materials.

Where such documents were included with the original purchase, customers may be asked to return them together with the relevant jewellery when reasonably appropriate.

Missing documentation may require additional verification or assessment depending on the product and the circumstances of the return.

However, the absence of a certificate, jewellery box or another accompanying document does not automatically remove statutory consumer rights.

22. Returns of Promotional Products

Where an order includes promotional pricing, multiple-product offers, complimentary gifts, vouchers or other benefits, a full or partial return may require the relevant promotional conditions to be reviewed.

If the return affects eligibility for a promotional benefit, any lawful adjustment will be calculated according to the terms properly communicated before purchase and the consumer protection requirements applicable to the transaction.

Promotional conditions will not be applied in a manner that unlawfully reduces a statutory refund or imposes unauthorised penalties for exercising consumer rights.

23. Complimentary Gifts

Orders placed during certain promotional campaigns may include a complimentary product or gift.

Where a complimentary item forms part of the original promotional offer, its return may be relevant if the principal purchased product is subsequently returned.

Any request to return a promotional gift, or any related adjustment, will depend on the conditions of the relevant campaign and the legal rights applicable to the purchase.

Customers are encouraged to review the terms of any promotional offer before completing their order.

24. Returns & Exchanges at Our Physical Store

Kayalar Jewellery operates a physical jewellery store in Hendek, Sakarya, Türkiye.

Depending on the order and our available operational arrangements, it may be possible to discuss certain online return or exchange requests at our store.

Customers wishing to visit the store for a return or exchange should contact Kayalar Jewellery in advance to confirm whether the relevant service is available for their order.

International customers should not assume that a return must be made in person. Where a statutory right applies, suitable return arrangements must comply with the relevant legal obligations.

25. Price Differences During Exchanges

Where a discretionary product exchange is accepted and the replacement item has a different selling price, the relevant price difference may need to be paid or refunded.

Gold and jewellery prices may change due to precious metal market conditions, foreign exchange movements, craftsmanship costs and other relevant factors.

For voluntary exchanges, the current price of the replacement product may be relevant to the applicable exchange calculation.

However, where a replacement is provided as a mandatory legal remedy for defective or non-conforming goods, customers will not be charged an unlawful additional amount for exercising that right.

26. Product Availability for Exchanges

The availability of a replacement product may depend on current stock, size options, product variations and whether the relevant jewellery remains part of our collections.

If a requested replacement is unavailable, Kayalar Jewellery may offer an alternative item or another appropriate solution.

Customers are not required to accept a discretionary alternative product where doing so would conflict with their legal rights.

Where a statutory remedy is required, the available resolution will be determined according to the applicable consumer protection legislation.

27. Product Assessment & Review Process

When a return, exchange or product-related complaint is received, Kayalar Jewellery may need to examine the jewellery or review relevant information to determine the nature of the request.

The assessment may involve consideration of product specifications, the original order, reported defects, visible damage, modifications or other circumstances relevant to the claim.

Where appropriate, customers may be asked to provide photographs, product information or other supporting details that assist with the assessment.

The absence of optional supporting materials does not automatically remove statutory rights.

Any inspection or assessment process must be conducted in a manner consistent with applicable legal obligations and must not be used to unlawfully delay or prevent consumers from exercising mandatory rights.

28. Contacting Us About Cancellations, Returns & Exchanges

Customers wishing to request a cancellation, return or exchange are encouraged to contact Kayalar Jewellery with their order number, relevant contact details and information identifying the product concerned.

Where a statutory withdrawal right is exercised, a clear statement of the decision to withdraw is sufficient when permitted by the applicable law. Customers are not required to provide a reason merely to exercise an unconditional statutory withdrawal right.

For defective products or discretionary exchanges, a description of the issue or requested change may help us provide more effective assistance.

International customers are encouraged to contact us before returning jewellery to Türkiye so that appropriate shipping instructions, carrier restrictions and customs procedures can be considered.

29. Protection of Consumer Rights

Nothing in these Cancellations, Returns & Exchanges Terms is intended to remove, exclude, restrict or override mandatory consumer rights established under Türkiye's Consumer Protection Law No. 6502, applicable European Union or United Kingdom consumer protection legislation, or any other mandatory law relevant to the transaction.

Statutory withdrawal rights, remedies for defective or non-conforming products and discretionary exchange arrangements are separate legal and commercial matters and will be assessed accordingly.

For international transactions, the applicable legal requirements may depend on the customer's location, the countries involved, the nature of the goods and the circumstances in which the purchase was concluded.

Where international return shipments involve customs duties, import taxes, re-import procedures or other border-related requirements, the applicable responsibilities will be determined according to the relevant legislation and lawfully agreed sales conditions.

International shipping is subject to additional charges and is not included in the free domestic shipping service offered within Türkiye. Any mandatory reimbursement obligations arising from a valid withdrawal, cancellation or defective product claim remain unaffected by this shipping policy.