Warranty Information

At Kayalar Jewellery, we believe that customer confidence should extend beyond the moment of purchase. We are committed to providing clear information and professional assistance regarding product warranties, returns, exchanges and concerns relating to defective or non-conforming jewellery.

Our after-sales procedures are guided by applicable consumer protection legislation and the specific characteristics of the jewellery purchased. Rights concerning cancellation, withdrawal, returns and exchanges may vary depending on the product, the circumstances of the transaction and the laws applicable to the customer's country.

Gold jewellery, precious metal products, personalised pieces and items requiring individual alterations may be subject to specific legal provisions or exceptions. These are assessed according to the relevant legislation rather than applied automatically to every jewellery purchase.

Product Assurance & Your Legal Rights

Kayalar Jewellery recognises the importance of ensuring that customers receive products that conform to the relevant sales agreement and the information provided before purchase.

A product may be considered defective or non-conforming where it does not correspond to its agreed description, lacks required characteristics, does not meet applicable quality requirements or otherwise fails to comply with the relevant contract and mandatory consumer protection legislation.

Where a product is legally considered defective or non-conforming, customers may be entitled to remedies under the consumer protection laws applicable to their purchase.

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

• Returning the product and requesting cancellation of the sales contract with the applicable refund.
• Keeping the product and requesting an appropriate reduction in the purchase price.
• Requesting repair without additional charge, where legally applicable and proportionate.
• Requesting replacement with a conforming product, where legally available and possible.

Under Turkish consumer law, the general limitation period for claims relating to defective goods is two years from delivery, unless a longer period is established by law or agreement or a statutory exception applies.

Customers purchasing from other countries may benefit from additional or different mandatory legal protections, including rights concerning product conformity, remedies and limitation periods. These rights will be considered where the relevant legislation applies to the transaction.

Nothing in this policy is intended to remove, reduce or restrict statutory consumer rights that cannot lawfully be excluded.

Commercial Warranties & After-Sales Support

Statutory consumer rights are separate from any additional commercial warranty that may be expressly offered for a particular product.

Where a product is supplied with a specific commercial warranty, the applicable warranty period, coverage, conditions and any relevant limitations will be determined by the warranty information provided with that product.

The absence of an additional commercial warranty does not affect the legal remedies available to customers for defective or non-conforming products under applicable legislation.

If you experience an issue with a piece of jewellery purchased from Kayalar Jewellery, please contact our customer service team with your order details and a description of the concern. We will review the information provided and advise you of the appropriate next steps.

Inspecting Your Order Upon Delivery

We recommend examining the external condition of your parcel upon delivery, where reasonably possible, particularly when receiving valuable jewellery or international shipments.

• Check the packaging for visible signs of tearing, crushing, opening, punctures, moisture or other unusual damage.
• If the parcel appears damaged or tampered with, notify the courier or delivery representative where practical.
• Where available, request a delivery damage report or another appropriate record of the parcel's condition.
• If possible, take photographs of the packaging and any visible damage to assist with a subsequent investigation.
• Keep relevant shipping and delivery documentation until you have inspected the contents of your order.
• If you discover damage, missing items or an incorrect product after delivery, contact Kayalar Jewellery as soon as reasonably possible.

Right of Withdrawal

For eligible distance sales governed by Türkiye's consumer protection legislation, consumers generally have the right to withdraw from the contract within 14 days of receiving the goods, without providing a reason or paying a contractual penalty, subject to the exceptions established by law.

Where the right of withdrawal applies, customers must communicate their decision to withdraw within the applicable legal period using a written notification or another legally recognised durable communication method.

A withdrawal request may be communicated to Kayalar Jewellery through our official contact information, including the email address provided below.

International customers may have equivalent or additional withdrawal rights under consumer protection legislation applicable to their purchases. For example, eligible distance purchases covered by European Union consumer protection rules generally benefit from a 14-day withdrawal period, subject to the relevant statutory exceptions.

The applicable withdrawal period, notification requirements and available remedies depend on the legislation governing the transaction and any mandatory consumer rights that apply.

Exceptions to the Right of Withdrawal for Jewellery

Although the right of withdrawal applies to many distance purchases, certain products may fall within legally recognised exceptions. Such exceptions are particularly relevant to some categories of precious metal and personalised jewellery.

Depending on the applicable legislation and the circumstances of the purchase, the following situations may be relevant:

• Products Subject to Financial Market Fluctuations: Where the price of a product is dependent on fluctuations in financial markets beyond the seller's control, and the relevant statutory conditions are satisfied, the right of withdrawal may not apply. This exception may be relevant to certain gold and precious metal jewellery transactions.
• Personalised & Made-to-Order Jewellery: Products manufactured according to an individual customer's specifications or clearly personalised for that customer may fall within a statutory exception. Examples may include specially engraved jewellery, individual designs or items produced according to unique customer instructions.
• Jewellery Alterations & Customisation: Engraving, special gemstone arrangements, individually requested measurements or other modifications may be relevant when assessing whether a product qualifies as personalised. However, an ordinary size selection or alteration does not automatically remove the right of withdrawal in every jurisdiction.
• Sealed Products Subject to Hygiene Requirements: Where applicable law provides an exception for sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons, opening the relevant protective seal after delivery may affect withdrawal rights. This exception applies only where its specific legal requirements are satisfied.

Any applicable exception to the right of withdrawal does not, by itself, exclude the customer's statutory rights concerning defective, incorrectly described or otherwise non-conforming goods.

Returns Procedure

Where a customer has a valid right of withdrawal or another legal entitlement to return a product, the return must be arranged in accordance with the applicable legal requirements and relevant sales conditions.

Under Türkiye's distance selling rules, where the statutory right of withdrawal applies, consumers are generally required to return the goods within 14 days after communicating their decision to withdraw, unless the seller has offered to collect them or another applicable provision changes that requirement.

Before sending jewellery back to Kayalar Jewellery, we recommend contacting our customer service team to obtain the relevant return instructions and information about suitable shipping arrangements.

For secure transportation and efficient processing, customers are encouraged to include the following items where available and relevant:

• The jewellery item being returned.
• The original jewellery box and any protective packaging, where available.
• Certificates, product documentation or authenticity information supplied with the item, where applicable.
• Any accompanying promotional or complementary items relevant to the original purchase.
• The invoice, order confirmation or other information that helps identify the transaction.

Returned jewellery should be packaged carefully to reduce the risk of damage during transportation. Appropriate protective packaging is particularly important for delicate items, gemstones and precious metal products.

The absence of original packaging or accompanying documents does not automatically eliminate a consumer's statutory rights. Any assessment of the returned product must comply with the legal requirements applicable to the transaction.

International Returns & Customs Procedures

International returns may involve additional procedures due to the value, materials and characteristics of jewellery products.

Depending on the country of dispatch, carrier restrictions and customs requirements, returning jewellery to Türkiye may require specific shipping arrangements, customs documentation or additional information concerning the original purchase.

Customers wishing to return a product from outside Türkiye should contact Kayalar Jewellery before arranging shipment so that the available return procedures and any relevant transport restrictions can be clarified.

Return shipments should be accurately declared in accordance with applicable customs requirements. Relevant documents may be necessary to identify the goods as returned merchandise and to support any applicable customs relief or re-import procedures.

The availability of customs relief, the treatment of import charges and the handling of any associated fees depend on the laws and procedures of the countries concerned. A return shipment does not automatically qualify for exemption from customs duties, taxes or clearance charges.

For high-value jewellery, appropriate carrier acceptance conditions, tracking arrangements and any available insurance coverage should also be considered before dispatch.

The return method and allocation of relevant costs must comply with the applicable consumer protection legislation and the terms lawfully disclosed to the customer before purchase.

Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return, the applicable consumer protection legislation and the conditions lawfully communicated before purchase.

For eligible withdrawals governed by Türkiye's Distance Contracts Regulation, consumers cannot be charged return shipping costs when the product is returned through the carrier designated in the required pre-contractual information. Where no return carrier was designated, the applicable regulation also protects consumers from being charged such return costs.

If the designated return carrier does not have a branch in the consumer's location, the return arrangement must comply with the seller's applicable legal obligations concerning collection without additional charges.

For international transactions governed by other consumer protection frameworks, the allocation of return shipping costs may differ. For example, certain European Union withdrawal rules permit the consumer to bear direct return costs where the required pre-contractual information was properly provided, unless the seller has agreed to cover those costs.

Where a product is defective or non-conforming, any applicable rights to reimbursement of necessary return, repair or replacement costs will be respected in accordance with the relevant legislation.

Customers should review the return instructions applicable to their order before shipping jewellery to avoid unnecessary costs or transportation complications.

Refunds & Payment Reversals

Where a refund is legally due, Kayalar Jewellery will process the applicable repayment in accordance with the relevant consumer protection legislation and the circumstances of the transaction.

For eligible withdrawals governed by Türkiye's distance selling rules, the applicable refund period is generally 14 days, with the starting point determined by the relevant legal provisions, including the date the goods are handed to the designated return carrier where that rule applies.

Other jurisdictions may apply different refund deadlines or permit repayment to be withheld until the goods have been received or evidence of return has been provided, where legally allowed.

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

For card payments, the time required for an approved refund to appear in the customer's account may depend on the relevant card issuer, bank or payment service provider.

For international purchases, the final amount shown in a customer's account may be affected by exchange-rate movements or independently applied bank charges. Any such circumstances remain subject to applicable refund and consumer protection requirements.

Where withdrawal rights require reimbursement of the original standard delivery charge, that amount will be included in the refund as required by the applicable legislation. Any legally permitted exceptions will be assessed according to the relevant circumstances.

Exchange Requests

Requests to exchange jewellery are reviewed according to the product's characteristics, availability, sizing requirements, personalisation, condition and any legal rights applicable to the purchase.

Where a product is defective or non-conforming, customers retain any statutory entitlement to replacement or other remedies available under the relevant consumer protection legislation.

For products that are not defective and do not qualify for a statutory right of withdrawal, an exchange may be considered according to the circumstances of the purchase and any exchange arrangements expressly offered by Kayalar Jewellery.

Some jewellery items, particularly individually personalised pieces or products requiring special production, may not be suitable for a discretionary exchange. Any such restrictions will be considered without limiting mandatory consumer rights.

International exchanges may also require additional shipping arrangements, customs documentation and confirmation of any relevant charges before the exchange is processed.

Product Alterations, Damage & Unauthorised Repairs

Jewellery may require particular care due to the characteristics of precious metals, gemstones and delicate design elements.

Damage or changes resulting from accidents, improper handling, inappropriate storage, external impact or alterations carried out by unauthorised third parties may require an individual assessment.

Examples of third-party alterations may include resizing, soldering, cutting, gemstone replacement, adding or removing components, or other modifications performed without prior agreement from Kayalar Jewellery.

Where such work has directly caused the reported damage, that circumstance may be relevant when determining whether a particular issue falls within a commercial warranty or constitutes a defect attributable to the original product.

However, third-party intervention or ordinary use does not automatically exclude all statutory rights. Any assessment will consider the cause of the problem, the product's condition and the legal requirements applicable to the transaction.

Contact Information

If you have questions concerning product warranties, withdrawal rights, returns, exchanges, defective jewellery or international return procedures, please contact Kayalar Jewellery through the official communication channels below.

Our Commitment to Customer Confidence

At Kayalar Jewellery, we are committed to providing professional and accessible customer service throughout the purchasing experience, including after an order has been delivered.

With a heritage dating back to 1996, we continue to value trust, transparency and customer satisfaction as essential foundations of our business.

Our objective is to address warranty enquiries, return requests, exchange questions and product concerns responsibly, taking into account the characteristics of each purchase and the consumer protection requirements that apply.

Nothing in this policy shall be interpreted as excluding, limiting or overriding mandatory consumer rights established under Türkiye's Consumer Protection Law No. 6502 or any other consumer protection legislation applicable to the relevant transaction.