Cancellation, return and refund
Returns & withdrawal.
How consumers exercise withdrawal rights and how MONÉLIA handles damaged, defective, incorrect and non-conforming products.
Fourteen-day withdrawal
Where the statutory right applies, a consumer may notify withdrawal within 14 days from physical receipt without giving a reason. Send an unambiguous statement to store@monelia.com.tr or by post to the seller address and include the order reference, customer name, product and contact details.
Returning the product
After valid notice, dispatch the product within 14 days using the carrier and instructions supplied by MONÉLIA. Package products securely with accessories, promotional items and proof of purchase. The consumer is responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, subject to law.
Food and sealed-product exceptions
The right of withdrawal may not apply to goods that deteriorate rapidly or expire quickly, or to sealed goods that are unsuitable for return for health or hygiene reasons after opening. An exception is applied only where its legal conditions are met; merely classifying an item as food does not remove every consumer right.
Damaged, defective or incorrect goods
Report visible transit damage promptly, record the parcel condition and contact MONÉLIA with photographs and the order reference. Do not consume a product suspected to be unsafe. Statutory remedies for defective, damaged, expired, misdescribed or wrongly supplied products remain available regardless of the withdrawal exceptions.
Refund timing
For a valid withdrawal, MONÉLIA refunds all eligible payments, including the applicable delivery charge, in one transaction and through the original payment method without cost to the consumer. For delivered goods returned through the carrier named before purchase, the 14-day reimbursement period starts when the consumer hands the goods to that carrier. If the consumer chooses a different carrier, the period starts when MONÉLIA receives the goods. For goods not yet delivered, it starts when the withdrawal notice reaches MONÉLIA.
Return cost
The final pre-information and confirmation identify the return method and carrier. The consumer is not charged the return cost when using that named carrier or when no return carrier was named before purchase. MONÉLIA also bears return costs where mandatory law requires it, including for non-conforming goods. International customs or public-authority charges are handled under the mandatory rules applicable to the destination.
International and business orders
For international consumer returns, contact MONÉLIA before dispatch because customs documents may be required. Recoverability of duties paid to foreign authorities depends on local law. Business, distributor and wholesale returns are governed by the separate written commercial agreement unless mandatory law provides otherwise.
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