Cancellation, Return and Exchange Terms

This page explains the rules we apply to the cancellation, return and exchange of the orders you place through nuraaydinlatma.com. The text is based on the provisions of Law No. 6502 on the Protection of Consumers (Tüketicinin Korunması Hakkında Kanun) and of the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), and it is an integral part of the Preliminary Information Form (Ön Bilgilendirme Formu) and of the Distance Sales Agreement (Mesafeli Satış Sözleşmesi).

Lighting products are fragile and often bulky; the steps below are designed to protect both you and the product. No provision written here may be interpreted in a way that limits the legal rights you hold as a consumer.

In short:

• You may cancel your order free of charge before the product is handed over to the courier.
• Within 14 days of the delivery date you may exercise your right of withdrawal without giving any reason.
• The carriage cost of the return shipment belongs to us; we do not charge you a shipping fee for returns.
• Your payment is refunded using the method with which you paid, within 14 days at the latest from the date your withdrawal notice reaches us.
• Unused products that are still in their box may be exchanged for another model available in stock.
• Products damaged in transit are replaced with a new one free of charge.
• All our products are covered by a 2-year manufacturer warranty.

The prices published on the site are in Turkish Lira and include VAT. The e-archive invoice for your order is sent to the e-mail address you provided when placing the order, and this invoice record is taken as the basis in return transactions.

Cancellation before the product is handed over to the courier

Your orders are prepared and packed at our central warehouse in Sultangazi. If the product has not yet been handed over to the courier, you may cancel your order entirely free of charge. It is enough to contact us with your order number by telephone, over WhatsApp or by e-mail; you do not have to give a reason. For orders cancelled at this stage the full amount you paid is refunded and no deduction whatsoever is made.

It is also possible to cancel only some of the products in the same order; the order remains valid for the remaining products. As shipping is free to everywhere in Türkiye, no additional shipping charge arises after a partial cancellation.

After the product has been handed over to the courier

Once the shipment has been handed over to the courier company, the order can no longer technically be cancelled; from that point on the process runs as the right of withdrawal. When the product reaches you, you may exercise your right of withdrawal within 14 days without giving any reason and return the product. The details of this process are explained in sections 3 and 4 below.

You may also turn the shipment away by not accepting it from the courier at all; in that case the product returns to our warehouse and your request is treated as a withdrawal notice. Since the time it takes to come back depends on how the courier company operates, taking delivery of the product and having a return record opened usually speeds up the process.

Refund differences according to your payment method

The refund is always made in a manner consistent with the method with which you paid, and the methods differ in the way they work. If you paid by credit card or debit card, the amount is refunded to the same card; apart from a refund to the card, no cash payment or transfer to a different account can be made. If you paid by wire transfer or EFT, the refund is made to the IBAN that must belong to the order holder and that we will request from you. In instalment transactions the refund amount may be reflected by your bank over the remaining instalments.

Your card details are not stored on our site; payments are collected through the 3D Secure infrastructure of banks and payment institutions, and the refund is made through the same secure channel.

Pursuant to the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), you have the right to withdraw from the contract within 14 days from the date on which the product you purchased is delivered to you or to the person at the address you indicated, without giving any reason and without paying any penalty. This is a statutory right; the product does not have to be defective for you to exercise it.

The period starts on the day you take delivery of the product. If the products in the same order have been delivered separately, the period starts to run on the day you take delivery of the last product. You may also exercise your right of withdrawal in the period between the conclusion of the contract and the delivery.

You may give notice of withdrawal by telephone, by WhatsApp message, by e-mail or by a written application; all our contact channels are set out in section 11. It is sufficient for your notice to have been directed to us within the 14-day period; the product does not have to reach us within that period. For ease of proof, we recommend that you give notice through a written channel.

Including the following information in your notice speeds up the process:

• Order number and order date
• Your name, surname and contact details
• The product or products you wish to return
• If you paid by wire transfer or EFT, the IBAN and account holder details for the refund
• The reason for the return, if any (not mandatory, it only helps us improve our products and our service)

You must send the product back to us within 10 days from the date on which you directed the withdrawal notice to us. If no shipment is made within this period, the right of withdrawal may be deemed not to have been exercised in accordance with the required procedure.

You may take the product out of its box and examine it, and check its dimensions and appearance; your right of withdrawal is not affected by this. However, if a loss of value occurs in the product because you have used it contrary to its operation, its technical specifications and its instructions for use, you are liable for that loss pursuant to Article 13 of the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği); even in that case your right of withdrawal does not lapse, only the loss of value that has arisen may be reflected in the refund amount.

We complete the return process in six steps. We keep you informed at every step, so you do not have to follow the process on your own.

1. Contact us. Send us your return request together with your order number by telephone, over WhatsApp or by e-mail. This notice also serves as your withdrawal notice and preserves the 14-day period.
2. Let us open your return record. We create a return record on the basis of your order record and confirm the products to be returned and the return address. At this stage we send you the code needed for shipping with the contracted carrier.
3. Prepare the product. Pack the product with its original inner packaging and its box, in the condition in which it arrived. Make sure that parts such as crystal stones, glass shades, lamp holders, chains and hanging fittings, as well as the mounting fittings, the user manual and the warranty certificate if there is one, are all present in the box.
4. Send it with the contracted courier. Hand the parcel in at the nearest branch using the carrier and the return code we have given you, or create a pick-up request from your address. Keep the shipment tracking number; this is the document showing that you sent the product back.
5. Let us receive and inspect the product. When the parcel reaches our warehouse, we check the contents of the box and the condition of the product. If we see a problem during the inspection, we contact you before rejecting the return and share the situation with images.
6. Let us refund your payment. Once the return is approved, the refund is initiated with the method with which you paid and you are informed. The statutory period is 14 days at the latest from the date your withdrawal notice reaches us.

For returned products, the necessary return document is issued on the basis of your invoice record. If you requested a corporate invoice, you may need to issue a return invoice; in that case we carry out the process together with you.

If you exercise your right of withdrawal, the carriage cost of the return shipment belongs to Nura Aydınlatma; regardless of which carrier you send the product with, no return shipping cost is charged to you and no deduction is made from your refund amount.

When we open your return record, we notify you of a carrier and a return code; sending the parcel with that code speeds up the process and makes tracking easier. If you prefer to send it with a different carrier, it is enough to send us the carriage cost you paid together with its receipt; we pay that amount back to you. Just as in sales, we do not charge you a shipping fee for returns either.

The product to be returned must be packed in a way suitable for transport. As chandeliers, pendant lights and crystal products are fragile, the safest packaging is the original box and the inner padding in which the product arrived. Breakages and scratches occurring on the way because of inadequate packaging may reduce the value of the product; in that case the loss of value may be reflected in the refund amount.

The return address is our central warehouse in Sultangazi where the shipment was prepared, and we share the address details when we open your return record. Please do not send the product without notifying us in advance; matching the shipment to the order it belongs to leads to delay.

Within 14 days at the latest from the date your withdrawal notice reaches us, we refund to you all payments collected within the scope of your order. The refund is made in a manner consistent with the payment instrument you used for the purchase and without imposing any cost on you.

• Credit card and debit card payments: The amount is refunded to the same card through the banking channel from which the payment was received. Once the refund instruction has been given, the time it takes for the amount to appear in your account depends on your bank internal processes and is not within the control of Nura Aydınlatma.
• Wire transfer and EFT payments: The refund is made to the IBAN that you notify to us and that must belong to the order holder. As the transfer cannot be initiated until you share this information, we kindly ask you to send it together with your return request.

Pursuant to Article 12 of the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), unless the seller has made an offer to collect the goods itself, it may withhold the refund until the product reaches it or until you present a document showing that you have sent the product back. In practice it is enough for us that you send us your shipment tracking number.

For orders that include a campaign, a discount coupon or a gift product, the refund amount is calculated over the net amount you paid. Because the campaign condition ceases to apply, the gift product may also have to be returned; we state this clearly when the return record is opened.

If the product you bought is not what you expected for your space, you may prefer an exchange instead of a return. The exchange is a commercial convenience offered by Nura Aydınlatma independently both of cases of defective goods and of the right of withdrawal. The terms below define the limits of that convenience only; they do not narrow your right of withdrawal or its period. Even for a product that does not meet the exchange terms, you may request a return by exercising your 14-day right of withdrawal.

• The product must be unused; products that have been connected to the electrical installation and used cannot be exchanged. This condition limits only the possibility of an exchange and does not affect your right of withdrawal.
• The product must be in its original box and inner packaging, with all its parts complete.
• The exchange request must be submitted within 14 days of the delivery date.
• The exchange is made with another model available in stock. If the model you want is not in stock, we inform you of the supply time or, at your request, move on to the return process.
• If there is a price difference between the two models, the difference is refunded to you if it is in your favour and collected from you if it is against you. The price difference is calculated over the current sales prices as at the date on which your order was placed.

In an exchange, both the return shipment and the delivery of the new product to you are made with the contracted carrier; no shipping cost is charged to you for either shipment. The new product is handed over to the courier after the returned product has reached our warehouse and been checked.

Products made to measure or custom-made for a person are outside the scope of exchange, as they are produced solely in line with your own request. For orders of this kind we kindly ask you to confirm your choices of dimensions, colour and finish before production starts.

Article 15 of the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği) lists exhaustively the cases in which the right of withdrawal cannot be exercised; an exception that is not in that list cannot be created by contract. In terms of our product range the position is as follows:

• Products prepared in line with the requests or the personal needs of the consumer: chandeliers, pendant lights and wall sconces produced according to the dimensions you notify, or prepared upon your request in a special colour, a special finish, a special chain length, a special number of arms or a personalised design.
• Products whose price changes depending on fluctuations in the financial markets and which are not within the control of Nura Aydınlatma.
• Apart from these two cases, there is no other situation in which the right of withdrawal cannot be exercised for the lighting products sold by Nura Aydınlatma: the fact that the packaging has been opened, that the product has been taken out of its box and examined or tried, and that it has been installed does not remove your right of withdrawal.
• These exceptions relating to the right of withdrawal do not affect your optional rights under Article 11 of Law No. 6502 (Tüketicinin Korunması Hakkında Kanun) if the product turns out to be defective, nor your rights arising from the 2-year manufacturer warranty.

For products falling outside these two exceptions you have a right of withdrawal in every case. In products that are broken or scratched, whose parts are missing or whose box has become unusable, any loss of value arising from use contrary to the instructions for use may be reflected in the refund amount; this does not remove your right of withdrawal. In such a case we do not take the decision unilaterally; we send you images of what we have found and assess the matter together with you.

All our shipments are insured. Even so, as damage may occur during transport, a short check that you make at the moment of delivery makes the process much easier.

1. While the courier is with you, check the outside of the parcel; look at whether there is any crushing, wetting or sign of impact.
2. If there is anything suspicious, open the parcel while the courier is still there and examine the product.
3. If you detect damage, do not accept the product and ask for a damage assessment report to be drawn up together with the courier officer. Keep a copy of the report with you.
4. Notify us of the situation on the same day by telephone, WhatsApp or e-mail; if possible, send us photographs of the parcel and of the product as well.
5. We replace the damaged product with a new one free of charge and prepare the new shipment as soon as possible. No charge whatsoever is made to you for this.

If the parcel looks sound from the outside but you later notice that the product inside has been broken, contact us as soon as possible and report the situation with photographs; we replace the product within the scope of the insured shipment. If a part is missing from the contents of the box, we also send the missing part free of charge.

Defective goods and your optional rights

If the delivered product does not have the qualities agreed in the contract, turns out to differ from the description on the product page or does not provide the expected benefit, the product is defective within the meaning of Law No. 6502 on the Protection of Consumers (Tüketicinin Korunması Hakkında Kanun). In that case you may exercise whichever you wish of the following optional rights:

• Returning the item sold, withdrawing from the contract and requesting a refund of the price you paid
• Keeping the item sold and requesting a reduction in the sale price in proportion to the defect
• Requesting free repair of the product, provided that this does not require excessive expense
• Requesting, where possible, replacement of the product with a defect-free equivalent

It is enough for you to tell us which of these rights you have chosen; we are obliged to fulfil the request you choose. In requests for free repair and for replacement with a defect-free equivalent, all costs, including labour costs, the cost of replaced parts and shipping, belong to Nura Aydınlatma; these requests are fulfilled within a maximum of thirty working days from the date they reach us and in a way that does not create a significant problem for you. If your request is not met within that period, you may exercise your rights to withdraw from the contract or to a reduction in price in proportion to the defect; you may choose one of those same two rights if free repair or replacement with a defect-free equivalent entails disproportionate difficulty. Alongside your optional rights, your right to claim compensation under the general provisions for the losses you suffer because of the defect is reserved. Defects that appear within six months of the delivery date are deemed to have existed on the delivery date. Liability for defects is subject to a limitation period of two years from the date of delivery of the product.

Product images looking different because of screen calibration, and small differences of texture and tone in handcrafted materials such as crystal and glass, are not deemed to be defects. If the product does not match your taste, your right of withdrawal or the exchange option applies instead of the provisions on defects.

All the lighting products we sell are covered by a 2-year manufacturer warranty. The warranty certificate is sent in the box together with the product; we recommend that you keep the certificate and your invoice throughout the warranty period. The warranty period starts on the date the product is delivered to you.

The warranty covers faults arising from production, materials and workmanship. The following situations are outside its scope:

• Faults arising from installation contrary to the user manual or from interventions carried out by unauthorised persons
• Voltage fluctuations in the electrical installation, absence of earthing and damage arising from the mains supply
• Breakages and scratches caused by dropping, knocking, impact and similar external factors
• Damage arising from use of the product in unsuitable humidity, temperature or outdoor conditions
• Problems arising from the use of bulbs, lamp holders or dimmers that are not compatible with the product

The path to be followed when you experience a fault covered by the warranty is as follows:

1. Contact us with your order number and describe the fault.
2. If possible, share a photograph or a short video showing the fault; the greater part of problems can be identified remotely at this stage.
3. Depending on the nature of the fault, we either send you a spare part or arrange for the product to be taken to the service centre with the contracted carrier.
4. If the inspection shows that the fault is covered by the warranty, the product is repaired free of charge or replaced with a defect-free equivalent.
5. The repaired or replaced product is sent back to you with free shipping.

Spare parts such as crystal stones, glass shades and lamp holders can also be supplied after the warranty period has expired, subject to stock availability. When you tell us which part you need, we inform you about the stock and supply situation.

About installation

Products are sent together with mounting fittings and installation instructions. We recommend that the electrical connection be made by a qualified electrician for the safety of life and property; this is not an obligation. Nura Aydınlatma does not sell a separate installation service and does not undertake the installation work; we provide support by telephone on the points where you get stuck during installation. Damage arising from incorrect installation is outside the scope of the warranty.

You may contact us through the channels below for your cancellation, return, exchange and warranty requests. Our telephone and WhatsApp number are the same; sending your notices by WhatsApp or e-mail is advantageous in terms of keeping a record.

Our showroom in Sultangazi is open on weekdays between 09.00 and 19.00 and on Saturdays between 10.00 and 18.00; it is closed on Sundays. If you wish, you may also carry out your return and exchange transactions face to face at the showroom.

If you consider that your request has not been resolved, pursuant to Law No. 6502 on the Protection of Consumers (Tüketicinin Korunması Hakkında Kanun) you may apply, depending on the monetary value of the dispute, to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) or to the Consumer Court (Tüketici Mahkemesi) at the place where you reside or at the place where the transaction was carried out. The monetary limits determining which means of application applies are redetermined and announced each year by the Ministry of Trade (Ticaret Bakanlığı). You may also submit your applications to the Consumer Arbitration Committee electronically through the Consumer Information System (Tüketici Bilgi Sistemi).

These terms may be amended in line with changes in legislation and updates to our service processes. The text in force is always published on this page, and the text that was published on the date you placed your order applies to your order.