Delivery and Shipping Terms

This page explains how the orders you place through nuraaydinlatma.com are prepared, handed over to the courier and delivered to you. The text has been drawn up within the framework of 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).

Confirmation of the order

Your order is taken into processing once payment has been completed. For payments made by credit card and debit card, the transaction takes place over the 3D Secure infrastructure of the banks and payment institutions; your card details are not stored by Nura Aydınlatma. If you prefer to pay by bank transfer or EFT, the order is taken into preparation as soon as the amount is seen to have reached our account.

When your payment is confirmed, an information e-mail containing the summary of your order is sent to you. The e-archive invoice for your order is also sent to the e-mail address you provided when placing the order. All prices published on the site are in Turkish Lira and include VAT.

Preparation and handover to the courier

Your shipments are prepared at our central warehouse in Sultangazi. The product is taken from the warehouse, checked for scratches and breakage, the warranty certificate together with the mounting hardware and instructions are added to the parcel, and it is then packed in packaging suited to the structure of the product and handed over to the contracted courier company.

1. The order is placed and the payment is completed.
2. The order confirmation is sent by e-mail.
3. The product is prepared, checked and packed at the Sultangazi central warehouse.
4. The shipment is handed over to the contracted courier company.
5. The courier tracking number is shared by e-mail.
6. The product is delivered to the address you specified.

When the shipment is handed over to the courier company, your courier tracking number is sent to your e-mail address. With that number you can follow the stage your shipment has reached on the courier company's website. If the tracking number has not reached you or does not yet appear in the system, you can contact us by telephone, WhatsApp or e-mail.

Nura Aydınlatma ships free of charge and insured to anywhere in Türkiye. The shipping cost is borne by us independently of the amount of your order; there is no minimum order amount that has to be met in order to benefit from free shipping. The amount you see at the payment step is the final amount you will pay, and no shipping cost is added to it afterwards.

Your shipments are carried under insurance. This means that if the product is damaged or lost during carriage, the risk belongs not to you but to the seller and the carrier. Pursuant to the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), Nura Aydınlatma is responsible for any loss and damage arising until the product is delivered to you or to the person you have designated.

The delivery time varies according to the province you are in and the courier company's distribution schedule in that region. While delivery is generally completed faster in metropolitan cities, the time may be longer for distribution to remote districts and villages. You can follow the current status of your order through the tracking number shared with you by e-mail.

Pursuant to the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), your order is delivered in such a way that it in no case exceeds 30 days from the date the order reaches Nura Aydınlatma; this period is the statutory maximum period and in practice deliveries are completed well within it.

If the delivery does not take place within the 30-day statutory period, you have the right to terminate the contract. From the date your notice of termination reaches us, all payments collected, including delivery costs if any, are refunded within 14 days at the latest, in a single instalment and by the method with which you made the payment. If we realise that your order cannot be prepared within the foreseen time, we contact you and share your options without waiting for the period to expire.

The following circumstances may extend the delivery time; in these cases too the statutory maximum period does not change and we keep you informed:

• Adverse weather conditions, natural disasters and similar cases of force majeure.
• Public holidays and days on which the courier companies do not make deliveries.
• Congestion at the courier companies during campaign periods.
• Address details being incomplete or incorrect, or nobody being reachable at the address.
• The production time for products made to measure or custom-made for a person.

You are responsible for the accuracy of the delivery address, the recipient's name and the telephone number you enter when placing your order. Nura Aydınlatma cannot be held responsible for delay arising where the shipment arrives late, cannot be delivered or is returned to our warehouse because the address was entered incompletely or incorrectly. In such a case no additional shipping cost is charged to you; however, the delivery time inevitably becomes longer.

If you need to change your address, please notify us as soon as possible before the shipment is handed over to the courier. If the order has not yet been handed over to the courier, the address is updated easily. Requests for a change of address after the shipment has set off depend on the courier company's own practice and may not always be capable of being carried out.

You may take delivery of the product yourself, and equally a third person you indicated when placing the order may take delivery of it. Courier companies request proof of identity and a signature at the time of delivery; the person taking delivery has to share these details. Delivery made to the person you indicated has the effect of delivery made to you.

The delivery practice of the courier companies covers carriage as far as the entrance of the building; carriage within the floors, unpacking the product and installation are not included in the courier service. Products are sent together with the mounting hardware and the installation instructions. We recommend that the electrical connection be made by an authorised 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 installation work; we provide support by telephone at the points where you get stuck during installation. Damage arising from incorrect installation falls outside the scope of the warranty.

Lighting products contain breakable materials such as glass, crystal and marble. For this reason the brief check at the moment of delivery is the most important step of the process. It is enough for you to look at the following points while the courier is with you:

• Are the corners of the box crushed, pierced or torn?
• Has the packaging tape been opened or re-applied?
• Has the box got wet or become deformed?
• When you move the parcel slightly, does the sound of broken glass come from inside?

If any of these signs is present, we recommend that you do not take delivery of the parcel and that you have a report drawn up together with the courier. Keep a copy of the report with you and notify us of the situation at the first opportunity. For damaged shipments returned with a report, the product is replaced with a new one without any charge being requested from you, and the new shipment is dispatched as soon as possible. If the product is no longer in stock, its price is refunded in full.

If nothing appears to be wrong on the outside of the parcel but you notice breakage, a crack or a missing part when you open the packaging, please contact us as soon as possible, without using the product and without installing it. Sending photographs of the packaging and of the product by WhatsApp or e-mail speeds up the process. In such cases of defective goods, the optional rights granted to the consumer by Law No. 6502 on the Protection of Consumers (Tüketicinin Korunması Hakkında Kanun) are reserved; not having carried out a check at the moment of delivery, or not having notified us immediately, does not remove those rights.

Crystal chandeliers, glass chandeliers, pendant lights and products with a marble body are packed specially so that they are not damaged during carriage. Glass shades are wrapped individually, crystal stones are sent in separate bags where necessary, and the body is secured with shock-absorbing filling material. Depending on the size of the product, double boxing or reinforced packaging is used.

When opening the packaging, take care not to press sharp-pointed tools into the inside of the box; such cutting implements can damage glass and crystal parts. Before throwing the packaging away, be sure to check for the installation instructions, the warranty certificate and the bags of small parts that come out of the box.

Keep the original packaging

In case you may wish to exercise your right of withdrawal or to exchange the product, we strongly recommend that you keep the original packaging for 14 days from the delivery date. Whether the product can be carried safely in return and exchange shipments depends to a large extent on the original packaging. An exchange can be made for another model available in stock, provided that the product is unused and in its box.

The absence of the original packaging does not on its own remove your right of withdrawal. However, we would like to remind you that if the product loses value because of use going beyond ordinary use, or as a result of being sent back in unsuitable packaging, you may be responsible for that loss. Products made to measure or custom-made for a person are among the exceptions to the right of withdrawal under the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği).

If the courier cannot find anyone at the address, they generally leave a notification slip or try to reach you on the telephone number you gave when placing the order. For this reason, entering your telephone number correctly and in a reachable form is important for the delivery to be completed on the first attempt.

If the delivery attempts are unsuccessful, the shipment is held at the courier branch nearest to you. The waiting period at the branch is determined according to the courier company's own practice, and at the end of that period the shipment returns to our warehouse. If you notice that your shipment is waiting at the branch, you can go to the branch with your identity document and collect it.

For shipments returned to our warehouse, we contact you and offer two options:

• Sending the product again to the same or an updated address. Since shipping is free to anywhere in Türkiye, no additional charge is requested from you for the second dispatch either.
• Cancelling the order and refunding the price. In that case the amount you paid is refunded by the method with which you paid, once the product reaches our warehouse.

It is also possible for you to turn the shipment away by not taking delivery of it from the courier at all. In that case the product returns to our warehouse and your request is treated as a notice of withdrawal. If we cannot reach you and no response is obtained within a reasonable period, the amount you paid is likewise refunded without any deduction being made.

Shipping outside Türkiye is carried out on request and with a special quotation prepared according to the country. We ask customers who want shipping abroad to contact us by e-mail or WhatsApp before placing an order, stating the product name or product code together with the country of delivery. We prepare a quotation including the carriage cost and the estimated delivery time according to the weight and volume of the product and the country of destination.

The free shipping practice stated on the site applies only to shipments within Türkiye; the carriage cost of shipments abroad is shown separately in the quotation.

Any customs duty, import charge, customs brokerage fee and all similar public obligations that may arise in the country of destination belong to the buyer. Since these amounts vary from country to country and are determined according to the legislation of the country concerned, they are not included in the quotation amount. The duration of customs procedures is outside the control of Nura Aydınlatma; for this reason, for shipments abroad the delivery time may vary from the estimated time stated in the quotation.

If you wish, you can collect your order from our showroom in Sultangazi instead of having it sent by courier. It is enough to notify us of this preference by telephone, WhatsApp or e-mail while placing your order or immediately afterwards. We inform you when your order is ready; we ask you to have your order number and your identity document with you when you come to the store.

At our showroom you can see the products lit, and you can get support from our team on size and colour. We check the product you are collecting together with you at the store; in this way any possible defect is identified before the product leaves the store.

The address, telephone and e-mail details of our store are set out in the corporate identification section at the end of this page. For products collected from the store as well, the 14-day right of withdrawal, the 2-year manufacturer warranty and the return terms apply in exactly the same way.

You can reach us through the channels below on matters such as the status of your order, courier tracking, damaged delivery, a request for a spare part or installation support; the telephone, e-mail and address details of these channels are set out in the corporate identification section at the end of this page. Spare parts such as crystal stones, glass shades and lamp holders are supplied subject to stock availability.

• Telephone and WhatsApp
• E-mail
• A message through the contact form on the site
• Visiting our showroom in Sultangazi in person

You may submit your complaints and objections relating to the delivery process 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, within the framework of the monetary limits redetermined each year by the Ministry of Trade (Ticaret Bakanlığı).

The contact and corporate identification details of the seller are set out below: