Returns and Exchange Policy

This page explains in plain language how returns, exchanges and refunds work for orders placed on yakgelsin.com. It is based on Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation, and applies together with the Distance Sales Agreement and the Preliminary Information Form. Nothing on this page limits your statutory rights.

Summary

• Individual customers may withdraw within 14 days of receiving the goods without giving a reason (except for the statutory exceptions below).
• Defective goods are always accepted: replacement, a price reduction or a refund; transport and collection costs are ours.
• Returns under the right of withdrawal cost you nothing; the amount you paid, including any delivery fee, is refunded within 14 days.
• To return something, just write to us on WhatsApp (0531 585 62 29) or by e-mail; the collection method is agreed with you.

Right of withdrawal (individual customers)

If you bought the goods for a purpose outside any trade or profession, for example to heat your home, you are a consumer and have a right of withdrawal. You may withdraw from the contract within 14 (fourteen) days of the day you receive the goods, without giving any reason and without paying a penalty. If the items of one order are delivered separately, the period starts on the day you receive the last item. You may also withdraw at any time between placing the order and delivery.

It is enough to send your notice of withdrawal in writing within this period, on WhatsApp or by e-mail to info@yakgelsin.com. Before delivery, a request sent with the cancellation link we gave you also counts as a written notice of withdrawal. We confirm in writing that your notice has reached us.

Legal basis: Law No. 6502 art. 48 and Distance Contracts Regulation arts. 9 and 11.

When the right of withdrawal does not apply

Under art. 15 of the Distance Contracts Regulation, for the products on our site the right of withdrawal does not apply only in these cases:

• Perishable goods: products that spoil quickly or whose expiry date may pass.
• Fuel mixed with other goods: fuel delivered loose that has been mixed into your existing stock of coal or firewood and by its nature cannot be separated.

Apart from these two cases you have a right of withdrawal whatever the product. For example, coal in an opened sack that has not been mixed with other fuel, or firewood kept separately, can still be returned. These exceptions do not affect your rights for defective goods.

Condition of returned goods

• You may examine the goods. You are not liable for changes and deterioration caused by normal examination and use in line with the product's function, technical features and instructions (Law No. 6502 art. 48, Regulation art. 13).
• Please do not use goods you intend to return and, where possible, hand them back in the original sack or packaging. An opened sack or package does not by itself remove your right of withdrawal.
• You may be liable for loss of value caused by use beyond normal examination (for example burning part of the fuel, leaving the goods out in the rain, or installing and firing a stove).

Defective goods

Goods are defective if they do not have the features stated on the product page or in the order (Law No. 6502 art. 8), for example the wrong type or size, a short delivery, firewood damper or mouldier than stated, or a stove damaged in transport or not working. Defective goods are always accepted, even after the withdrawal period.

Under art. 11 of the Law you may choose one of these remedies:

• replacement with a defect-free equivalent,
• a price reduction in proportion to the defect,
• returning the goods, withdrawing from the contract and getting your money back,
• free repair. Repair is not applicable to fuel such as coal and firewood; for products such as stoves and fireplaces you may also ask for repair.

A replacement or repair is carried out within 30 working days at the latest. If you choose to withdraw from the contract or a price reduction, the price or the reduction is refunded immediately. Collecting the defective goods, delivering the replacement and all other costs are ours.

How to report a defect

• Please check the goods on delivery. If you see a problem, take a photo and send it to us on WhatsApp straight away (0531 585 62 29); that is the fastest way to sort it out.
• You can also report defects that were missed on delivery or appear later. For a quick solution we ask you to report within 30 days of delivery, but this is not a deadline after which you lose your rights. By law, liability for defective goods is subject to a 2-year limitation period from delivery, and defects that appear within 6 months of delivery are presumed to have existed on delivery (Law No. 6502 arts. 10 and 12).
• Deterioration caused by unsuitable storage after delivery (for example firewood left out in the rain) may not count as a defect.

Business and commercial purchases

Law No. 6502 treats as consumers those acting for purposes outside their trade or profession. If you bought the goods on behalf of a company or business for a commercial or professional purpose, such as use in the business or resale (usually with a corporate invoice), the purchase is not a consumer transaction and the right of withdrawal does not apply.

• For these purchases, returns are accepted only for defective goods: we replace the goods, reduce the price or refund it; collection and redelivery costs are ours.
• We ask you to check the goods on delivery, to report visible defects within 30 days of delivery, and to report hidden defects as soon as you notice them.
• Whether a purchase by an institution such as a school or a building or estate management counts as a consumer transaction depends on its purpose. If your purchase is a consumer transaction, the individual customer rights on this page, including the right of withdrawal, apply in full.

How to return

1. Tell us. Write to us on WhatsApp (0531 585 62 29) or by e-mail (info@yakgelsin.com) with your order number and the item you want to return. No reason is needed for a withdrawal; for a defect, adding a photo speeds things up.
2. Get a confirmation. We confirm in writing that your notice has reached us.
3. Agree the collection method. Tell us on WhatsApp that you want to return the goods; the collection method is agreed with you. For orders we delivered with our own vehicle we usually collect the goods from your address with our own vehicle; for orders sent by cargo we send you the carrier and shipping details for the return.
4. Hand over the goods. When you withdraw, hand over the goods using the agreed method, or have them ready for collection, within 14 days of your notice. If we take on collecting them from your address, the collection day is agreed with you.

Return costs: for returns under the right of withdrawal, you are not charged anything for us collecting the goods or for sending them with the carrier we name (Distance Contracts Regulation art. 12). For defective goods, all costs are also ours.

Refunds

• Withdrawal: within 14 days at the latest of your notice of withdrawal reaching us, the full amount we collected, including any delivery fee, is refunded to you in one payment and free of charge.
• Defective goods: if you choose to withdraw from the contract or a price reduction, the amount is refunded immediately.
• Refund method: in line with the payment method you used. Card payments on delivery are refunded to your card, bank transfers to your account. Cash payments on delivery are refunded by bank transfer to the account you give us or, if you prefer, in cash.

Contact

Seller: Yak Gelsin — Özel Ada Ticaret Ltd. Şti.
Warehouse and place of business: Mimar Sinan Mah. Beydağ Cad. No:10, 35750 Ödemiş, İzmir, Türkiye
Phone: 0531 585 62 29
WhatsApp: 0531 585 62 29
E-mail: info@yakgelsin.com

In case of a dispute you may apply, within the monetary limits announced each year by the Ministry of Trade, to the Consumer Arbitration Committee where you live or where the transaction took place, and above those limits to the Consumer Court.