1.Right of Withdrawal and Cancellation & Return Conditions

General

By placing an order on our website, you are deemed to have accepted the preliminary information form and the distance sales contract presented to you. Buyers are subject to the provisions of Law No. 6502 on the Protection of Consumers and the Regulation on Distance Contracts regarding the products they purchase.

 

Product Delivery and Use of the Right of Withdrawal

According to Law No. 6502 on the Protection of Consumers:

• Product Delivery Time: According to the Regulation on Distance Contracts, the seller is obliged to deliver the ordered product to the buyer within 30 days at the latest. If the product is not delivered within this period, the consumer can terminate the contract and exercise the right of withdrawal.
• Right of Withdrawal: Consumers have the right to withdraw from distance sales (such as online shopping) within 14 days without providing any reason and without paying any penalty, according to Law No. 6502. In case the product is not delivered, the consumer can also use this right.
• Product Specifications: The delivered product must comply with the order, be complete, and have the specified features. If the product does not meet these conditions, the consumer can exercise the right of withdrawal or return the product.

 

Regarding Credit Card Usage:

If it is determined that the consumer's credit card or bank card has been used unlawfully by unauthorized persons and the payment process has not been completed, the consumer must return the product. In this case, the shipping costs for the return will be borne by the seller. The consumer must return the product to the seller within 3 days from the moment they realize the unauthorized use of their credit card.

 

Unforeseen Circumstances:

If the seller cannot deliver the product on time due to unforeseen reasons (such as force majeure), they must immediately inform the consumer. In this case, the consumer has the following rights:

• Cancel the order.
• Request a similar product if available.
• Agree to postpone the delivery until the obstacle is resolved.

If the consumer cancels the order, the seller is obliged to refund the payment within 14 days.

 

Important:
During discount periods, special promotion periods, or when purchasing discounted products or products included in special offers, returns are not allowed. However, exchanges can be made for products in the same category, provided they are of the same price or higher. The process is as follows:

1) Submit an exchange request.
2) Purchase the new product.
3) Once the exchanged product is received, it will be inspected under the usual return conditions.
4) If the product meets the return conditions, its price will be refunded to your bank account. If it does not meet the conditions, it will be returned back to the customer.
5) The customer will bear all shipping costs.

Conditions for the Right of Withdrawal

After receiving the product, the buyer must check that it is undamaged and complete. If there is damage to the delivered product, this should be reported to the courier. If the right of withdrawal is to be exercised, the product must be unused and in its original packaging.

 

 

 

---

 

2.Frequently Asked Questions About Product Returns

 

I Have Received the Product, But I Want to Return It. What Should I Do?

• Return requests must be made within 14 days from the delivery of the product or service.
• The product to be returned must be handed over to the shipping company within 7 days at the latest.
• You can learn the return conditions on the Cancellation and Return Policy Page.

 

Return Process:

• Once the product reaches us, its compliance with the return conditions will be checked.
• If the product complies with the return conditions, your return will be approved.
• If the product does not comply with the return conditions, it will be sent back to your address.
• Your refund will be transferred to your account within 14 days.

 

Conditions for Products to be Sent for Exchange:

• The product must be unused and resalable (original condition intact).
• The product must be in its original box.
• All accessories sent with the product must be included.
• The invoice for the product must be returned. Products without an invoice will not be accepted for return.

 

Who Pays for Return Shipping Fees?

For online purchases, unless the product is defective, the return shipping fee is the responsibility of the consumer.

 

In Which Cases Are Returns Not Accepted?

Returns are not accepted in the following cases:

• If the return request is made more than 14 days after receiving the product.
• If the product is not handed over to the shipping company within 7 days after the return request is made.
• If the packaging of perfumes or sealed products is opened.
• If the packaging is damaged while opening the product.
• Personal care products and underwear cannot be returned even if their packaging is unopened.
• If the product or its components are damaged.
• The product must be unused, and if the right of withdrawal is to be exercised, it must be in its original packaging.

 

Reasons for Product Return:

• Size Mismatch: When the size of the product does not fit the customer's measurements.
• Damaged or Defective Product: If the product is damaged or defective upon delivery.
• Dislike of Product Quality: When the customer is not satisfied with the material or workmanship quality.
• Dislike of Product Model: When the ordered product is not liked in terms of model.
• Incorrect Product: If a different product than the ordered one is delivered.
• Mismatch with Images: When the product does not match the images on the website.
• Missing Product or Accessory: If there are missing accessories related to the product.
• Delivered Product with Opened Packaging: When a product with opened packaging is delivered to the customer.

 

I Don’t Want to Return the Product, But I Want to Exchange It for Another One.

• Direct exchanges are not available at our store. However, you can initiate a return process and send back the purchased product. Meanwhile, you can order the new product you want through our website using the standard purchase method. Once the returned product reaches us, your return will be processed according to the rules stated on this page, and your payment will be refunded.

 

Return/Exchange Shipping Fees:

www.lavanaa.com will only cover shipping costs in the following cases:

• A different product from the one ordered is sent.
• The product is defective or faulty.

Our store does not cover return shipping fees in the following cases:

• For size mismatch, dissatisfaction with color or material, the return shipping fee is the customer's responsibility. In case of missing accessories, you do not need to return the product; the missing parts will be sent directly to your address.

 

You can complete the return process as follows:

First: Click on the "My Orders" option at the bottom of the page...

 

1. 

 

 

 

Second: Create a return request:

 

 

 

 

Third: Select the reasons for the return, then choose the type of return.