Refund and Returns

1. Eligibility & Return Window

As a consumer, you usually have a 14‑day period from the day after delivery to change your mind and withdraw from the contract without giving a reason, in line with Turkish Consumer Law (Law 6502) and distance‑sales rules.

To be eligible for a return under this Policy:

• Timing: you must contact us within 14 calendar days from the date you receive your parcel.
• Condition of products: items must be unused, unopened and in their original, sealed packaging (including any shrink‑wrap, safety seals, blisters, caps and labels).
• Completeness: all components supplied with the order (sets, accessories, gifts, samples and inserts) need to be returned together.
• Proof of purchase: please provide your order number, full name and the email address or phone number used at checkout.

Reasonable handling to check the products (e.g. inspecting the external packaging) is fine. Using the products beyond what is necessary to inspect them may reduce or remove your right to a refund for change‑of‑mind returns, especially for goods sealed for health or hygiene reasons once opened.

2. Products That Cannot Be Returned

Some items are not suitable for return, except where they are defective, damaged in transit or not as described:

• Opened or used cosmetics and care products (seal, blister or cap broken or removed).
• Products that cannot be resold for health or hygiene reasons once opened, as allowed by consumer law.
• Items that have been improperly stored or damaged after delivery.
• Custom or personalised items, where applicable.
• Free gifts, samples or promotional bonuses supplied with your order.

3. Order Changes & Cancellations

• Before dispatch: if your order has not yet been packed or shipped (usually within 1–2 business days), we will do our best to cancel it or update the shipping address, items or quantities.
• After dispatch: once the parcel has been handed over to the carrier, it is normally too late to modify or cancel the shipment. You can still request a return after delivery, provided the conditions in this Policy are met.

Sending a cancellation request does not automatically guarantee that it will be applied; you will receive a confirmation email if we successfully cancel or change your order.

4. Damaged, Faulty or Incorrect Items

Please inspect your parcel as soon as it is delivered and contact us within 7 calendar days of delivery (or the expected delivery date if the parcel appears lost) if:

• Products arrived damaged, leaking or broken.
• You received the wrong items, wrong size or wrong quantity.
• Items are missing from the parcel.
• Products appear clearly defective or expired.

Include your order number, contact details, and clear photos of the outer box, inner packaging and affected items. We will let you know the available solutions (replacement, partial or full refund). If we ask you to return the product, we may provide a prepaid label or reimburse reasonable return shipping costs.

5. How to Request a Return

1. Send a return request. Email support@oriento.store or use our Contact page. Include: order number; item(s) to return; reason; photos if there is damage or packing issue.
2. Wait for approval and instructions. We will confirm whether your request is covered and send you a return authorisation (RMA) and instructions.
3. Pack the products securely. Use original boxes where possible and adequate cushioning.
4. Ship the parcel. Use a trackable shipping service and keep your receipt and tracking number unless we provide a prepaid label.
5. Inspection and confirmation. When your parcel arrives, we will check the contents and confirm the refund, replacement or credit.

Returns sent without prior approval or correct address may be delayed, refused or lost, and may not be eligible for a refund.

6. Refund Methods, Costs & Processing Time

• Refund method: refunds are issued to the original payment method used at checkout (e.g. the same card), unless we agree otherwise.
• Payment processor: card transactions are handled by iyzico. After we submit the refund, your bank or card issuer typically needs a few business days to post the amount.
• Timing: we normally process approved refunds within 5–10 business days after we receive the returned goods. Your bank’s processing time (often 3–14 business days) is in addition.

Shipping costs: For change‑of‑mind returns, original shipping and return postage are usually non‑refundable unless required by law. If the return is due to our mistake (wrong item or confirmed quality issue), we will refund the affected product(s) and, where appropriate, shipping and return costs.

Duties, taxes and fees: For international orders, any customs duties, import taxes or brokerage charged by local authorities or carriers are usually not refundable by us.

7. International Orders, Refused Parcels & Non-Delivery

• Refused or unclaimed parcels: if a parcel is returned to us because it was refused, not collected, or customs charges were not paid, we may refund only the product value, minus the original shipping cost and any return or handling fees.
• Non‑deliverable addresses: if carriers cannot deliver to the address provided and the parcel is returned, the same rules for refused parcels may apply.
• Lost or heavily delayed shipments: contact us; we will open an investigation with the carrier and inform you of available solutions.

8. Your Consumer Rights & Contact

Nothing in this Policy reduces any non‑waivable consumer rights granted by the laws of your country. If there is any conflict between this Policy and such laws, the law prevails.

Contact us:

• Email: support@oriento.store
• Contact form: oriento.store/contact/

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