Shipping, Delivery and Return Policy

Shipping and Delivery

This Policy explains the rules for preparing, dispatching and delivering orders placed through velvetacare.com, operated by Mina Keshavarz / Velveta Care (“Velveta”).

1. Shipping Area, Carrier and Delivery Time

Velveta normally ships to addresses within Turkey.

At checkout, the Buyer selects one of the shipping options offered for the delivery address and order. The selected service's carrier, shipping fee, estimated preparation time and transit/delivery time are shown before payment; these details govern that order.

Available options may vary with the address, product, order, carrier coverage and promotion terms. This Policy does not promise a fixed carrier, free shipping or delivery within 1–3 business days for every order.

Weekends, public holidays, force majeure, regional distribution conditions, addresses outside the delivery area or in remote areas, and unusual carrier delays may affect this estimate.

In all cases, Velveta must fulfil the order within the time stated when it was placed and, except for goods made to personal specifications, within the statutory maximum delivery period of thirty (30) days.

If the Buyer is shown a more specific delivery time when ordering or at checkout, that information governs the relevant order.

2. Delivery Costs

The shipping fee depends on the service selected by the Buyer at checkout and the conditions applicable to the order. The fee including taxes and the total order price are clearly shown before the payment obligation arises.

Free shipping applies only when 0 TL is shown before payment for the selected service and order. Velveta may change shipping options, fees and promotion terms for future orders; completed orders are not charged additional shipping fees afterwards.

3. Accuracy of Delivery Information

The Buyer must provide accurate and complete delivery and contact details.

The reason for non-delivery is examined. If the problem arises from Velveta or the carrier determined by Velveta, the expenses will not be charged to the Buyer. If it is confirmed that the Buyer reported an incorrect/incomplete address due to his own fault, the address correction and reshipment options will be notified to the Buyer. If reshipment is requested, the actual documented additional shipping cost will be announced in advance and collected upon the acceptance of the Buyer; Free reshipping is not guaranteed.

In case of cancellation of the order or request for withdrawal, legal rights and refund periods are preserved. Velveta reserves its legally valid claim and offset rights for additional expenses that can be proven to be caused by the Buyer's fault; Deductions from reimbursement are made only on a concrete and legally valid basis, with the necessary information and applicable consensus procedures. Just returning the shipment or exercising the right of withdrawal will not result in automatic cargo deductions or penalties.

4. Delivery to Another Person

The Buyer may designate another recipient when ordering.

Delivery and identity/verification checks follow the carrier's security and delivery procedures. Velveta has no authority to change the carrier's legally compliant identity/verification procedures.

5. Loss and Damage During Transport

When the carrier designated by Velveta in the order/pre-information is used, Velveta is responsible under applicable legislation for loss and damage until the product is delivered to the consumer or to a third party designated by the consumer other than the carrier.

The Buyer's selection of an option offered by Velveta at checkout does not change the fact that the carrier was designated by Velveta.

If the consumer separately asks to use another carrier they have arranged, outside those offered/designated by Velveta, Velveta is not responsible for loss or damage occurring after the goods are handed over to that alternative carrier.

This provision is based on the liability-for-damage rules in the Distance Contracts Regulation.

6. Damage Reports and Evidence

If the parcel shows visible crushing, tearing, wetness, opening or similar damage on delivery, we strongly recommend checking the product in the courier's presence where possible, requesting a damage report and retaining photos of the parcel/product.

These records help establish the source and timing of transport damage.

The absence of a damage report does not automatically remove the consumer's rights under mandatory legislation.

Damage/missing-delivery notification: [email protected]

To speed up the review, we may request the order number, photos of the product and packaging, and any carrier report.

7. Proof of Delivery

A delivery document or carrier delivery record may serve as evidence that delivery took place.

A delivery record does not remove rights relating to defects discovered later or rights under mandatory legislation.

8. Impossibility of Performance

If delivery of the ordered goods genuinely becomes impossible, Velveta informs the Buyer in writing or on a durable medium within three (3) days of learning of the situation and refunds payments collected, including any delivery costs, within fourteen (14) days of that notification.

9. Return Shipping

Withdrawal/return shipping: Shipping, Delivery and Return Policy

The carrier to be used for returns is expressly identified in the order-specific Pre-information Form. When the carrier designated by Velveta is used, the consumer is not responsible for return costs.

10. Related Documents

Distance Selling Agreement:Distance Selling Agreement

Return and Withdrawal Policy:Shipping, Delivery and Return Policy

Legal bases

Ministry of Trade's current Distance Contracts guide: Official source

Distance Contracts Regulation — delivery and liability for damage: Official source

Updating the Text

Velveta may update this text and the relevant terms of service/operation at any time for the future. The current text and effective date are displayed on the relevant page or in the pre-transaction information. No additional fees will be charged to completed orders; Rights arising from previous transactions and mandatory legislation are protected. Changes that require notification/acceptance in existing contracts are made with the necessary procedure. If the purpose or legal requirement of data processing changes, the relevant clarification and, if necessary, new consent process are carried out before starting the changed processing.

Returns and Right of Withdrawal

This Policy explains the withdrawal, return and refund processes for consumer orders placed through velvetacare.com operated by Mina Keshavarz / Velveta Care (“Velveta”).

The consumer's rights arising from mandatory legislation are reserved.

1. 14 Daily Right of Withdrawal

Without prejudice to the exceptions stipulated in the legislation, the consumer may exercise his right of withdrawal within 14 days from the delivery of the goods without giving any justification and without paying any penalty.

Velveta also does not offer a voluntary withdrawal/refund period exceeding fourteen days. Legal rights regarding defective goods and periods specifically extended by the legislation are reserved.

The consumer may also exercise his right of withdrawal during the period from the conclusion of the contract to the delivery of the goods.

It is sufficient to send the notice of withdrawal to Velveta in writing or via a durable medium within the legal period.

Withdrawal / return contact: [email protected] +90 536 590 31 34

2. Health and Hygiene Exemption

The right of withdrawal cannot be used within the scope of the exception stipulated in the Distance Contracts Regulation for goods whose packaging, tape, seal, package or similar protective elements have been opened after delivery and whose return is not suitable for health / hygiene reasons.

This exception does not mean that all cosmetic products are automatically non-returnable; The quality of the product and the protective element is evaluated concretely.

The consumer's rights arising from the law regarding defective, defective, incomplete or incorrectly sent goods are not affected by this exception.

3. Product Usage and Review

If the consumer uses the product in accordance with its operation, technical specifications and usage instructions within the withdrawal period, he is not responsible for any changes or deteriorations that occur due to ordinary use.

2 for products with a health/hygiene exception and whose protective element has been removed. The article also applies.

Return Process and Refunds

4. Return Notification and Review

Exercise of the right of withdrawal is not subject to a "pre-approval" condition at the free discretion of Velveta.

However, Velveta; - verification of the order, - control of the withdrawal period, - Evaluating whether the product falls within the right of withdrawal exception, - Examining wrong/incomplete/defective product claims

may request order information, photographs or other reasonable evidence required for the purpose.

If it is determined that the right of withdrawal is within the scope of the legal exception, the standard withdrawal refund may not be accepted. Rights for defective goods are reserved.

5. Return Request and Return Process

The Buyer, who is logged into his account, can submit a withdrawal/return request from the order detail in the user panel and follow the current request status. Velveta customer service can also record the request in the operation panel. Creating an account or logging in is not a mandatory requirement for a statutory notice of withdrawal.

For withdrawal or refund requests, the Buyer can contact Velveta through the following communication channels:

Email: [email protected] Phone / WhatsApp: +90 536 590 31 34

The return carrier is determined by Velveta and notified in the order-specific Pre-information Form.

Upon receipt of the request, the relevant order is verified and, if applicable, free return shipping information and the barcode or return code of the return carrier are digitally transmitted to the Buyer.

The buyer delivers the product to the specified carrier using the barcode/code and return instructions provided to him. The return barcode/code is used to direct the shipment to the relevant return point of Velveta.

The return delivery address and shipping method are notified to the Buyer in the return instructions of the order. Obtaining a barcode/code is not a pre-approval requirement for legal notice of withdrawal; The support process does not limit the legal periods of the consumer.

The carrier intended for the return is notified to the Buyer in the order-specific Pre-information Form.

When the carrier and return method specified by Velveta is used, the Buyer will not be charged a return shipping fee or restocking fee.

If no carrier is specified for return in the Pre-information Form, no return expense can be requested from the Buyer.

If the carrier specified in the Pre-information Form does not have a branch in the Buyer's location, Velveta ensures that the product is collected from the Buyer without demanding any additional expenses from the Buyer.

Buyer may use a different carrier other than the carrier specified by Velveta at his/her own discretion. In this case, the start of the refund period is determined based on the date the product arrives at Velveta.

If the consumer uses another carrier of his own choice instead of the accessible return carrier specified in the preliminary information, Velveta will not voluntarily cover the fee of this alternative carrier. It is agreed that Velveta will cover alternative shipping costs only if expressly agreed separately. This situation alone does not mean rejection of the legal withdrawal/refund request. Rights are reserved if the carrier is not specified in the preliminary information, the specified carrier does not have a branch in the consumer's location, defective goods or other mandatory legislative obligations.

The fee paid directly by the consumer to the alternative carrier and not covered by Velveta will not be deducted from the product price a second time. If Velveta pays the fee of the alternative carrier used by the consumer instead of the accessible return carrier specified in the preliminary information, only the documented actual cargo expense will be notified to the consumer. Except in cases where mandatory legislation imposes the expense on Velveta, the amount is deducted from the refund by obtaining the express consent of the consumer to cover this expense and deduct it from the refund; No additional penalties or processing fees apply. The absence of express agreement or a legally valid basis for offset does not constitute a justification for delaying legal repayment or arbitrary deduction. Initial delivery costs, which must be refunded in accordance with the legislation within the scope of withdrawal, will not be deducted due to this provision.

6. Product Return Time

Unless Velveta makes a separate offer to take back the goods himself, the consumer must return the goods within 14 days from the date of notification of withdrawal.

7. Repayment Period and Method

If the right of withdrawal is duly exercised, Velveta will refund all payments that must be refunded and collected in accordance with the legislation, including the delivery costs of the goods to the Buyer, if any, within fourteen (14) days.

If the product is delivered to the return carrier specified in the Pre-information Form, the fourteen-day refund period starts from the date the product is delivered to this carrier.

If the buyer sends the product back with a carrier other than the one specified for return, the fourteen-day period begins from the date the product reaches Velveta.

If the right of withdrawal is exercised before the product is delivered to the Buyer, the fourteen-day refund period starts from the date the withdrawal notification reaches Velveta.

The refund is made in accordance with the payment instrument used by the Buyer at the time of purchase, without imposing any additional costs or obligations on the Buyer and in accordance with the legislation.

For installment payments, the refund is made all at once.

After Velveta transmits the refund to the payment institution or bank, the time it takes for the amount to be reflected in the Buyer's account or card statement may depend on the technical processing times of the relevant bank or payment institution.

Registering the return request or approving the product return does not mean that the price has been paid. The refund process is handled separately; It will not be shown as a completed refund until the transaction is completed. Internal approval and manual payment processes do not extend the legal repayment period.

8. Standard Product Exchange

Velveta does not offer standard product exchange services within the scope of the right of withdrawal. A return and refund process applies to eligible orders.

In case of defective goods, the consumer6502Applicable optional rights arising from Law no. such as free repair, replacement without defects, price reduction or withdrawal from the contract are reserved.

9. Damaged, Missing or Wrong Product

In case of visible transportation damage, it is highly recommended to prepare a cargo report at the time of delivery and to keep product/packaging photographs.

The absence of a report does not automatically eliminate the consumer's rights arising from the law.

For review, the order number, product/packaging photographs, if possible, and the minutes, if any, may be requested. The absence of photographs or minutes alone does not cause the request to be rejected; Other evidence and legal rights are evaluated.

10. Order Cancellation

If the order has not been shipped yet, a cancellation request can be made through customer services.

Even if the order has been shipped, the consumer reserves the right to make a notice of withdrawal before the goods are delivered. If the logistics process has started, the physical return of the product is carried out according to the transportation operation.

11. Communication

Email: [email protected]

Phone: +90 536 590 31 34

Seller information:Contact and Seller Information

Linked insets

Distance Selling Agreement:Distance Selling Agreement

Shipping and Delivery Policy:Shipping, Delivery and Return Policy

Legal bases

Law on Consumer Protection No. 6502:Official source

Distance Contracts Regulation:Official source

23.08.2022 changes:Official source

24.05.2025 changes — 01.01.2026 effective:Official source

Ministry of Commerce current guide (17.08.2026):Official source

Updating the Text

Velveta may update this text and the relevant terms of service/operation at any time for the future. The current text and effective date are displayed on the relevant page or in the pre-transaction information. No additional fees will be charged to completed orders; Rights arising from previous transactions and mandatory legislation are protected. Changes that require notification/acceptance in existing contracts are made with the necessary procedure. If the purpose or legal requirement of data processing changes, the relevant clarification and, if necessary, new consent process are carried out before starting the changed processing.