Cancellation and Return Policy
This Cancellation and Return Policy has been prepared to inform visitors of the website and customers placing orders (“Buyer”) regarding the cancellation and return of products ordered through https://www.helloornate.com (the “Site”), which belongs to OZKOZ PHARMA KOZMETİK LİMİTED ŞİRKETİ (“OZKOZ”).
With respect to the cancellation and return of products ordered by the Buyer, the relevant provisions set forth in the Distance Sales Agreement (“Agreement”) executed between OZKOZ and the Buyer shall remain valid.
Product Guarantee
All products you purchase are covered under the guarantee of our company.
Right of Return
You may return your order within 14 (fourteen) days, subject to customer service approval, provided that the Ornate-branded box in which the product was delivered remains completely unopened. Once your returned order reaches our return warehouse, it will be inspected. Following confirmation that the product is unopened, your refund will be processed to your bank.
Damaged Shipments
If you believe that your package was damaged during shipment, please open and inspect it in the presence of the cargo company representative before accepting delivery. If any damage is detected, do not accept the delivery and have a damage report prepared by the cargo company. Please note that failure to have a report prepared means that you accept that the cargo company has fully performed its delivery obligations after the product has been received.
Conditions Under Which Returns Are Not Accepted
Products will not be accepted for return, and no refund will be issued, if it is determined that the product has been damaged, broken, altered, torn, used, or otherwise not returned in the same condition as at the time of delivery to the customer.
Return Process Duration
If you return a product, your return request will be finalized within 7 (seven) business days from the date the product reaches our company.
Refund Process
After approval of the return, credit card refunds will be processed within 5 (five) business days. Please note that your bank may not reflect the refund in your account within the same statement period. In such cases, you are advised to contact your bank’s credit card services.
Product Complaints
For any product-related complaints that may arise after delivery, you may contact our customer service representatives at +90 850 308 45 02. If it is determined that the issue is not caused by user-related factors, appropriate compensation or replacement will be provided.