Shipping and Return Policy

DIMUEM İÇ VE DIŞ TİCARET ANONİM ŞİRKETİ CONSUMER ORDER

CANCELLATION AND RETURN CONDITIONS

At DIMUEM İÇ VE DIŞ TİCARET ANONİM ŞİRKETİ, your satisfaction and legal rights are our top priority for purchases made through dimuem.com. The procedures and principles regarding order cancellation, the right of withdrawal, and return processes are outlined below in accordance with the provisions of Law No. 6502 on Consumer Protection and the Regulation on Distance Contracts.

1. DAMAGED PARCEL

If you notice noticeable damage, crushing, or wetness on the parcel upon delivery, we kindly request that you ask the courier officer to draw up a "Damage Assessment Report" (Hasar Tespit Tutanağı) and refuse to accept the parcel.

2. ORDER CANCELLATION

You may cancel your order via the "My Orders" screen before the product has been delivered. In the event of an order cancellation, the full amount paid will be refunded to you within 14 days using the payment method you originally used.

3. RIGHT OF WITHDRAWAL AND RETURN PERIOD

3.1. Pursuant to Article 15, Paragraph 1, Subparagraph (ç) titled "Exceptions to the Right of Withdrawal" of the Regulation on Distance Contracts:

"Contracts concerning the delivery of goods whose protective elements such as packaging, tape, seal, or package have been opened after delivery; and whose return is not suitable in terms of health and hygiene, CANNOT be subject to the right of withdrawal."

Accordingly; the RIGHT OF WITHDRAWAL CANNOT BE EXERCISED AND RETURNS WILL NOT BE ACCEPTED for any cosmetic and personal care products (creams, masks, mists, lipsticks, perfumes, serums, makeup items, etc.) whose packaging, protective tape, gelatin, or seal has been opened, tried, used, or whose hygienic integrity has been compromised.

3.2. For products whose packaging, protective tape, gelatin, or seal has NOT been opened, tried, used, or whose hygienic integrity has not been compromised, the CONSUMER has the right to withdraw from the contract within fourteen days from the date of delivery of the product subject to the agreement to themselves or to the person/organization at the designated address, without specifying any reason and without paying any penal clause.

It is sufficient for the notification regarding the exercise of the right of withdrawal to be directed to the seller or provider in writing or via a durable data storage medium before the expiration of the right of withdrawal period. The withdrawal notification may be delivered to the SELLER via email (tuketici@dimuem.com) or by filling out the withdrawal form on the website before the 14-day period expires, including the order code, delivery date, returned product and price, CONSUMER name and address, and the explicit statement of withdrawal.

3.3. The CONSUMER must send the goods back within 14 (fourteen) days from the date on which they direct the withdrawal notification, via the SELLER’s contracted courier company YurtİçiKargo. For returns made via the contracted courier company, shipping fees belong to the SELLER. The SELLER is not responsible for any expenses, loss, or damage that may occur if the CONSUMER sends the return via a carrier other than the specified courier company.

3.4. If the withdrawal notification is not made within the period, if the product subject to withdrawal is not sent back, or if a product whose packaging, protective tape, gelatin, or seal has been opened, destroyed, tried, used, and hygienic integrity compromised is returned, the right of withdrawal cannot be exercised, no refund will be issued, and shipping costs will be borne by the consumer.

3.5. The Seller is obligated to refund all collected payments, including delivery costs to the consumer (if any), within fourteen days from the date on which the goods subject to withdrawal are delivered to the carrier specified in the preliminary information for return. However, in cases where the consumer returns the goods via a carrier other than the one specified for return, said obligation begins as of the date the goods reach the seller.

ARTICLE 3: RIGHT OF TERMINATION

If the ordered product is not delivered within the committed time, the CONSUMER may terminate the contract and request a refund.

ARTICLE 4 – CONSUMER CONTACT LINE

For consumer issues arising from the agreement, an email can be sent to tuketici@dimuem.com. The SELLER undertakes to respond to emails sent to this address within a reasonable timeframe.