Returns and Exchanges Policy

This is an informational translation. The Turkish version is legally binding.

These Returns and Exchanges Terms have been prepared in accordance with the Consumer Protection Law No. 6502 and the Distance Contracts Regulation (Official Gazette 27.11.2014/29188). By placing an order, the customer is deemed to have read, understood and accepted these terms.

1. Right of Withdrawal (14-Day Unconditional Return)

Customers acting as consumers have the right to withdraw from the contract within 14 (fourteen) days of the date on which the goods are delivered to the customer or to the designated third party, without giving any reason and without incurring any penalty. The 14-day period begins from the day of receipt.

2. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal within the 14-day period:

Submit a written notification to info@nuki.com.tr
Include the order number, reason for return and bank IBAN details
Return the item via the seller's contracted courier branch

Shipping costs for returns sent via a non-contracted courier are entirely the customer's responsibility.

3. Products Excluded from the Right of Withdrawal (IMPORTANT)

In accordance with Article 15 of the Distance Contracts Regulation, the right of withdrawal does not apply to:

Products prepared to the consumer's specifications or personal requirements (custom / personalised items)
Products whose protective elements (packaging, tape, seal or wrapping) have been opened after delivery and which are unsuitable for return on health or hygiene grounds
Products that have been mixed with other items after delivery and cannot by their nature be separated
Perishable goods or goods liable to expire
Digital content and computer software provided to subscribers (software, licences, digital keys)
Services performed instantly in electronic form and intangible goods delivered to the consumer immediately

The right of withdrawal cannot be exercised for the product categories listed above.

4. Conditions for Returned Products (CRITICAL)

All of the following conditions are required for a return under the right of withdrawal:

The product must be returned complete and undamaged in its original packaging
The product must be unused and untested
All accessories, cables, box, user manual, warranty certificate and invoice must be included in the return package
There must be no wear, friction marks, scratches or damage
Serial-number barcodes and labels inside must not have been removed
Software, Bluetooth, Wi-Fi and similar features must not have been activated

If any of these conditions are not met, the return may not be accepted, or a reasonable deduction for loss of value may be made for a used product pursuant to Article 13/2 of the Distance Contracts Regulation.

5. Loss of Value Due to Use

Under Article 13/2 of the Distance Contracts Regulation, the consumer is liable for any diminution in the value of the goods resulting from use during the return period. The following constitute loss of value and will be deducted from the refund amount:

Product activation
Software installation
Addition of a device account/record
Traces of use (fingerprints, perspiration, scratches, etc.)
Packaging rendered unusable

6. Refund

The refund is processed within 14 (fourteen) days of the seller receiving both the withdrawal notification and the returned product. For payments made by credit card, the credit appearing on the card may take 1–10 business days depending on bank processes — this is outside the seller's control. The refund amount is the amount actually charged for the order; discount points, vouchers and promotional values are excluded.

7. Defective Products and Warranty

The warranty rights provided by the manufacturer (Nuki Home Solutions GmbH, Austria) are reserved. For defective products (products that malfunction during use or develop functional errors):

Within the 14-day withdrawal period: may be returned under the conditions stated on this page
After the withdrawal period: the consumer may choose among repair, replacement with a non-defective equivalent, or price refund pursuant to Articles 10 and 11 of Law No. 6502

Technical service processes within the warranty period are managed by the manufacturer's authorised service centre.

8. Product Exchange

Exchanges for a different colour or model of the same product are handled by returning the original item (provided it meets the conditions for the right of withdrawal) and placing a new order, subject to stock availability. Direct exchange is not available.

9. Fraudulent / Unfair Return Claims

The seller reserves the right to suspend the accounts of customers who — in breach of the principle of good faith (Turkish Civil Code Article 2):

Repeatedly return the same product
Present a serial number that does not match the product sold
Make false claims of damage or defect
Return a third-party product
Display a pattern of bulk or repeated returns

The seller also reserves the right to pursue legal remedies under Article 157 of the Turkish Penal Code (Fraud) where applicable.

10. Force Majeure

In the event of natural disasters, pandemics, wars, courier operational stoppages, legislative changes and other unforeseeable and unavoidable events, the returns process may be suspended until the relevant cause ceases. Timelines resume on the cessation of the force majeure event.

11. Dispute Resolution

For consumer disputes, Consumer Arbitration Committees are competent within the monetary thresholds set annually by the Ministry of Commerce pursuant to Article 68 of Law No. 6502; Consumer Courts are competent for disputes exceeding those thresholds.

12. Entry into Force

The returns terms in effect on the date of order apply. Purchasing a product constitutes acceptance of these terms.