Cancellation and Refund Policy

1) PURPOSE AND SCOPE

This Right of Withdrawal, Return, Cancellation, and Exchange Policy explains the procedures and principles regarding consumers' use of their right of withdrawal, the return process, order cancellation, and exchange practices for orders placed through Bonherre.

2) MARKETPLACE STRUCTURE AND ORDER DELIVERY
2.1 SHIPMENT SOURCE

Products subject to an order can be shipped from Bonherre's warehouse or the Seller's warehouse. Your cart may contain products from multiple Sellers.

2.2 SHIPPING AND BUSINESS DAYS

Orders shipped from Bonherre's warehouse are dispatched with HepsiJet and Yurtiçi Kargo. Orders shipped from Seller warehouses may be dispatched by the Seller using different shipping companies. For orders shipped from Bonherre's warehouse, orders placed by 15:00 are generally processed on the same day. Shipments are not made on Saturdays and Sundays. For Seller shipments, the dispatch date may vary according to the commitments stated on the product page.

3) RIGHT OF WITHDRAWAL
3.1 WITHDRAWAL PERIOD

The consumer can exercise their right of withdrawal without giving any reason and without paying any penalty, within 14 days from the date they receive the product in distance sales.

3.2 HOW TO MAKE A WITHDRAWAL NOTIFICATION

You can make your withdrawal notification by creating a return request for the relevant order through your order account or by sending it to us in writing. You can submit your withdrawal notification through the following channels:

3.3 SHIPMENT PERIOD FOR THE PRODUCT TO BE RETURNED

After your withdrawal notification, you must return the product within 14 days from the date you created your return request.

4) RETURN CONDITIONS
4.1 GENERAL CONDITIONS
  • The product must be in resalable condition and shipped with all its accessories and any gifts, if applicable.
  • Returns may not be accepted if the product shows signs of use, washing, damage, missing parts, or conditions that would prevent return due to hygiene reasons.
  • The return package must include order information or the return request number.
  • The return of products from multiple Sellers may require separate shipments for each Seller. Return instructions will be shown during the return request process.
4.2 DEPRECIATION STATUS

If the product depreciates in value due to use exceeding the limits of normal inspection, the depreciation can be claimed from the consumer to the extent permitted by law.

5) PRODUCTS FOR WHICH THE RIGHT OF WITHDRAWAL CANNOT BE USED

By law, the right of withdrawal cannot be used for certain products. Returns are not accepted in the following cases: 

  • Products prepared in line with the consumer's wishes or personal needs.
  • Products that are perishable or whose expiration date may pass quickly.
  • Products whose packaging, tape, or seal has been opened after delivery and are not suitable for return for health and hygiene reasons.

For products within the scope of health and hygiene, opening the protective packaging, even for testing purposes, results in the loss of the right of withdrawal, and returns will not be accepted if the protective element is opened. This scope may include cosmetics and hygiene products, personal care products, hygiene-sensitive products such as razors and blades, and underwear, depending on the nature of the product. The descriptions on the product page and the product's packaging structure will be taken as a basis for this evaluation.

6) RETURN SHIPPING FEE AND CARRIER
6.1 RETURN WITH THE SPECIFIED CARRIER

If the return is made with the carrier notified to you, the consumer will not be charged a return shipping fee, in accordance with the legislation. 

6.2 ABSENCE OF CARRIER BRANCH

If the carrier notified for the return does not have a branch in your location, a solution will be provided for the product to be picked up from you without requiring additional costs, in accordance with the legislation.

6.3 RETURNS FOR PRODUCTS SHIPPED FROM BONHERRE WAREHOUSE

For returns of orders shipped from Bonherre's warehouse, HepsiJet and Yurtiçi Kargo options may be offered as return carriers. The applicable option will be shown during the return request.

6.4 RETURNS FOR PRODUCTS SHIPPED FROM SELLER WAREHOUSE

For orders shipped from the Seller's warehouse, the return carrier may be determined by the Seller and will be shown during the return request. Seller-specific return instructions and address information will be shared with the return request approval.

Returns of products shipped from the Seller's warehouse must be made directly to the relevant Seller's address. Bonherre is not responsible for delays that may occur for Seller products mistakenly sent to Bonherre's warehouse.

7) REFUND
7.1 REFUND PERIOD

When a return approval is received under the right of withdrawal, the refund will be made within 14 days at the latest. However, for the refund, confirmation that the product has been handed over to the return shipping or that the product has reached our warehouse is awaited.

7.2 REFUND METHOD
  • Payment by card: The refund is made to the card used for payment. The reflection period in the account may vary according to bank procedures.
  • Payment by bank transfer or EFT: You may be asked for IBAN information for the refund, and the refund will be made by bank transfer.
8) ORDER CANCELLATION
8.1 CANCELLATION BEFORE SHIPMENT

You can submit a cancellation request before your order is shipped. Your request will be evaluated according to the preparation status of the order. For cancellation requests, you can write to siparis@bonherre.com.

8.2 AFTER SHIPMENT

After the order has been shipped, instead of a cancellation, the return process under the right of withdrawal will be applied after delivery.

9) EXCHANGE
9.1 EXCHANGE POLICY

Exchanges can be provided depending on the product and stock availability. If an exchange is not possible, you may be asked to return the item and place a new order. You can submit your exchange requests via siparis@bonherre.com.

10) DAMAGED, DEFECTIVE, MISSING, OR WRONG PRODUCT
10.1 NOTIFICATION

If the product arrives damaged, defective, missing, or incorrect, please notify siparis@bonherre.com with your order number, a photo, and a brief description without delay after delivery.

10.2 RESOLUTION

As a result of the examination, the appropriate option among return, exchange, or re-shipment will be applied in accordance with the legislation. In such cases, the return shipping process is managed to prevent any hardship.

11) DISPUTE AND REMEDY METHODS

In case of a dispute, the consumer may apply to consumer arbitration committees. In cases where mediation is a prerequisite before filing a lawsuit, pursuant to Article 73/A of the Law, consumer courts can be applied to after the mediation process.

12) CONTACT
13) EFFECTIVENESS AND UPDATE

This policy is effective from the date of its publication. It may be updated according to changes in legislation and processes. The current text comes into force on the date it is published on the Site.