Return Policy
Returns Made Simple
We want your experience with Elaves to be smooth and transparent. Here you can learn about return rights, exchange conditions, and the steps to start a request.
Current as of 12 Dec 2023
This Return Policy has been prepared to inform customers about the return, withdrawal, and exchange processes for Elaves products.
When an order is placed via elaves.com, the "Buyer" is deemed to have read, understood, and accepted the Pre-Information Form and The Distance Sales Agreement.
The "Buyer" is subject to the provisions of Law No. 6502 on the Protection of Consumers and the regulations governing distance contracts with respect to the purchased product.
1. Scope
This policy explains the conditions for product returns and exchanges for distance sales made through Elaves (website, e-commerce platforms, etc.) and purchases made through Elaves authorized sales channels, without prejudice to the rules of the relevant sales channel.
2. Right of Withdrawal for Distance Sales (No-Questions-Asked Return)
In distance sales, consumers have the legal right of withdrawal and may request a return within this scope. The withdrawal period starts on the day the product is received and is 14 days. Within this period, the consumer may return the product without providing any reason.
For your withdrawal request to be accepted:
- The product must be sent together with its original box and all accessories.
- The product and all contents must be complete.
- There must be no wear or damage resulting from use.
- For hygiene and safety reasons, the product must be clean and in resalable condition.
Note: Opening the product box alone is not a reason for rejecting a return; however, the return may not be accepted if the product shows signs of use or if any parts are missing.
3. Situations That May Fall Outside the Scope of the Right of Withdrawal
In the following cases, the return/exchange process may vary depending on the sales channel and the nature of the product:
- Damage caused by the consumer, such as impact, liquid contact, or improper use,
- Damage to the product box/packaging.
4. Technical Issues and Defective Product Cases
In cases such as connection drops, charging issues, audio issues, or pairing with the Elaves app, we aim to review the product and provide a solution as quickly as possible.
When you report a technical issue:
- First, we support you with a short checklist and setup steps.
- If necessary, we may request the product for inspection and then initiate the process for repair, replacement, or return in order.
- If the inspection shows the issue is manufacturing-related, we proceed in line with your rights under applicable legislation.
5. How to Start a Return Request
To initiate your return request, please share the following information with us via [email protected]:
- Sales channel where the product was purchased:
- Order number:
- Full name:
- Mobile phone number:
- Reason for return:
- Date the product was received:
- Invoice date:
- Full address:
After we receive your request, we will inform you in writing of the return/exchange steps.
6. Shipping and Packaging
To prevent damage to the product and its box, please do not hand the product box directly to the courier. We kindly ask you to place the box inside protective packaging and hand it to the courier in that condition.
For any damage that may occur during shipping, we recommend checking the package upon delivery and requesting an official damage report (delivery record) if any damage is observed.
7. When Is the Refund Processed?
After the return is approved, the payment is refunded via the same payment method used for the order.
Depending on your bank, the time it takes for the refund to reflect in your account may vary.
If a campaign/discount/coupon was used, the refund amount may be updated based on the order total and the campaign conditions.
8. Exchange Policy
- Exchanges may be made for the same product depending on stock availability.
- For exchange requests, the product is expected to be sent complete and in its original packaging.
- For technical faults, the exchange process may be accelerated depending on the inspection result.
9. Priority by Sales Channel
For purchases made through online marketplaces such as Hepsiburada, Trendyol, etc., return and exchange processes are handled according to the rules of the relevant platform. As the Elaves team, we support you at every step.
10. Contact
You can reach us via the following channels for your return/exchange requests:
- Email: [email protected]
- WhatsApp Support Line: +90 543 435 08 18
- Support Center: +90 850 885 08 18
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