RETURN & EXCHANGE POLICY

İdex Dış Ticaret Limited Şirketi – Nurly Brand

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1. General Information

This return and exchange policy applies to the online sales of the Nurly brand operated by İdex Dış Ticaret Limited Şirketi.
All purchased products are processed in accordance with the Law No. 6502 on the Protection of Consumers and the related Regulation on Distance Contracts.

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2. Right of Withdrawal (for Standard Products)

The buyer may exercise the right of withdrawal within 14 days for standard products received.

Contact for withdrawal requests:
📩 destek@nurly.com.tr

For the right of withdrawal to be valid:

• The product must be unused

• The original packaging must not be damaged

• It must be returned together with the invoice

• The product must be in resalable condition

Return shipping costs belong to the buyer.
If the product is defective, all costs are covered by the seller.

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3. No Returns for Personalized Products

The right of withdrawal does not apply by law to the following products:

• Products specially prepared at the request of the buyer

• Products with added name / date / custom text

• Products with custom colors, combinations, or customized designs

• Frames produced with custom measurements outside the standard sizes

These products are considered personalized production and cannot be returned.

(Based on Article 15 of the Law No. 6502 on the Protection of Consumers)

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4. Return Conditions for Large Size (XL) Products

Large-size frames such as 140×70 cm fall into the “XL” category according to courier companies.
Returns/exchanges are possible in case of damage; however:

• A damage report must be prepared with the courier staff at the time of delivery.

• Damage notifications without a report may not be accepted by courier companies.

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5. Returns / Exchanges for Defective Products

In the following situations, the buyer is justified and all costs belong to the seller:

• The product arrives broken / cracked / with defective printing

• The wrong product is sent

• The product does not match the features shown in the visuals

The buyer may request a refund, product exchange, or repair.

Notifications should be sent to:
📩 destek@nurly.com.tr

Required information:

• Order number

• Clear photos of the damaged area

• Photos of the box and packaging

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6. Return Process

• The buyer must submit the return request in writing.

• The product is inspected once it reaches the seller.

• If approved, the payment is refunded within 14 days through the original payment method.

• Due to bank procedures, the refund may take 2–7 business days to appear on the card.

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7. Exchange Policy

• Exchanges are possible for standard products.

• Exchange shipping costs belong to the buyer.

• Personalized or custom-size products cannot be exchanged.

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8. Packaging and Return Shipment

During the return shipment:

• The product must be packaged securely to prevent breakage

• Original box should be used if possible

• Adding a “fragile” label is recommended

The seller is not responsible for damages caused by improper packaging.

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9. Incorrect Address / Undeliverable Packages

If incorrect address information is provided or the buyer is not present at the address:

• If the package is returned, the reshipping fee belongs to the buyer

• The seller is not responsible for delays resulting from these situations

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10. Contact

For all questions regarding returns or exchanges:
📞 +90 212 877 0269
📩 destek@nurly.com.tr