Withdrawal & Return Policies

Cancellation and Refund Conditions

Exercise of the Right of Withdrawal and Return Procedure
Products that meet the return conditions must be packaged securely in their original packaging and sent to the return address below, along with the accompanying invoice/delivery note, within 14 business days from the date of receiving the cargo.
Address: Küçükbakkalköy Neighborhood Selvili Street No:4/20 Ataşehir / Istanbul
For purchases made on behalf of the company, a "product return invoice" must be submitted for the return or exchange of a product for a different product. Products without a return invoice will not be accepted.
Information on the Exercise of the Right of Withdrawal:
1. In accordance with Consumer Protection Law No. 6502 and the Distance Contracts Regulation, the buyer may return the purchased product within 14 (fourteen) days of the delivery date, without assuming any legal or criminal liability and without providing any justification. However, for some purchased products to be returned due to hygienic and technical specifications, the package or wrapping must be unopened and therefore unused. Such products can only be returned with their original packaging. Please carefully read the sales page for each product's return procedure.
2. For the free return and/or exchange of the purchased product, the specified contracted shipping company must be used. Otherwise, the return shipping fee will be deducted from the refunded amount.
3. Notice of the right of withdrawal and other notices related to the Agreement will be sent via our email address and/or the communication channels specified on the website. To exercise the right of withdrawal, the Seller must be notified within the timeframe in accordance with the provisions of the legislation and the withdrawal option on the website.
4. According to the Consumer Law, the right of withdrawal cannot be exercised in the following cases:
a) Contracts for goods or services whose prices change depending on fluctuations in financial markets and are not under the seller's control (items in the jewelry, gold and silver category)
b) Contracts for the delivery of goods that are prepared in line with the consumer's wishes or clearly in line with his personal needs, are not suitable for return due to their nature, are in danger of deterioration or have a possibility of expiry.
c) In contracts regarding the delivery of goods whose protective elements such as packaging, tape, seal, package have been opened after delivery; the return of which is not suitable for health and hygiene reasons.
d) Contracts concerning goods that are mixed with other products after delivery and cannot be separated due to their nature.
e) Contracts regarding books, audio or video recordings, software programs and computer consumables offered in material form, provided that the protective elements such as packaging, tape, seal, package are opened by the consumer.
f) Contracts regarding the delivery of periodicals such as newspapers and magazines, other than those provided within the scope of the subscription contract.
g) Contracts regarding accommodation, goods transportation, car rental, food and beverage supply and the evaluation of free time for entertainment or rest, which must be made on a specific date or period.
h) Contracts regarding the performance of services related to betting and lottery
i) Contracts regarding services that begin to be performed with the consumer's approval before the expiration of the right of withdrawal period.
i) In contracts concerning services performed instantly in electronic environment and intangible goods delivered instantly to the consumer, and in cases where the goods/services subject to the contract consist of goods/services that are excluded from the scope of application of the Distance Contracts Regulation (foodstuffs, beverages or other daily consumption items delivered to the buyer's home through regular deliveries of the seller and services in areas such as travel, accommodation, restaurant business, entertainment sector), the right of withdrawal cannot be exercised due to the fact that the provisions of the Distance Contracts Regulation do not apply to the legal relationship between the Buyer and the Seller.
Information on the Return Process:
How long does the buyer have to return the item?
The Buyer may exercise their right to return the product by submitting their return request in writing to our e-mail address (info@jorgenskennel.com) within 14 days of receiving the product. The product must be returned complete and undamaged, along with its invoice/delivery note, the product box, packaging, standard accessories (if any), and any other gift items sent with the product, all placed in a single package. The product price will be refunded to the Buyer's card upon receipt of the product in its complete and undamaged condition. However, returns for products that are not in their original condition, damaged, damaged, or in violation of the special return conditions of the relevant products will not be accepted, and the price of these products will not be refunded.
How can I return the product if it's damaged, missing, or different from what was advertised? According to legislation, the buyer is not responsible for any changes or damage that occur within the withdrawal period (14 days from the delivery date for transactions related to the sale of goods, and 14 days from the date of purchase for transactions related to the sale of services) provided that the product is used in accordance with its operation, specifications, and usage instructions. The buyer will be responsible for any damage caused by abnormal use, and in such cases, the seller may not approve the return.
The products will be delivered to you by a contracted private courier company. If you detect any visible damage, impact, or breakage on the product or its packaging, you must have the courier prepare a damage report. Couriers are required to keep a report on damaged items. If you do not, you must immediately report any such damage to us.
In cases where the courier officer does not issue a document, report or record, you can return the product to the officer without taking delivery or collect it after checking it at the courier branch.
If you don't have a damage assessment document prepared, it won't be possible to prove that the problem with the product is caused by the seller or the courier. Therefore, you must have a report prepared.
If there is any noticeable damage, impact or breakage on the courier package or product, you must have the cargo officer prepare a damage assessment report.
You can return the product to the delivery person at your door without taking delivery by having a report made. If your product is missing, defective, faulty, damaged, or different from what was described, you can exercise your right to return it.
How many types of refund procedures are there?
– I returned the product to the courier without receiving it.
For this option, simply fill out the return request form. You can access the return form from the return/cancellation option on your "My Orders" page.
– I handed over the product to a private courier company to send it to the Seller.
If you returned the product to the store, please fill out the return request form. You can enter the tracking number you received from the courier company into the request form.
– I haven't sent it yet, I want to start the return process.
You can request a return via the e-mail address provided on our website and send the product free of charge via a contracted cargo company or request that the product be collected from you.
How should I send the product I want to return?
The product must be packaged in the same way it was packaged upon arrival, or in an equivalent manner, and returned to the seller's invoice address by completing the product return form with the courier company that arrives to collect the product. Returns of specially packaged or boxed products will only be accepted in the same condition as shipped.
I damaged the product packaging, can I still return it?
According to legislation, a decrease in the product's value or a reason that makes return impossible does not preclude exercising the right of withdrawal. However, if the decrease in the product's value or the impossibility of return is due to the buyer's fault, the buyer must compensate for the product's value or the decrease in its value. In this case, the seller may take legal action against the buyer to compensate for the decrease in the product's value or reject the return. To avoid such a situation, please carefully read the descriptions on the relevant product's sales listing page.
I requested a refund, where can I track it?
You can track your return request from the Current Order page in the My Account menu or by contacting the e-mail address provided on our website.
When will the refund be made?
Once we receive the product, complete and packaged as requested, the refund will be processed by your bank within 14 business days. Depending on bank processes and practices, it can take an average of 3-5 business days for the refund to be reflected on credit and debit cards. The cost of the returned product will be credited to your account as a positive balance. If you paid for the product with your order, the shipping fee will also be credited with the refund.
Can I get another product instead of a refund?
Once you submit your change request to us, a decision will be made individually based on each current situation.
Will the refund be made in installments? When will my card limit be unlocked?
The refund will be made in full. Your card limit will be increased by the amount of the refund. Payments made in installments will be refunded in full in one go, but due to bank processes, the refund may only be accounted for in the month in which the installments were made. Therefore, even though the entire refund was made in one go, you may still see a positive or negative balance on your account statement for the month in which the installments were made. Please contact your bank for more information.