Frequently Asked Questions on Returns and Exchanges — CHELEBI
We strive to ensure your complete satisfaction with every purchase. If you are not fully satisfied with your order, you may request a return or exchange under the following conditions:
1. How can I start a return?
To initiate a return, please contact our customer support team or log into your account on our website, select the relevant order, and begin the return process.
2. What is the return period?
You may return an item within 14 days of receipt, provided that it:
— Has not been used,
— Is in its original packaging with tags and seals intact,
— Is in a resalable condition,
— Includes all accompanying documents and proof of purchase.
3. Do I need to return free gifts or accessories?
Yes, any free or additional items received with the product must also be returned.
4. Can I return an item after 14 days?
If a defect or malfunction is identified, the product can be returned within the warranty period, even after 14 days.
5. How long does the return process take?
Return processing time may vary depending on the product type, return method, and buyer’s location. Once the request is submitted, you can track the return status in your account.
6. What are the refund timeframes?
• For card payments – funds are returned to your account within 14 business days after return approval.
• For cash payments – bank details will be requested, and the refund will be processed within 14 business days after return approval.
7. What return options are available?
Returns can be made in-store or via courier/postal service (with prior coordination).
8. How do product exchanges work?
Exchanges are available if a similar item is in stock. If not, a refund will be issued.
All exchanges made within 14 days of purchase are free of charge for delivery.
9. What if I received the wrong, damaged, or defective item?
Contact our support team or initiate a return through your account. We can offer a replacement, repair, or refund.
10. Can I cancel my return request?
Yes, you may cancel the return request as long as the item hasn’t been handed over to the courier.
11. What documents are required for a return?
A receipt and, if applicable, a warranty card must be provided.
12. Which items are non-returnable?
As per applicable laws and sales terms, the following cannot be returned unless defective:
— Personalized or custom-made items,
— Opened cosmetic, hygiene, or intimate products,
— Items marked as “non-returnable.”
13. Who pays return shipping for voluntary returns (not due to defect, wrong item, or non-conformity)?
In such cases, return shipping costs are borne by the customer.
Additional Questions:
14. Can the seller inspect the condition of the returned item?
Yes, the seller reserves the right to inspect the condition of the returned product. If signs of use, damage, missing parts, or other violations of the return conditions are found, the return may be refused.
15. What is the time limit for submitting quality-related claims?
Claims regarding product quality are accepted within the warranty period, and also during the 14-day return window for non-defective products. After the warranty period has expired, claims will not be accepted.
16. What happens in case of force majeure?
The seller is not responsible for any delays in return or exchange caused by force majeure circumstances (natural disasters, disruptions in postal or courier services, etc.).
17. What is the refund procedure?
Refunds are processed after the returned item is received and inspected by the seller. The time required for the refund depends on the bank and payment system and may take up to 14 business days after the return is approved.
18. What does agreeing to the return and exchange policy mean?
By placing an order, the buyer confirms that they have read and agreed to the terms of this Return and Exchange Policy.