You can exchange the product you purchased from our website, unused and unopened, from our stores within fourteen (14) days from the delivery date, or return it directly to the e-commerce warehouse via the e-commerce system;
For returns made with Yurtiçi Kargo, you can use the current code ''.....'' and send it to Yurtiçi Logistics address.
Fill in the section at the bottom of the document sent with your order and place the document and the products you want to return in the box/bag sent to you from DUOACTIVE Products must be returned in their original packaging and undamaged, together with the DUOACTIVE Order Information Receipt (replacing the delivery note). Gifts and accessories delivered with the product must also be sent with the return. In cases where the packaging of the products is unopened and sent with a gift and all accessories;
The product/products evaluated within the framework of the 14-day right of withdrawal will be directly refunded, and the products will be returned to you within 7 days after they reach the warehouse, in accordance with the payment instrument you used when making the purchase.
If your request for a return exceeding the legal limit of 14 days is justified, the payments for the returned product will be returned to you within 7 days after the products reach the warehouse, in accordance with the payment instrument you used when making the purchase.
“Product return requests exceeding the 14-day right of withdrawal period” can only be made if E-commerce Customer Relations Management approves.
The buyer or the third party receiving the order can also learn the procedure to follow in case they encounter an unusual situation mentioned above, at [email protected] or by calling DUOACTIVE Customer Services at 0 850 307 70 59.
Reasons for the Right of Withdrawal included in the Return Form
Wrong Product Selection
Color Change
Choosing Wrong Size
Change of Mind
Other
How can I exchange products from stores?
You can exchange/partial exchange (all or part of the products included in the invoice) from any of our stores within fourteen (14) days from the date of delivery of the product you purchased from our website, without using it and in its unopened packaging. Exchanges/partial exchanges cannot be made via the website, only returns can be made.
When making an exchange in our stores, invoice information will automatically appear on the cash register screen from the barcode field on the "Information Receipt/Delivery Note". For this reason, in exchange requests made in stores, it is mandatory to have the "Order Information Receipt" (which replaces the delivery note) that comes with the order.
When changing products, the general discount or campaign conditions on the invoice are distributed to the product details and the change is made. For example; If a 30% discount has been applied to the total invoice, the prices of the product(s) to be replaced will be deducted from the amount of the new product to be purchased, based on the discounted price at the time of purchase. The campaign/discount conditions appearing on some products on the invoice date may have changed on the change date. Here, the prices and campaign conditions currently defined in the DUOACTIVE checkout system are valid. In summary, the prices on the receipt-invoice are required for the products that are requested to be exchanged (along with the campaigns and discounts), and the current prices and campaigns are required for the products that will be purchased new through the exchange process.
During the exchange process, if a product is selected at a price lower than the value of the product subject to exchange, the difference cannot be paid to the customer (cash/credit card). For this reason, care should be taken to select the product appropriate to the value of the product to be replaced.
ATTENTION
Before receiving the packages that you think have been damaged during shipment, open and check them in front of the cargo company representative. If there is any damage to the product, do not take delivery of the product by keeping a report with the cargo company. Please remember that if you do not keep a report, you accept that the cargo company has fully fulfilled its duty after the product is received.
Personalized items cannot be returned.
Gifts can be returned along with the delivery note, according to the instructions you can find below.
For products that are requested to be returned after the right of withdrawal period of 14 (fourteen) days and comply with the return procedure, the shipping fee will be deducted when making the return. Some products constitute an exception to the right of withdrawal in accordance with Article 15 of the Distance Contracts Regulation. Although most of the products sold on duoactive.com are exempt from the right of withdrawal due to the following reasons, DUOACTIVE allows the right of withdrawal to be exercised for all products whose packaging is intact and whose resalability is not a problem.
The relevant law article has been included as an annex to this agreement. Click for the full list. Sample Definitions for Products Exempt from the Right of
Withdrawal: Contracts regarding goods prepared in line with the wishes or personal needs of the consumer. Contracts for the delivery of goods that are perishable or may expire quickly.
Goods whose protective elements such as packaging, tape, seal, package have been opened after delivery; Contracts regarding the delivery of those whose return is not suitable in terms of health and hygiene.
We would especially like to point out that, as explained above, exercising the right of withdrawal in cosmetic products is subject to the condition that the packaging of the product is unopened, intact and the product is unused.
APPENDIX:1 / 6502 Distance Contracts Regulation No. 29188 dated 7 November 2014 published in accordance with the Law on Consumer Protection –
Article 15 – Complete List of Goods/Services for which the Right of Withdrawal cannot be Exercised
a) Contracts regarding goods or services whose prices change depending on fluctuations in financial markets and are not under the control of the seller or provider.
b) Contracts regarding goods prepared in line with the wishes or personal needs of the consumer.
c) Contracts for the delivery of goods that can quickly deteriorate or expire.
d) Goods whose protective elements such as packaging, tape, seal, package have been opened after delivery; Contracts regarding the delivery of those whose return is not suitable in terms of health and hygiene.
d) Contracts regarding goods that are mixed with other products after delivery and cannot be separated due to their nature.
e) Contracts regarding books, digital content and computer consumables presented in tangible form, provided that the protective elements such as packaging, tape, seal and package have been opened after the delivery of the goods.
f) Contracts regarding the delivery of periodicals such as newspapers and magazines, other than those provided within the scope of the subscription agreement.
g) Contracts regarding accommodation, goods transportation, car rental, food and beverage supply and utilization of free time for entertainment or recreation purposes, which must be made on a certain date or period.
g) Contracts regarding services performed instantly in electronic environment or intangible goods delivered instantly to the consumer.
h) Contracts regarding services whose performance begins with the approval of the consumer before the right of withdrawal expires.
i) Personal care products/Cosmetics whose packaging has been opened after delivery