VELILA DELIVERY AND RETURN POLICY

VELILA DELIVERY AND RETURN POLICY

1. Scope

This policy regulates the delivery conditions, return/exchange processes, and right of withdrawal for orders placed through velila.com.tr.

2. Delivery

2.1. Delivery Regions and Times
Delivery will be made to the address selected during the order process within the times specified on the relevant product page/payment step. Estimated delivery time may vary depending on the address, workload, public holidays, and logistical conditions.

2.2. Delivery Fee
Shipping/courier fees (if any) are shown separately during the order. Free shipping/delivery may be applied during campaign periods.

2.3. Inspection Upon Delivery
We recommend checking the package upon delivery and having a delivery report prepared in cases of dents, tears, wetness, breakage/damage. If a damaged product is accepted, the process of proving the damage can become more difficult.

2.4. Unreachable Recipient
If the recipient/person at the address cannot be found at the time of delivery, redelivery or branch pickup processes may be applied according to cargo/courier procedures.

3. Return / Exchange / Right of Withdrawal

3.1. Right of Withdrawal (for General Products)
In distance sales, consumers can exercise their right of withdrawal within 14 days from the date of receiving the product. For the right of withdrawal to be exercised, the product must retain its resaleable quality (unused, undamaged, complete).

3.2. Products Excluded from the Right of Withdrawal (Important)
By law, the right of withdrawal cannot be exercised for some products. For example:

  • Products custom-made/prepared for a specific person

  • Products that are likely to deteriorate quickly or expire
    (flowers, live/perishable products, food-like products, etc.)

  • Unsealed hygienic products (depending on product type)

  • Products that are mixed with other products after delivery and cannot be separated

If Velila's product range includes "perishable/flowers," this article is critical for operations. It would be good to clearly state "exception to the right of withdrawal" on the product pages as well.

3.3. Method of Return Application
You can submit your return/withdrawal request through the following channels:

  • Email: [destek@…]

  • Return form/link: [•]

  • Phone: [•]
    Please include your order number and contact information in your request.

3.4. Return Shipping Process

  • The product to be returned must be sent with its original box/packaging, all accessories if any, and its invoice/delivery note.

  • Who will cover the shipping cost is evaluated according to legislation and processes, differentiating between the right of withdrawal and defective products. (For defective/wrong products, the shipping cost will be borne by the seller.)

3.5. Refund
When the return is approved, the product price will be refunded within the statutory periods in accordance with the payment method. The reflection period in your account may vary depending on banking/payment institution processes.

4. Defective / Faulty Product

In case of suspicion of a wrong product, missing part, or manufacturing defect, you are requested to apply to the [•] channel, if possible, with photo/video records of the product. Based on the inspection result, options for exchange/repair/refund will be applied.

5. Contact

For delivery and return processes: [contact email/phone/address]