Cancellation and Refund Conditions
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Customer satisfaction is the top priority for SUMRA. Should you not be satisfied with the products you have purchased, you may return or exchange them under the conditions set out below.
Right of Withdrawal and Return Period
In accordance with the Distance Sales Agreement, you have the right to return the products you have received within 14 days from the date of delivery. Before initiating the return process, you must create a return request by emailing info@sumra.com.tr or by writing to our WhatsApp line (0850 305 01 63). Unauthorized returns will not be accepted. Products must be returned unused, undamaged, and in their original packaging, complete with all labels and accessories.
Exchange
Product exchanges are available. You may submit your exchange request within 14 days from the order date; exchange transactions are carried out subject to stock availability. For exchange requests, it is sufficient to write to info@sumra.com.tr or contact us via our WhatsApp line.
Products Excluded from Return and Exchange
Returns or exchanges will not be accepted in the following cases:
Personalized, handmade, or custom-made products (e.g., custom-sized bracelets, engraved jewelry)
Used, worn, or products with damaged original packaging
Products that are not suitable for resale due to hygiene reasons
Return Shipping Fee
The return shipping fee is the responsibility of the customer. If the product is defective or sent incorrectly, the return shipping fee will be covered by us. The customer is responsible for ensuring the shipment reaches us undamaged; it is strongly recommended to obtain a tracking number when sending a return.
Refund Process
Once the product reaches us and is inspected, if it meets the return criteria, the product cost will be refunded within 14 business days according to your original payment method. The shipping fee is not included in the refund. For orders placed with cash on delivery, only the product price is refunded; payment service fees or shipping costs are not refunded.
Important Notes
It is mandatory to create a request with us before any return or exchange process. Please remember to include your order number along with the product for returns/exchanges. In case of damage during shipment, you must have a report drawn up with the courier while receiving the package.
Contact
You can contact us for any questions regarding returns or exchanges:
E-mail: info@sumra.com.tr
WhatsApp: 0850 305 01 63
Address: Kumbaşı Mah. 30 Sk. No:4/A D:10 Altınordu / ORDU