CONSUMER RIGHTS, CANCELLATION, AND RETURN CONDITIONS
1. GENERAL PROVISIONS
By placing an order through our website, the buyer confirms that they have read and accepted the pre-contract information, this Cancellation and Return Policy, and the applicable Distance Sales Agreement.
Orders are governed by Law No. 6502 on Consumer Protection, the Turkish Distance Contracts Regulation, and any mandatory consumer protection laws applicable in the buyer’s country of residence.
Nothing in this policy limits or excludes any mandatory statutory rights available to the buyer.
2. SELLER INFORMATION
Company/Trade Name: Dear Deer – Gökhan Aydıner
Address: Meşrutiyet Mah. Elhan Sok. No: 21/10, Şişli, Istanbul, Türkiye
Email: [email protected]
Telephone: +90 542 467 94 57
3. PAYMENT
Payments may be made using the payment methods displayed during checkout.
For online card payments, the purchase amount will be charged after the order is completed. The buyer is responsible for ensuring that the payment and billing information provided is accurate and that they are authorised to use the selected payment method.
If payment is not completed, is cancelled, or is reversed by the relevant bank or payment provider, Dear Deer is not obliged to dispatch the order.
4. DELIVERY
Orders will be delivered to the person or organisation at the delivery address provided by the buyer.
Unless otherwise agreed, orders will be dispatched and delivered within the estimated timeframe shown during checkout and, in any event, within the maximum period required by applicable law.
The buyer is responsible for providing complete and accurate delivery information. Dear Deer cannot be held responsible for delays or additional costs caused by incorrect or incomplete information provided by the buyer.
If delivery becomes impossible, Dear Deer will notify the buyer and refund the amount paid within 14 days, unless the buyer agrees to an alternative product or a later delivery date.
Delivery estimates may be affected by circumstances outside our reasonable control, including customs procedures, transportation disruptions, adverse weather conditions, public holidays, or force majeure events.
5. INSPECTION UPON DELIVERY
The buyer should inspect the parcel upon delivery. If the parcel is visibly damaged, opened, or incomplete, the buyer should, where possible, request a damage report from the carrier and contact Dear Deer promptly.
Accepting the parcel without a damage report does not remove any mandatory legal rights relating to hidden defects, incorrect products, or defects that could not reasonably have been identified at the time of delivery.
6. RIGHT OF WITHDRAWAL
The buyer may withdraw from an eligible distance sales agreement without giving any reason within 14 days of receiving the product.
For orders containing multiple products delivered separately, the withdrawal period begins on the date the final product is received.
To exercise the right of withdrawal, the buyer must send a clear written statement within the 14-day period to:
Email: [email protected]
The notification should include the buyer’s name, order number, the product being returned, and the reason for the return, if the buyer wishes to provide one.
After notifying Dear Deer, the buyer must return the product within the period required by the applicable consumer legislation.
7. CONDITION OF RETURNED PRODUCTS
Returned products must be:
Unworn, except for trying on as reasonably necessary to assess size and fit
Unwashed and unaltered
Free from stains, odours, perfume, deodorant, makeup, hair, or other signs of use
Returned with their original tags, packaging, and accessories, where applicable
The buyer may inspect and try on a product only to the extent reasonably necessary to determine its nature, characteristics, and fit.
If the product has been handled or used beyond what is reasonably necessary and its value has decreased as a result, Dear Deer may make an appropriate deduction from the refund where permitted by applicable law.
Removing or damaging packaging alone will not automatically invalidate a statutory withdrawal right unless the product falls within a legally recognised hygiene or sealed-goods exception.
8. RETURN SHIPPING COSTS
International orders
For international orders, the direct return shipping costs for non-faulty products are the responsibility of the buyer. This includes returns made because of size, fit, colour, style, personal preference, or a change of mind.
The buyer may use a carrier of their choice unless Dear Deer provides specific return instructions. We strongly recommend using a tracked and insured shipping service. The buyer is responsible for the returned parcel until it is delivered to Dear Deer or the designated return address.
If a product is faulty, damaged, or different from the product ordered, Dear Deer will cover the reasonable return shipping costs. The buyer must contact Dear Deer before shipping such a product so that return instructions can be provided.
Orders delivered within Türkiye
For orders delivered within Türkiye, return shipping procedures and costs will be handled in accordance with Turkish consumer legislation.
Where Dear Deer provides a designated return carrier, the buyer must follow the return instructions and use that carrier. If the buyer chooses a different carrier without prior agreement, any additional shipping costs may be the buyer’s responsibility to the extent permitted by law.
9. REFUNDS
Once a valid withdrawal request has been received, refunds will be processed within 14 days in accordance with applicable consumer legislation.
Where legally permitted, Dear Deer may withhold the refund until the returned product has been received or the buyer provides evidence that the product has been shipped, whichever occurs first.
Refunds will be issued to the original payment method. The time required for the refunded amount to appear in the buyer’s account may vary depending on the bank or payment provider.
When the entire order is returned under a statutory right of withdrawal, the original standard delivery cost will be refunded where required by applicable law. Additional costs resulting from the buyer’s choice of an expedited or premium delivery method will not be refunded beyond the cost of standard delivery.
If only part of an order is returned, the original delivery charge will not be refunded unless required by applicable law.
Customs duties, import taxes, brokerage fees, and similar charges collected directly by customs authorities or third parties are outside Dear Deer’s control. Their refund will be subject to the rules of the relevant authority and applicable law.
10. EXCHANGES
Exchange requests must be submitted within 14 days of delivery.
Exchanges are subject to product and size availability. If the requested product is unavailable, the buyer may choose another available product or request a refund in accordance with this policy.
For international exchanges involving non-faulty products, the cost of returning the original product and shipping the replacement product is the buyer’s responsibility, unless otherwise agreed in writing.
For products that are faulty, damaged, or incorrectly shipped, Dear Deer will cover the reasonable exchange-related shipping costs.
11. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If a product arrives faulty, damaged, or different from the product ordered, the buyer should contact Dear Deer promptly and provide the order number, a description of the issue, and clear photographs where reasonably possible.
Dear Deer will assess the issue and provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, a price reduction, or a refund.
The buyer will not be charged return shipping costs for products confirmed to be faulty, damaged, or incorrectly shipped.
This section does not limit the buyer’s statutory rights regarding defective or non-conforming goods.
12. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
Unless otherwise required by applicable law, the right of withdrawal does not apply to:
Products made to the buyer’s specifications or clearly personalised
Products altered or customised at the buyer’s request
Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been opened
Underwear and swimwear where the protective seal or hygiene strip has been removed or damaged
Products that, due to their nature, become inseparably mixed with other items after delivery
Products that deteriorate rapidly or have a limited expiration period
Digital content supplied immediately with the buyer’s prior express consent and acknowledgement of the loss of the withdrawal right
Services fully performed with the buyer’s prior express consent before the withdrawal period expires
A product is not considered personalised merely because the buyer selected a standard size or colour offered on the website.
13. UNAUTHORISED PAYMENT TRANSACTIONS
If it is determined after delivery that the order was paid for using a payment method without the cardholder’s or account holder’s authorisation, the matter will be handled in accordance with the applicable banking, payment services, fraud prevention, and consumer protection legislation.
The buyer must cooperate reasonably with Dear Deer, the bank, and the payment provider during any investigation.
14. PROMOTIONS AND DISCOUNTS
If the return of one or more products causes an order to no longer meet the conditions of a promotion, bundle offer, or minimum-spend discount, the refund may be recalculated based on the products retained by the buyer.
Any deduction will be clearly explained and applied only to the extent permitted by applicable law.
15. GOVERNING LAW
This policy is governed by the laws of the Republic of Türkiye.
However, if the buyer is a consumer residing in another country, this choice of law does not deprive the buyer of any mandatory consumer protection rights provided by the laws of their country of residence.
16. CONTACT
For cancellation, return, exchange, or refund requests, please contact:
Email: [email protected]
Telephone: +90 542 467 94 57