Refund policy

Last updated: July 24, 2026

This policy explains the cancellation, right of withdrawal, return, exchange, and refund processes for purchases from ZUPEZ. Your mandatory rights under consumer protection law remain unaffected.

1. Order cancellation

For orders that have not entered production, send your cancellation request with your order number to merhaba@zupez.store as soon as possible. Cancellation may no longer be possible after production of a personalized product has begun.

2. Products eligible for the right of withdrawal

For non-personalized, ready-made products that are suitable for resale, consumers may exercise the right of withdrawal without giving a reason within 14 days from the date of delivery. Notice must be given by email or another durable medium accepted under applicable law. Notice by phone alone is not sufficient.

The product must be unused, not applied to fabric, uncut, and in a condition suitable for resale, together with its packaging and all components, if any. Following notice of withdrawal, the product must be returned within the period specified by applicable law.

3. Personalized products

Under Türkiye's Distance Contracts Regulation, the right of withdrawal does not apply to products made according to the consumer's requests or personal needs, including products customized by name, size, color, model, text, uploaded image, length, or another personalization choice. Cancellation requests received before production begins will be considered where possible.

This exception does not remove the consumer's statutory remedies for incorrect, incomplete, damaged, or defective products.

4. Incorrect, incomplete, damaged, or defective products

Inspect your order upon delivery. If the product is incorrect, the quantity is incomplete, or there is shipping damage or a production defect, contact us before applying or using the product and include your order number and photographs showing the issue. Following review, we will offer the appropriate remedy under applicable law, which may include repair, reproduction, replacement, price reduction, or refund.

5. Return process

Email merhaba@zupez.store with your order number, request, and photographs where applicable.
Wait for return approval, the return address, and carrier instructions. Products sent without approval may delay the process.
Pack the product securely and send it using the method provided to you.

Where the statutory right of withdrawal applies, the consumer will not be charged return shipping costs when the return is sent in accordance with the instructions in this policy.

6. Refunds

The returned product will be inspected upon arrival and the outcome will be communicated by email. Where the right of withdrawal has been properly exercised, payments received will be refunded within the statutory period after the notice of withdrawal reaches us and using a method appropriate to the original means of payment. The time taken by a bank or payment provider to post the amount to your account may vary.

7. Exchanges

Submit your exchange request with your order number. Non-personalized products eligible for exchange will be handled subject to stock availability. For personalized products, a remedy is offered under applicable statutory rights only in cases such as production error, incorrect product, or defective delivery.