Refund policy
RETURN & EXCHANGE POLICY
At Tolin, we want you to be satisfied with your purchase. This Return & Exchange Policy applies to orders placed through our online store in Türkiye.
1. RIGHT OF WITHDRAWAL
For eligible distance-sale purchases, you have the statutory right to withdraw from your purchase within 14 days from the date you receive your order, without providing a reason.
You may also request cancellation before the order has been handed over to the carrier.
To exercise your right of withdrawal or request a return, please contact our customer support team within the applicable period.
WhatsApp Support:
+90 552 683 31 98
Support Hours:
Weekdays, 08:30–18:00
2. RETURN CONDITIONS
To be eligible for return, products must be in a condition suitable for return.
Unless otherwise required by applicable consumer law, returned products should:
• Be unused
• Be unwashed
• Be undamaged
• Include their original labels, accessories and packaging where applicable
• Be returned with all components originally supplied with the product
Please take reasonable care of the products while they are in your possession.
3. UNDERWEAR & HYGIENE-SENSITIVE PRODUCTS
For health and hygiene reasons, certain underwear and hygiene-sensitive products cannot be returned or exchanged after protective packaging, seals, tapes, hygiene strips or similar protective elements have been opened or removed, where the product is no longer suitable for return for health or hygiene reasons.
This may include products such as briefs, panties, boxer briefs and similar items that come into direct contact with intimate areas.
If the hygienic protective elements remain intact and the product otherwise meets the return conditions, your statutory consumer rights remain applicable.
This restriction does not limit any rights you may have in relation to defective, damaged, incorrect or non-conforming products.
4. HOW TO REQUEST A RETURN
Before sending a product back, please contact our customer support team and provide:
• Your order number
• The product(s) you wish to return
• The reason for the return, if applicable
• Photos where the product is damaged, defective or incorrect
We will provide you with the appropriate return instructions and carrier information.
After notifying us of your withdrawal, eligible products must be returned within the period required by applicable Turkish consumer law.
For returns made under the statutory right of withdrawal and in accordance with the return instructions and designated return method provided by us, return shipping costs will not be charged to the customer where required by applicable law.
Please do not send products to us without first obtaining return instructions.
5. EXCHANGES
If you wish to exchange an eligible product for another size, colour or product, please contact us.
Exchanges are subject to product availability and the applicable return conditions.
Where a direct exchange cannot be completed, the original product may be returned and refunded, after which a new order can be placed.
6. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If you receive a damaged, defective, incomplete or incorrect product, please contact us as soon as possible.
We may request photographs or other information necessary to review the issue.
Where the product is defective or does not conform to the order, your statutory rights under Turkish consumer protection law remain fully reserved.
Return costs for products confirmed to be defective, damaged or incorrectly supplied will be handled in accordance with applicable law.
7. REFUNDS
Once an eligible return has been processed, the refund will be made using the same payment method used for the original purchase, unless otherwise permitted by law.
Refunds required under the statutory right of withdrawal will be processed within the legal time limits applicable under Turkish consumer law.
Where applicable, payments subject to refund, including delivery charges required to be refunded by law, will be returned without imposing an additional cost on the customer.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
8. ORDER CANCELLATION
If your order has not yet been handed over to the carrier, you may request cancellation by contacting our customer support team.
Once an order has been shipped, cancellation may no longer be possible and the return procedure may need to be followed instead.
9. CONTACT
For return, exchange or cancellation requests:
WhatsApp:
+90 552 683 31 98
Support Hours:
Weekdays, 08:30–18:00
TOLİN TEKSTİL TİCARET LİMİTED ŞİRKETİ
This policy does not restrict any mandatory rights granted to consumers under applicable Turkish consumer protection legislation.