DERISTOK
RETURN AND EXCHANGE POLICY
1. SCOPE AND DEFINITIONS
1.1. This Return and Exchange Policy covers online shopping conducted through www.deristok.com website operated by Anaeli Sağlık ve Eğitim Hiz. Tic. Ltd. Şti., as well as in-store purchases made at Deristok store and branch locations.
1.2. For purchases made by customers with consumer status through www.deristok.com, the provisions of Law No. 6502 on Consumer Protection and the Distance Contracts Regulation apply. For in-store sales, general provisions and practices determined within this policy apply, rather than distance contract provisions.
1.3. Leather products refer to shoes, bags, wallets, belts, jackets, coats, leather accessories and similar items made from genuine leather. Due to the natural material structure of these products, they may vary in color tone, texture, pores, and minor marks. These characteristics are not defects but natural leather properties.
2. RETURN AND WITHDRAWAL RIGHTS FOR ONLINE PURCHASES
2.1. For distance sales conducted through www.deristok.com, the Buyer with consumer status may exercise the right to withdraw within 14 (fourteen) days from the date of product receipt without providing any reason and without incurring any penalty.
2.2. Products to be returned under the withdrawal right must be:
– In original packaging,
– Unused and not worn beyond trial limits,
– Suitable for resale from health and hygiene perspectives,
– Accompanied by barcode, label, accessories, protective tape, and any gift items.
2.3. For purchases made through www.deristok.com, the exercise of withdrawal rights and return processes are conducted as explained in the "Distance Sales Contract" and "Pre-Information Form" on the website. For return shipments, it is recommended to use Yurtiçi Kargo, the Seller's partner cargo company.
2.4. Under the withdrawal right, the shipping cost for the initial delivery is refunded to the Buyer as required by law. However, if the Buyer chooses a more expensive delivery method than the cheapest standard delivery option offered by the Seller, this additional cost will not be refunded.
2.5. After a product returned under the withdrawal right reaches the Seller, it is examined by Deristok specialists. If misuse contrary to regulations, damage, deformation, lack of hygiene compliance, or loss of value is detected, the relevant amount may be deducted from the refund or the return may be rejected. The result is communicated to the Buyer with justification.
3. EXCHANGE CONDITIONS FOR ONLINE PURCHASES
3.1. For products purchased through www.deristok.com, size, number, color, or model exchanges may be made to the extent that stock and product structure permit. For an exchange request, the product's suitability for return is first examined; after return approval, a separate order for the new product may be requested.
3.2. For online orders, exchanges are technically often conducted as "return + new order." In this context:
– The Buyer returns the current product,
– If the product meets return conditions, a refund is issued,
– The Buyer places a new order for the desired product.
3.3. For leather products, initial trials during the fitting process are considered normal. However, outdoor use of the product, noticeable deformation or soiling on the sole, leather, or lining may limit exchange rights. It is recommended to conduct trials only indoors, on carpet, or on clean ground for short periods.
4. RETURNS AND EXCHANGES FOR IN-STORE PURCHASES
4.1. Sales made at Deristok stores or branches are not considered distance sales; therefore, the 14-day withdrawal right may not be legally required. However, in accordance with the principle of customer satisfaction, exchange and return options may be offered within the framework specified in this policy.
4.2. The general principle for in-store purchases is that no refund is made if the product is not defective; instead, exchange for a product of equal or higher value is offered. Depending on store initiative and promotion conditions, gift vouchers may also be issued.
4.3. For exchanges of products purchased in-store:
– Presentation of the invoice or receipt,
– The product must be unused or only briefly tried,
– Original packaging, box, and accessories must be complete.
4.4. Color tone differences resulting from the natural structure of leather products, slight vein or pore marks, and minor undulations from leather movement are not considered defects. Returns for in-store purchases due to these issues are subject to Deristok specialist evaluation.
4.5. Products purchased in-store that have been used, are excessively worn, or damaged by external factors (scratches, tears, burns, water damage, etc.) may not be eligible for return or exchange. In such cases, paid maintenance and repair services may be recommended if deemed necessary.
5. DEFECTIVE PRODUCTS AND WARRANTY SCOPE
5.1. According to consumer regulations, defects appearing within 6 (six) months from delivery are presumed to have existed at the time of delivery. If a product is found to be defective within this period, the Buyer's optional rights (refund, replacement with a non-defective equivalent, price reduction proportional to the defect, free repair) apply.
5.2. If a defective product claim is made, the product is examined by Deristok's technical team or authorized service. Following the examination:
– If a manufacturing or material-related defect is detected, action is taken within the scope of optional rights,
– If user error (misuse, non-compliance with instructions, use in excessive or inappropriate conditions, etc.) is detected, the claim may be rejected or paid repair may be recommended.
5.3. For products covered by warranty, the conditions and periods specified in the warranty certificate apply. Interventions made outside authorized service may void the warranty.
5.4. For defective product claims, the invoice or receipt, photographs, and explanation of the defect may be requested along with the product if possible. For online purchases, product images and order information can be sent to Deristok via email.
6. SPECIAL CONDITIONS FOR LEATHER PRODUCTS
6.1. Leather is a natural material and can be affected by factors such as sunlight, heat, humidity, friction, and contact with chemical substances (perfume, alcohol, detergent, etc.). Failure to follow care and usage instructions provided by the manufacturer and sales point may cause deformation of the product, and such situations are not considered defects.
6.2. For online or in-store purchases:
– Incorrect size, number, or fit selection,
– Normal creasing, stretching, and minor marks resulting from daily use,
– Minor color and texture differences resulting from the natural structure of genuine leather
may not be accepted as grounds for return. However, within the framework of customer satisfaction, exchange or alteration options may be offered based on stock availability and examination results.
6.3. Contact of leather products with water and intense moisture, exposure to direct heat sources (radiator, stove, intense sunlight, etc.) for drying, and use of chemical cleaners can shorten product lifespan. Deterioration caused by these factors is the user's responsibility and may be outside the scope of returns or warranty.
7. GENERAL PRINCIPLES REGARDING RETURN AND EXCHANGE PROCESS
7.1. Customers with return or exchange requests are advised to use the channel through which they received the product (online site or store) and the following contact information:
For Online Purchases:
Website: www.deristok.com
Email: anaeliozel@gmail.com
Phone: 0 212 655 69 79
Return / Shipping Address: Deristok, Ziya Gökalp Neighborhood, Aymakoop Industrial Site B6 Block No: 16, İkitelli, Başakşehir/Istanbul
For In-Store Purchases:
The relevant Deristok store/branch contact information and information on the receipt/invoice are used as reference.
7.2. For return and exchange requests, presentation of invoice/receipt, order number, and product information are necessary for the process to proceed quickly and properly.
7.3. If a return or exchange request is rejected, a reasoned explanation is provided to the customer. If the customer does not agree with this decision, they may appeal to the Consumer Arbitration Board or Consumer Courts while preserving their legal rights.
8. LEGAL RIGHTS AND EFFECTIVE DATE
8.1. This Return and Exchange Policy is effective from the date of publication on www.deristok.com. Deristok reserves the right to modify this policy in accordance with changes in regulations and operational requirements. The current text is always accessible on the website.
8.2. For matters not regulated in this policy, the provisions of the Law on Consumer Protection, Turkish Commercial Code, Distance Contracts Regulation, and other applicable legislation apply.
8.3. Customers acknowledge that they have read and understood this Return and Exchange Policy and conduct their purchases, whether online or in-store, within this framework.
Date:
Location: Istanbul
Anaeli Sağlık ve Eğitim Hiz. Tic. Ltd. Şti.
Deristok