Returns and Exchanges

Returns and exchanges without justification (Right of Withdrawal): Your return period is 14 days. If the product does not meet your expectations for various reasons, you have the right to return it within 14 days without giving a reason. The return process applies to products included in the return policy. Products excluded from the policy: * Products with opened or damaged packaging (gelatin, blister, or vacuum-sealed) * Products that can be copied (DVDs, VCDs, books, magazines, etc.) * Underwear and washed textile products * Food products (baby food, beverages, etc.) * Fast-moving consumer goods without protective seals (creams, shampoos, etc.) * Products sold at a discount in the display/bargain corner section and whose defects are stated in advance * All used products (even if they are within the return and exchange period, returns or exchanges are not possible due to the loss of their salability) * Products with damaged packaging: The product to be exchanged must be in perfect, complete condition and in its original box as it was at the time of purchase. Returns or exchanges are not possible for products that cannot be delivered complete and undamaged with their box, packaging, and any standard accessories. *Products prepared according to the consumer's specific requests or clearly tailored to their personal needs (personalized products), or products that are unsuitable for return due to their nature, are perishable, or have a high probability of exceeding their expiration date, cannot be returned. What should be done and what should be considered when returning a product? *You must send the product with its original invoice and you must include the invoice in the package you send. Returns sent without an invoice cannot be accepted. *The product you are returning must be unused, undamaged due to misuse, or have an undamaged package. You must send the products you wish to return with all accessories and the original box. How many days is the refund process for a returned product? After the products are inspected by us, the refund of the product price to your credit card will be made within 5 business days. In order return processes, products are not split into multiple shipments. Each purchase is evaluated under a single return procedure. Therefore, all products belonging to the same order must be shipped together. The right to free returns is valid only once. For repeated return requests for the same order, shipping costs are the responsibility of the customer. The time it takes for your refund to appear on your credit card statement may vary depending on your bank's procedures. Gift certificates used in your order will be re-credited to your account after the return process. Due to bank operating principles, refunds for products purchased in installments will appear on your statement according to the same installment plan. How can I cancel my order? To cancel your order, you can send your cancellation request to info@polentenatural.com. For cancellation to be processed, the product must not have been shipped yet. When will I receive a refund for my canceled order? If you chose "Credit Card" as your payment method and "Refund to Credit Card" as the refund method, your refund will be credited to your account online within 5 business days, and you will be notified by email. The time it takes for your refund to appear on your statement varies depending on your bank's procedures. Refunds for installment payments will be credited to your available credit limit monthly, equal to the installment amount for each installment you made, according to the bank's procedure. If you selected "Bank Transfer/EFT" as your payment method and your preference is "Refund to Account"; simply send us your *Bank account name, *IBAN number, and *Bank name via email or indicate them on the back of your invoice and send them to us along with the returned products. The relevant amount will be refunded to your account within 5 business days. What should I do if the product arrived damaged from the courier? Damaged products reported without a damage report will not be accepted by us. You should open and check the product in the presence of the courier upon delivery. If the product is 'damaged' or the packaging is 'deformed', you must have the courier fill out a 'Cargo Damage Assessment Report'. We strongly recommend that you perform the necessary checks in the presence of the courier upon delivery and identify any damage you may notice. If you notice any damage to the product(s), we kindly request that you have the delivery person prepare a "Damage Report," return the product with the same courier without accepting delivery, and inform us. What should I do if I noticed the product was damaged after delivery? We are not responsible for damage to products received without a "Damage Report." In such cases, we recommend contacting the courier branch that delivered the product on the same day, explaining the situation, and requesting assistance.