DEĞERLİ / AFTER YOUR PURCHASE
& Exchanges
Clarity matters at every stage of your purchase. Here you can find our terms for returns, exchanges, order cancellations and your statutory consumer rights.
Request a return or exchange for eligible standard gold jewellery within 14 days of delivery.
To qualify for our additional return and exchange option, the item must remain fit for resale.
Contact us about your return and we will advise you on a suitable, secure shipping method for valuable items.
01 14-day return and exchange option
You may return or exchange standard gold jewellery purchased from Değerli within 14 days of delivery, provided it is unused, undamaged and fit for resale.
Değerli offers this additional option alongside the statutory withdrawal exception that may apply to products priced in accordance with fluctuations in the gold market. Requests meeting the conditions below will be accepted once a physical inspection confirms that the item qualifies.
The 14-day request period is calculated from the day following delivery to you or a person designated by you. It is sufficient to submit your request before the period expires; please contact our team for shipping instructions.
02 Conditions for returns and exchanges
To use Değerli’s additional return and exchange option for standard gold jewellery:
- The item must be unused, undamaged and fit for resale.
- It must show no scratches, breakage, snapped parts, dents, deformation or changes caused by use or external intervention.
- Its gold fineness, design, stones, colour and other essential characteristics must remain as delivered.
- Any certificate, accompanying parts and original protective packaging, where provided, should be returned with the item. Missing documentation will be assessed separately and does not extinguish your statutory rights.
- The item must not have been personalised at the customer's request or permanently altered outside its standard specifications.
03 Items excluded from our additional return and exchange option
Personalised jewellery
Jewellery engraved with a name, date or personal message, custom-made outside the standard choices at a customer's request, or permanently altered at the customer's request is excluded from Değerli's additional return and exchange option. Choosing a standard size, colour or length offered for sale does not, by itself, constitute personalisation.
Earrings and piercings
For earrings and piercings to qualify for our additional option, they must be unused, their hygiene-protective packaging must remain unopened, and they must be fit for resale. The hygiene-related exception to the statutory right of withdrawal applies only where the legal conditions are met.
Used or altered items
Items that have been worn, damaged, repaired at the customer's initiative or altered after delivery are not covered by this additional option. This does not limit statutory remedies where goods are defective.
04 How the return process works
Submit a request
Use the return request area in your account or contact our team.
Receive shipping guidance
We will explain a secure shipping method suitable for your item.
Item inspection
On arrival, your item is checked against the stated additional return and exchange conditions.
Complete the process
If the conditions are met, we process your return or exchange.
Please provide your order number, the relevant item and the nature of your request. Requests under our additional return and exchange option must reach us within 14 days; secure shipping instructions will be provided separately.
We recommend contacting us before shipping any gold or precious-metal item. The shipping method must be compatible with the carrier's acceptance and insurance or liability coverage terms for valuable contents. We do not ask customers to misdeclare the package contents.
Where the statutory right of withdrawal applies, it is sufficient to give notice within the required period; prior approval for shipping is not a condition of exercising that right.
05 Refund amount and timing
Under Değerli’s additional return option
For items accepted under our additional return conditions, the refund is calculated using the net amount you actually paid for the item at the time of purchase. Subsequent rises or falls in the market price of gold do not, by themselves, change that amount.
Once the item has been inspected and the return approved, the refund payment is generally processed within seven business days using the payment method employed for the original purchase. The time it takes for the amount to appear in your account may depend on your bank.
Under the statutory right of withdrawal
Where a statutory right of withdrawal applies, payments required to be refunded by law, including the original delivery charge where applicable, will be reimbursed within 14 days of the item being handed to the return carrier specified in the pre-contract information. If another carrier is used, this period begins when the item reaches Değerli. If you withdraw before delivery, the period begins when Değerli receives your withdrawal notice.
Refunds under the statutory right of withdrawal are made in a single payment, without additional charges to you, using a payment method corresponding to the one originally used.
06 Exchanges and price differences
If the conditions are met, you can exchange standard gold jewellery for another design, colour or standard size. We will confirm the new item's availability, production requirements and delivery terms beforehand.
| Situation | How the amount is calculated |
|---|---|
| Item being returned | The net amount actually paid for that item in the original purchase is used. |
| Newly selected item | The current retail price on the date of exchange applies. |
| The new item costs more | The exchange is completed upon payment of the price difference. |
| The new item costs less | The difference is refunded, or may be issued as store credit at the customer's express choice. |
After-sales services such as ring resizing, polishing, chain and clasp repairs are different from exchanges and are assessed separately according to the item. Gold trade-ins or buybacks requested years after purchase are also separate from this 14-day return and exchange option.
07 Promotions, gifts and voucher purchases
Purchasing an item at a discount or as part of a promotion is not, by itself, a reason to reject a return or exchange request.
Where a promotion offers discounts or gifts based on basket value, item quantity or other purchase conditions, and a partial return means those conditions are no longer met, the benefit may be recalculated or the promotional gift may need to be returned, but only under lawful promotional conditions clearly disclosed before the order was placed.
No unlawful automatic deduction or penalty is applied when statutory withdrawal or defective-goods rights are exercised. Vouchers and Değerli Points are also handled under the previously disclosed terms of the relevant programme.
08 Order cancellation
You may contact our customer service team to request cancellation of an order that has not yet been dispatched.
Where a statutory right of withdrawal applies, you may also notify us of your decision to withdraw before delivery. For products subject to the gold-price-related withdrawal exception or items made to your specifications, cancellation requests are assessed in light of the order's status, any production or personalisation already carried out, and the applicable contractual terms.
Once a cancellation is approved, any refund is made using a payment method corresponding to the original payment method. All other statutory termination and refund rights remain unaffected.
Obvious and material pricing errors
If a software issue, system integration error, data-entry mistake or calculation error causes an item to be listed at a price clearly and exceptionally different from its actual selling value, the circumstances of the relevant order will be reviewed individually. Where such an error legally qualifies as a material mistake, action may be taken under the relevant provisions of Turkish Code of Obligations No. 6098.
When such an error is identified, the customer will be informed promptly of the error and its reasons. If the transaction is lawfully brought to an end, the full amount collected will be refunded to the original payment method without deductions and within the legally applicable period. Placing a new order at the correct price requires the customer's express agreement.
A subsequent increase in the price of gold, the expiry of a promotion or a lower-than-expected profit margin does not, on its own, justify cancellation of an order. All statutory consumer rights remain reserved.
09 Statutory withdrawal rights for non-gold products
For accessories and other products not covered by a statutory exception, consumers generally have a 14-day right of withdrawal without giving a reason in distance sales, starting from delivery. You may notify us by email or another durable medium.
When exercising the statutory right of withdrawal, unless Değerli offers to collect the goods itself, the item must be sent back within 14 days of your withdrawal notice.
If you use the return carrier specified in the pre-contract information, you will not be charged return shipping costs arising from statutory withdrawal. If no carrier was specified, or the designated carrier has no branch in your area, the related costs and collection obligations are borne by Değerli as required by law.
For goods subject to the statutory right of withdrawal, the applicable legal provisions govern changes resulting from use in accordance with the item's operation, technical characteristics and instructions. The unused-item condition of our additional return and exchange option does not restrict statutory withdrawal rights.
10 Defective, incorrect or incomplete items
If you believe your item has a manufacturing defect, does not match the characteristics stated in your order, or was delivered incorrectly or incompletely, please contact us.
Where the relevant conditions under Turkish Consumer Protection Law No. 6502 are met, your statutory remedies may include a refund, a price reduction, free repair or replacement with non-defective goods. Requests are reviewed and resolved in accordance with applicable law.
Your rights concerning defective goods are not lost because of the additional 14-day request period, the item having been used, or missing packaging or certificates. If you notice packaging damage on delivery, taking photographs and notifying us can help resolve the issue; not having a damage report does not, by itself, amount to waiving your statutory rights.
11 Return shipping costs and secure transport
Statutory withdrawal and defective-goods claims: Return shipping costs and collection obligations are determined by the applicable legal rules. When exercising a statutory right of withdrawal, the legal cost rules for the appropriate return carrier specified in the pre-contract information apply.
Değerli’s additional return and exchange option: Before you ship your item, we will inform you of the proposed shipping method and any shipping charges and seek your agreement. No undisclosed delivery deduction will be applied automatically.
For shipments containing precious metals, the shipping method must be accepted by the carrier and suitable for the declared contents and applicable coverage conditions. Please contact us by phone or email for return shipping instructions.
12 Contact and request information
To request a return, exchange or cancellation, please contact us and provide your order number:
Seller: Değerli Kuyumculuk Mücevherat Sanayi Ticaret Limited Şirketi · Tax Office: Gaziler · Tax ID: 273 153 4545 · MERSİS No.: 0273 1534 5450 0001
For further legal details, please also read our Distance Sales Agreement. Nothing on this page limits the consumer rights provided by mandatory applicable law.
